# How To Port Numbers Out Of Twilio and LeadConnector

If you want to transfer your phone numbers from Twilio or LeadConnector (GoHighLevel's built-in SMS service) to another provider for use with WhatSnap SMS, you'll need to go through a number porting process.

{% hint style="warning" %}
**Important**: WhatSnap cannot assist with porting phone numbers out of Twilio or LeadConnector. You must work directly with those providers and your new carrier to complete the porting process.
{% endhint %}

## Understanding Number Porting

### What is Number Porting?

**Number porting** (also called **number transfer**) is the process of moving a phone number from one service provider to another while keeping the same phone number.

**In your case:**

* **From**: Twilio or LeadConnector (current provider)
* **To**: New carrier (that will provide SIM card for your Android device)
* **Goal**: Use the same phone number with WhatSnap SMS

### Why Port Numbers?

**Common reasons to port:**

* ✅ **Keep established number** - Customers recognize your existing number
* ✅ **Business continuity** - Don't lose contact with existing customers
* ✅ **Brand consistency** - Number may be on marketing materials
* ✅ **Customer trust** - Familiar number maintains credibility

**Alternative**: Use new number with WhatSnap

* ❌ Lose existing number recognition
* ✅ Simpler setup (no porting delay)
* ✅ Lower cost (no porting fees)
* ✅ Immediate start

***

## Important: WhatSnap's Role in Porting

### What WhatSnap Can Do

**WhatSnap helps you:**

* ✅ Use numbers from ANY carrier SIM card
* ✅ Send SMS through your ported number (once porting is complete)
* ✅ Connect multiple devices/numbers
* ✅ Integrate with GoHighLevel

### What WhatSnap CANNOT Do

**WhatSnap CANNOT:**

* ❌ Port numbers for you
* ❌ Initiate porting requests
* ❌ Communicate with Twilio or LeadConnector on your behalf
* ❌ Provide porting support or assistance
* ❌ Expedite porting timelines
* ❌ Resolve porting issues or disputes

{% hint style="danger" %}
**Critical**: For ALL porting-related questions, support, or issues, you must contact **Twilio Support** or **GoHighLevel Support** directly. WhatSnap is not involved in the porting process.
{% endhint %}

***

## Porting Numbers Away From Twilio

### Overview

Porting a phone number from Twilio to another carrier is a standard process, but it must be managed by Twilio and your new service provider.

**Process timeline:**

* ⏰ Typically takes 7-14 business days
* ⏰ Can take longer depending on number type and location
* ⏰ Some complex ports may take 3-4 weeks

***

### What You Need to Know

**Porting process:**

1. **You initiate** the port request with your NEW carrier
2. **New carrier requests** number release from Twilio
3. **Twilio verifies** ownership and account information
4. **Twilio releases** the number to your new carrier
5. **New carrier activates** the number on their network
6. **You receive** SIM card with your ported number

**Your responsibility:**

* Provide accurate account information to new carrier
* Ensure Twilio account is in good standing
* Pay any outstanding Twilio balances
* Keep Twilio account active until port completes

***

### Step-by-Step Guide

{% stepper %}
{% step %}

#### Choose Your New Carrier

Select a carrier that:

* ✅ Supports the number type you're porting (local, toll-free, etc.)
* ✅ Offers unlimited or high-volume SMS plans
* ✅ Provides good coverage in your area
* ✅ Has reasonable fair use policies for business SMS

See: [SIM Plan Recommendations](https://whatsnap.gitbook.io/whatsnap-docs/account-management/sms/sms-specifications#sim-plan-recommendations-by-country)
{% endstep %}

{% step %}

#### Gather Required Information from Twilio

Before initiating the port, collect from your Twilio account:

**Required information:**

* [ ] **Twilio Account SID** (found in Twilio console)
* [ ] **Phone number(s)** you want to port (exact format)
* [ ] **Account holder name** (as registered with Twilio)
* [ ] **Service address** associated with the number
* [ ] **Letter of Authorization (LOA)** - may be required
* [ ] **Account PIN or password** (if applicable)
* [ ] **Billing information** (account number, billing address)

