If you learn that one of your CloudTalk numbers is scheduled to be transferred to another provider and you didn't request it, this article explains what's happening and how to stop it.
User level: Admin
What is a port-out notification?
A port-out notification means another provider has submitted a request to transfer (port) one of your numbers away from CloudTalk to their network.
The process works like this:
Someone submits a port-in request for the number with a new provider.
The new provider sends a Letter of Authorization (LOA) to the carrier that hosts the number for CloudTalk.
The carrier reviews the LOA and accepts or rejects the port-out request.
The carrier notifies CloudTalk that the number is being ported away, or asks CloudTalk for final approval.
CloudTalk contacts you to confirm whether you authorized the port-out.
This means you will always hear about a port-out from CloudTalk, as your current provider. The carrier or the new provider will not contact you directly.
Being contacted does not mean the transfer has already happened. There is a short window to confirm or dispute the request before the number is released, so it's important to respond the same day.
What to do
Step 1: Check whether you authorized the transfer
Ask yourself and your team:
Did you recently start moving this number to a new phone provider?
Did you sign a Letter of Authorization (LOA) for this number with another provider?
Did anyone on your account request a port-out through CloudTalk support?
If you did authorize the transfer, simply confirm it with us by replying to our message, and the port will proceed normally.
If the answer to all of these is no, the port-out may be unauthorized. Go to Step 2 immediately.
Step 2: Dispute an unauthorized port-out
If you did not authorize the transfer, act quickly:
Contact CloudTalk support as soon as possible through the Support portal. State that you want to dispute a port-out and include the number in international format (for example, +1 555 010 0123).
CloudTalk's Numbers team will contact the carrier on your behalf to dispute the release.
Keep your CloudTalk account and the number active while the dispute is in progress. Cancelling the number or the account can cause the dispute to fail.
The dispute window is short and varies by carrier and country. Missing it means the number may be released, and recovery afterwards is significantly harder.
Step 3: After the dispute is resolved
If the dispute is successful, your number stays with CloudTalk and continues working normally.
If the number was already released, contact CloudTalk support. In some cases the number can be ported back, depending on the carrier and country.
Why did this happen?
Unauthorized port-out requests are uncommon but do occur. Possible causes include:
A mistake by another provider, such as the wrong number submitted on an LOA.
A request submitted by a former employee or contractor without authorization.
A request submitted by the previous owner of the number.
Carrier processing errors.
CloudTalk takes these situations seriously and works with the carrier to resolve them as quickly as possible.
FAQs
Will my number stop working immediately?
No. The number remains active in CloudTalk until the port is completed. Acting quickly gives you the best chance of stopping the transfer before it takes effect.
Can I get my number back if it was already released?
In some cases, yes, but it depends on the carrier and country. Contact CloudTalk support to explore your options.
Need help or have a question? Just reach out through our Support portal — we’re here for you.