How can I move my numbers to a new service?
If you would like to port your numbers from CloudTalk to a new provider, most of this process will be handled with that new provider.
There is little involvement needed from CloudTalk side, but we are happy to advise you on the process.
CloudTalk does not have the power to proactively or immediately “release and send” your numbers to the new desired provider, but here are the steps need to be taken:
Make a porting request with your new provider
Your new provider will give you an LOA (Letter of Authorization), that you will need to fill out and sign
Your new provider will send that LOA to CloudTalk's underlying carrier who hosts the number, not to CloudTalk directly
Our carrier will review the LOA and accept or reject the port out request, depending on several factors like, if the number
is active
is registered with the same company name and address that is on the LOA
has the correct PIN number, when applicable (select USA numbers, UK mobile numbers, France mobile numbers, Czech numbers)
Our carrier will send us a notification that the number is being ported away, or ask us for final approval at the very end of the process.
You will receive the porting acceptance and the scheduled date that the number will be moved from the new provider.
What information will I need in advance from CloudTalk?
The information needed to port a number away will vary depending on the number type and country. Your new provider will be able to advise you on the information they or their carrier will need in order to start the request.
CloudTalk is able to help by providing the following details:
which of our carriers the number is hosted with
If the number has any migration codes or PIN codes (most USA numbers will need a PIN code)
If there is a specific CSR or service address connected to the number
Note on US/CAN toll-free numbers
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Please notify CloudTalk's porting team, [email protected] that you intend to port your numbers away from CloudTalk before making a request with the new provider
For port-out of USA Toll-Free numbers, when CloudTalk receives a toll-free port-out requests from our provider, we have a limited time to validate and authorize that request.
How much will it cost to port away my numbers?
We do not charge our customers any fee for porting out a number, but you will need to keep your account active with CloudTalk until the number are on the new platform and unused time on the subscription or the numbers is non-refundable.
How long will my numbers be active in CloudTalk?
Provided that you keep your account live with us, your numbers will remain active until the port-in is executed by the new provider.
Some customers may be tempted to cancel their CloudTalk account as soon as the port-in is accepted by the new provider and the final moving date is scheduled.
While CloudTalk will not deliberately block the port-out for this reason, please bear in mind:
any number settings like call forwarding or voicemail will also become inactive when you close your CloudTalk account
Sometimes the gaining carrier can not proceed with ports if the number is not actively receiving calls
CloudTalk automatically returns most unused numbers from closed accounts to our carriers. If the port is scheduled far in the future, we may no longer own your previous numbers with our carrier, which can cause the port to be rejected.
Are there any numbers types and countries that cannot be ported out?
CloudTalk is committed to always work with our carriers on behalf of our end-users to have their numbers moved to a new platform. Most numbers are able to be moved to new operators without issue.
However, in some cases, the numbers on your account will not be able to be moved based on carrier or country limitations.
Some of these countries and number types include:
Colombia local numbers
Dominican Republic local numbers
Poland mobile and toll-free numbers