This guide explains how to port a phone number from an external carrier into a HighLevel Location (sub-account). It covers the required documents, how to submit a port request, and what to expect during the transfer process.
Please prepare the information mentioned in the article and complete the Porting Form.
TABLE OF CONTENTS
- What is Porting?
- Prerequisites
- Billing Statement Requirements
- Decide Your Destination Carrier (Important)
- How Does Porting Work?
- After the Port — Compliance & Deliverability
- Frequently Asked Questions
What is Porting?
Porting a number is the transfer of a phone number between two telecom service providers. The process involves providing the right documentation to prove ownership of the number as well as the execution of the transfer between the current provider and the new provider.
When you’re ready to port your number, you’ll just need to send us a signed Letter of Authorization (LOA) that matches the service information your current carrier has on file. Once you submit your LOA, we’ll handle coordination with your current carrier to complete the port.
The porting process takes between two and four weeks from when you submit the required documentation for port requests of fewer than 50 numbers and six to eight weeks for larger, more complex ports. During this process, you’ll have full access to your phone number, as there is no downtime associated with porting a phone number.
You can find the Porting form here.
Prerequisites
Location ID for the destination sub‑account (where the number will live).
Account details with your current carrier (account #, PIN / last 4 SSN for wireless, service address).
Recent phone bill (PDF; must be legible).
Letter of Authorization (LOA) signed by the authorized person on the account (typically within the last 15–30 days, see country notes).
Customer Service Record (or equivalent) from your current carrier.
IMPORTANT PLEASE READ
1. All Wireless Numbers REQUIRE a Pin for Port Requests. Providing a incorrect or fake pin in this box will cause the port request to be rejected by our carrier.
3. Please double check with your provider to make sure your wireless number has a pin and the pin is correct to avoid delays in the number porting process
4. If you are porting multiple numbers. Please check if there are multiple unique pins per number, if your carrier/provider allows a single pin for multiple numbers please note this in the wireless number pin field above.
5. Landline and Toll Free Port Request may not need a pin
Please Note: Name & address must match your carrier records exactly. PO Boxes are not accepted as service addresses.
Billing Statement Requirement
The billing statement must not be older than 90 days.
The document must clearly show the phone number(s), account owner name, and provider name.
For Google Voice numbers, provide a screenshot showing the phone numbers and associated email assress.
For Landline or VoIP numbers, Provide the latest monthly billing statements whenever possoble.
If no bill is available, a receipt or account portal screenshot displaying the numbers and owner may be accepted.
Decide Your Destination Carrier (Important)
Not sure which you’re on? In your Location, go to Settings → Phone System. If you see LC Phone branding and no Twilio SID, you’re on LC Phone. If you see Twilio Account SID/Auth Token, you’re on Twilio.
LC Phone (LeadConnector) — Choose this option if your Location Currently uses LC Phone or you want HighLevel to host/operate the number. Our team submits the port with our carrier partners and keeps you updated.
Twilio — Choose this if your Location is connected to your own Twilio project/sub‑account. Our team submits the port to Twilio for you (you’ll still manage A2P/Toll‑Free and webhooks in Twilio after the port).
How Does Porting Work?
There are two ways to submit a US port-in request. Choose the option that applies to your setup.
Option A: In-App Port-In (US Only — New)
Availability: Agency Owners and Admins | Must be enabled via Labs Applies to:
US phone numbers only
Agency owners and admins can now submit and track port-in requests directly inside the platform, no external form needed. The in-app flow auto-generates your LOA, so you don't need to prepare or upload one manually.
How to Access
Submit a new request: Phone System → Phone Numbers → Add Number → Port-in Numbers
Track existing requests: Phone System → Phone Numbers → Port-In Numbers tab
The 4-Step In-App Flow
Step 1 — Agreement Checklist
Review and acknowledge the standard porting terms:
Applicable rates for porting
Numbers must remain active with your current carrier until the port completes
Possible messaging downtime of up to 3 days during the transition
Potential termination charges from your current carrier
All acknowledgements must be accepted to continue.
