> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Phone number porting guide

> Port your existing phone numbers into or out of the HoopAI platform. Understand the process, timeline, requirements, and common issues.

Phone number porting transfers an existing phone number from one carrier to another. You can port your current business phone numbers into the HoopAI platform so contacts continue reaching you at the same number, or port numbers out if you are moving to a different provider.

***

## Porting into HoopAI

<Steps>
  <Step title="Gather your information">
    Before starting, collect:

    * The phone number(s) you want to port
    * Your current carrier name
    * Your account number with the current carrier
    * The account PIN or password
    * The authorized user's name on the account
    * A recent bill or Letter of Authorization (LOA)
  </Step>

  <Step title="Submit a port request">
    Go to **Settings > Phone System > Phone Numbers** and click **Port Number**. Fill in the required information and upload your LOA.
  </Step>

  <Step title="Sign the Letter of Authorization">
    The LOA authorizes the transfer of your number. Sign the document and ensure all details match your current carrier's records exactly — any discrepancy will cause a rejection.
  </Step>

  <Step title="Wait for carrier processing">
    The porting process takes **2-4 weeks** on average. During this time:

    * Your number remains active on your current carrier
    * You will receive status updates via email
    * A firm port date (FOC date) will be assigned by the carriers
  </Step>

  <Step title="Confirm the port">
    On the FOC date, the number transfers to the HoopAI platform. Verify that calls and texts are routing correctly.
  </Step>
</Steps>

<Warning>
  Do not cancel your current phone service before the port is complete. Canceling your account with the old carrier before the port is finalized can result in losing the phone number permanently.
</Warning>

***

## Porting out of HoopAI

If you need to transfer a number away from the HoopAI platform:

1. Contact support and request a port-out
2. Provide the receiving carrier's information
3. The support team will provide your account details and authorize the transfer
4. The receiving carrier processes the port (timeline varies)

***

## International number porting

International porting is supported for select countries. Requirements and timelines vary significantly by country. Contact support with the specific number and destination country to confirm availability and get an estimated timeline.

***

## Porting between accounts

If you manage multiple accounts in the HoopAI platform, you can transfer phone numbers between them without going through the full external porting process:

1. Contact support with the number and the source and destination accounts
2. The transfer is processed internally, typically within 1-2 business days
3. Call routing and SMS settings are reset on the destination account — reconfigure them after transfer

***

## Common porting failures and fixes

| Issue                      | Cause                                                     | Fix                                                                       |
| -------------------------- | --------------------------------------------------------- | ------------------------------------------------------------------------- |
| **Name mismatch**          | The name on the LOA does not match the carrier's records  | Use the exact name as it appears on your carrier account                  |
| **Account number wrong**   | Incorrect account number submitted                        | Verify with your current carrier                                          |
| **PIN/password incorrect** | Wrong account PIN                                         | Contact your current carrier to confirm or reset your PIN                 |
| **Number already porting** | Another port request is in progress                       | Wait for the existing request to complete or cancel it                    |
| **Carrier rejection**      | The losing carrier rejected the request                   | Contact the losing carrier for the specific rejection reason and resubmit |
| **Partial port**           | Only some numbers in a multi-number request were approved | Resubmit the rejected numbers with corrected information                  |

***

## Timeline expectations

| Stage                   | Timeline                                              |
| ----------------------- | ----------------------------------------------------- |
| Port request submission | Same day                                              |
| Carrier acknowledgment  | 1-3 business days                                     |
| FOC date assigned       | 3-7 business days after acknowledgment                |
| Port execution          | On the FOC date (typically 2-4 weeks from submission) |
| Post-port verification  | Same day as execution                                 |

<Note>
  Wireless-to-wireless ports tend to be faster (1-2 weeks). Landline and toll-free ports can take 3-4 weeks. International ports may take 4-8 weeks depending on the country.
</Note>

***

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Will there be any downtime during the port?">
    There may be a brief period (minutes to a few hours) during the port execution when calls may not route correctly. This is normal and resolves once the port is fully complete.
  </Accordion>

  <Accordion title="Can I port toll-free numbers?">
    Yes. Toll-free numbers (800, 888, 877, etc.) can be ported into the platform. The process is similar but may take slightly longer.
  </Accordion>

  <Accordion title="What if my current carrier charges an early termination fee?">
    Porting a number may trigger early termination fees from your current carrier depending on your contract. Check with your carrier before initiating the port.
  </Accordion>

  <Accordion title="Can I port multiple numbers at once?">
    Yes. You can submit a batch port request for multiple numbers from the same carrier and account. All numbers will be processed together.
  </Accordion>
</AccordionGroup>