How to Use the Number Migration Tool in Phone System

Modified on: Thu, 21 Aug, 2025 at 8:58 AM

The Number Migration tool in HighLevel’s Internal Support Tool (IST) empowers support agents to move phone numbers between accounts quickly and transparently—without relying on Twilio tickets. Create validated migration requests, add them to the daily bulk migration file before the cut‑off, and reduce turnaround time (TAT) for customers.

TABLE OF CONTENTS

What is the Number Migration Tool?
Key Benefits of the Number Migration Tool
Supported Migration Types
Tool Location & Access
Validation & Inline Error Feedback
Daily Migration File Processing
How To Setup and Use the Number Migration Tool
Eligibility & Definitions
Post‑Migration Checklist
Edge Cases & Troubleshooting
Frequently Asked Questions

What is the Number Migration Tool?

The Number Migration tool provides a centralized, self-serve workflow for migrating eligible phone numbers between LeadConnector (LC) and Twilio accounts. It replaces slow, ticket‑based processes with inline validation and daily bulk processing to streamline ownership changes and reduce operational friction.

Why this matters: Number ownership impacts messaging, calling, compliance, and billing. A guided, validated flow lowers errors, speeds execution, and gives agents clarity on eligibility and next steps.

Key Benefits of the Number Migration Tool

Unlock faster, more reliable migrations while maintaining control and visibility.

Reduced Support Dependency: Handle eligible migrations internally instead of opening Twilio support tickets.
Improved TAT: Successful requests enter a daily bulk migration file processed after the cut‑off, accelerating completion.
Inline Validation: Catch common errors early—format issues, ownership mismatches, and non‑eligible scenarios—so requests don’t stall.
Operational Transparency: See which entries qualified for the daily file and why any were excluded.
Self‑Serve Control: Initiate, manage, and correct migration requests directly from the IST.

Supported Migration Types

Understand which source/target combinations are allowed and the core eligibility rule.

LC → LC (different agencies only)
Twilio → LC
LC → Twilio

Eligibility requirement: At least one side of the migration must be GHL‑managed (LC Phone). Migrations between two non‑GHL‑managed accounts are not allowed.

Tool Location & Access

Know exactly where to find the tool and who can use it.

Location: Internal Support Tool → ISV tab → Number Migration.
Access: Available to authorized internal support agents. If you cannot see the entry point, request access from your team lead.

What you’ll gain here: Clear navigation to initiate requests quickly without switching tools.

Validation & Inline Error Feedback

Submit clean, action‑ready requests by fixing problems the moment they’re detected.

What you’ll learn here: The tool checks each entry and displays targeted guidance so you can correct issues before submission.

The tool surfaces inline errors for:

Invalid phone number format (use E.164, e.g., +15551234567).
Number not found in Losing SID (confirm ownership and correct SID).
Neither account is GHL‑managed (non‑GHL ↔ non‑GHL is blocked).
Bundle SID or Address SID ownership mismatch (ensure the destination owns/controls required resources).
Duplicate migration entries (remove duplicates before saving).

Daily Migration File Processing

Understand how entries move from the queue to the daily bulk migration file.

What you’ll learn here: Timing, inclusion criteria, and what happens around the cut‑off.

Successful entries (no blocking validation errors) are added to the daily bulk migration file.
Cut‑off time for inclusion: 11:00 PM CST / 12:00 AM EST / 9:30 AM IST.
Entries created after the cut‑off roll into the next day’s file automatically.
You can view which entries were included or excluded and the reason for exclusion.

How To Setup and Use the Number Migration Tool

Follow these steps to add a migration request and ensure it’s ready for the daily file.

Why these steps matter: Proper setup prevents delays, reduces back‑and‑forth, and ensures your request is eligible for same‑day processing.

Open Internal Support Tool → ISV tab → Number Migration.
Click New Migration and choose the Migration Type (LC → LC, Twilio → LC, or LC → Twilio).
Enter required details:
- Phone number(s) in E.164 format (paste multiple on new lines if supported).
- Losing Account details (e.g., Losing SID).
- Gaining Account details (e.g., Gaining SID or destination LC sub‑account).
- Bundle SID / Address SID if required by the destination.
Review inline validation messages and correct any issues.
Click Save. Valid entries are queued for the daily bulk migration file.
Before the cut‑off, confirm your entries show Ready/Included status.
After processing, verify completion and perform post‑migration checks (see below).

Eligibility & Definitions

Align on key terms so you can quickly decide whether a migration is allowed.

GHL‑managed: Numbers managed in HighLevel’s LC Phone (not solely BYOT/Twilio). At least one side of the migration must be GHL‑managed.
Non‑GHL‑managed: BYOT/Twilio numbers not under LC Phone management. Non‑GHL ↔ Non‑GHL migrations are not supported.
Agency: A distinct HighLevel agency account. LC → LC migrations are supported only when the source and destination are different agencies.
Bundle SID / Address SID: Regulatory resources required for certain geos/number types. Ownership must match the destination requirements.

Post‑Migration Checklist

Protect continuity by re‑establishing voice and messaging behavior after ownership changes.

Why this matters: Ownership moves can reset associations. Verifying these items prevents downtime and messaging failures.

Re‑assign Messaging Service (if applicable) and confirm sender pool membership.
Verify A2P 10DLC brand/campaign status and re‑associate the number if needed.
Confirm call routing/IVR, forwarding, recording, and voicemail settings in the destination account.
Re‑apply CNAM (caller ID), webhooks, and any workflow triggers tied to the number.
Test inbound/outbound calls and SMS/MMS; review logs for errors.

Edge Cases & Troubleshooting

Anticipate and resolve common blockers so requests make today’s file.

What you’ll learn here: How to diagnose common validation failures and choose the right remediation path.

Invalid format: Ensure numbers are E.164 (+countrycode + number). Remove spaces and special characters.
Number not in Losing SID: Double‑check the provided SID; confirm current ownership before re‑submitting.
Neither side GHL‑managed: This scenario is not supported. Consider standard public migration paths instead.
Bundle/Address mismatch: Update the destination’s regulatory resources or select the correct Bundle/Address SID.
Duplicate entry: Remove duplicates; each number appears once per daily file.
After cut‑off: Entries move to the next day automatically; you do not need to re‑submit.

Frequently Asked Questions

Q: Can I migrate multiple numbers at once?
A: Yes. Paste multiple E.164 numbers (one per line) if your access level supports batching.

Q: Are migrations between two non‑GHL‑managed accounts allowed?
A: No. At least one side must be GHL‑managed. Non‑GHL ↔ Non‑GHL is blocked.

Q: What happens if I submit after the cut‑off?
A: Your entries are queued for the next day’s bulk migration file automatically.

Q: Will migration affect Messaging Service or A2P 10DLC?
A: It can. Always verify Messaging Service membership and A2P brand/campaign associations after completion.

Q: How do I fix “Number not found in Losing SID”?
A: Confirm the number’s current owner and the correct Losing SID. Update the request and re‑validate.

Q: Can I reverse a completed migration?
A: You can request a new migration back to the original owner if eligible and within policy.

Q: Are short codes or toll‑free numbers supported?
A: Support may vary by region and regulatory requirements. Validate resources (Bundle/Address) and follow any product‑specific guidance.

Q: Which number formats are accepted?
A: Use E.164 format exclusively (e.g., +15551234567).