Step 2 — Number Entry
Account number — your account number with the current carrier
Landline numbers — enter multiple numbers as a comma-separated list
Wireless numbers — enter each number with its PIN or the last 4 digits of the account holder's SSN. Use + Add New Number to include additional wireless numbers.
Step 3 — Additional Details
Step 4 — Document Upload
Upload your billing statement from your current carrier.
Accepted formats: PDF or image file
Maximum file size: 10 MB per file
Multiple billing documents can be uploaded if needed
This is the only document you need to upload. The LOA is automatically generated from your entered details and emailed to the authorized representative for digital signature.
After Submission
A confirmation modal appears with your Request SID.
The auto-generated LOA is emailed to the authorized representative for e-signature.
Your request appears live in the Port-In Numbers tab with real-time status updates:
Each entry also shows the Request SID, created date, and a description of the current carrier action.
Option B: Manual Port Request via Form
IMPORTANT: We are currently able to port in numbers from the United States only. For any other country's porting please refer to Let's port your phone number. If a Letter of Authorization (LOA) is required, use this template. This process typically takes 2-4 weeks, and we will provide updates via email.
Step 1: Gather documents
LOA (Letter of Authorization) — signed by the authorized person.
Note - The company name field (as shown in the screenshot) on the LOA can be left blank.
Latest phone bill — clear/legible PDF, provided by the phone carrier.
List of numbers to port — in E.164 format (e.g.,
+15551234567).Location ID — destination sub‑account. (Find it in the Location: Settings → Business Profile.)
Carrier account details — account # and PIN/Passcode for any wireless numbers.
Step 2: Complete the High-Level Porting Form (US numbers)
Agency Relationship Number.
Contact name + email (support updates go to this email).
Location ID (destination).
Customer/Business legal name and service address — must match the carrier’s records exactly.
Landline/Toll‑Free numbers (if any).
Wireless numbers (if any) + Account # + PIN/Last 4 SSN.
- Upload required PDFs: LOA and Billing Statements.
After filling in the required information, check the consent boxes and submit the porting form. Expect a brief service impact during the port window. Keep the old carrier active until completion.
Please Note: Your Letter of Authorization and Billing Statement(s) must be PDF files and cannot exceed 4MB.
Step 3: Approval & FOC (Firm Order Commitment)
After submission, you’ll receive status updates via email.
When approved, the carrier issues a FOC date/time window. Same‑day or date‑specific ports are not guaranteed.
After the Port — Compliance & Deliverability
After your number ports in, complete the checks below to ensure calls and messages flow reliably and aren’t blocked.
- A2P 10DLC (US 10‑digit local SMS): Your messaging numbers must be registered to an approved Brand & Campaign. Unregistered traffic to US handsets is blocked by carriers.
Toll‑Free (US/CA): Complete Toll‑Free Verification before sending messaging at scale. New verification submissions are adding extra business fields; see our Toll‑Free guide for current requirements.
International: Ensure any required Regulatory Bundles/Addresses are approved to avoid call/SMS failures.
Frequently Asked Questions
Q. What is the difference between the in-app port-in and the manual form?
The in-app option (Option A) is available to Agency Owners and Admins with Labs enabled, supports US numbers only, and auto-generates the LOA. The manual form (Option B) supports both LC Phone and Twilio destinations and requires you to upload a signed LOA yourself. Both options result in the same outcome your number ported into HighLevel.
Q. Where can I find the porting form?
Here is a link to the Porting Form.
Q. Can you port on a specific date/time?
Carriers do not guarantee exact dates/times. We’ll request preferences where available and confirm the port window once the carrier issues FOC.
Q. Will SMS history move with the number?
No. Porting moves the number; it does not migrate historic logs/conversations. Export any critical history from your prior provider.
Q. Can I change destination (LC Phone ↔ Twilio) after I submit?
No, the request once submitted cannot be changed. However, reach out to HighLevel support for any assistance.
Q. Do I need to cancel my old carrier?
Only after the port completes and you’ve verified calls/messages are working in HighLevel.
Q. My port request was rejected — what do I do?
Check the description shown in the Port-In Numbers tab (in-app) or the email notification (manual form) for the rejection reason. Common causes include a mismatched account number, incorrect PIN, or a billing statement older than 90 days. Correct the issue and resubmit.
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