**Where to find this information:**

1. Log in to your **Twilio Console**
2. Navigate to **Phone Numbers** → **Manage** → **Active Numbers**
3. Click on the number you want to port
4. Note all relevant details
5. Go to **Account** → **Settings** for account information

{% hint style="info" %}
**Tip**: Take screenshots of all relevant Twilio account pages for reference during the porting process.
{% endhint %}
{% endstep %}

{% step %}

#### Initiate Port Request with New Carrier

1. **Contact your new carrier** (the one providing your SIM card)
2. Inform them you want to **port a number from Twilio**
3. Provide all required information from Step 2
4. Complete any forms or authorizations they require
5. Pay any porting fees (typically $10-50)

**New carrier will:**

* Submit port request to Twilio on your behalf
* Coordinate the porting timeline
* Notify you of any issues or missing information
  {% endstep %}

{% step %}

#### Wait for Twilio to Process Request

**Twilio's review:**

1. Twilio receives port request from your new carrier
2. Twilio verifies account information matches
3. Twilio checks for outstanding issues:
   * Unpaid balances
   * Active contracts
   * Number ownership verification
4. If everything checks out, Twilio approves the port
5. If issues exist, Twilio rejects and provides reason

**Timeline:**

* Initial review: 1-3 business days
* Resolution of issues: Varies
* Final approval: After all requirements met
  {% endstep %}

{% step %}

#### Receive Port Confirmation and Activate

**When port is approved:**

1. **New carrier notifies you** of port completion date
2. **Port date arrives** (usually overnight, scheduled in advance)
3. **Number transfers** to new carrier (brief downtime possible)
4. **New carrier activates** your number on their network
5. **You receive SIM card** (may arrive before or after port date)

**After activation:**

* ✅ Insert SIM card into your Android device
* ✅ Verify you can send/receive SMS natively
* ✅ Install and connect WhatSnap Gateway app
* ✅ Start using your ported number with WhatSnap!
  {% endstep %}
  {% endstepper %}

***

### Twilio Support Resources

**Official Twilio documentation:** 🔗 [How Do I Port My Phone Numbers Away from Twilio?](https://help.twilio.com/articles/223179588-How-do-I-port-my-phone-numbers-away-from-Twilio-)

**Get help from Twilio:**

* **Twilio Support Center**: <https://support.twilio.com>
* **Support ticket**: Submit via your Twilio console
* **Phone support**: Available for paid accounts
* **Email**: <support@twilio.com>

**Before contacting Twilio:**

* Have your Account SID ready
* Note the specific numbers you're porting
* Document any errors or rejection reasons
* Prepare your questions clearly

{% hint style="warning" %}
**Remember**: WhatSnap cannot provide support for Twilio porting issues. All questions must go to Twilio Support directly.
{% endhint %}

***

## Porting Numbers Away From LeadConnector

### Overview

LeadConnector is GoHighLevel's built-in phone service. Porting numbers out of LeadConnector follows a similar process to Twilio, but you'll work with GoHighLevel support.

**Process timeline:**

* ⏰ Typically takes 7-21 business days
* ⏰ Can vary based on number type and carrier coordination
* ⏰ Local numbers usually faster than toll-free

***

### What You Need to Know

**Porting from LeadConnector:**

**Key points:**

* LeadConnector uses Twilio as backend (in many cases)
* GoHighLevel manages the porting process
* May require Letter of Authorization (LOA)
* Account must be in good standing
* All outstanding balances must be paid

**Number ownership verification:**

* GoHighLevel will verify you own the number
* May require documentation proving business ownership
* Process ensures legitimate port requests only

***

### Step-by-Step Guide

{% stepper %}
{% step %}

#### Verify Number Eligibility

**Not all numbers can be ported:**

**Can usually port:**

* ✅ Local phone numbers
* ✅ Toll-free numbers (process may be longer)
* ✅ Numbers you've owned for 90+ days

**Cannot port:**

* ❌ Numbers still under contract lock-in period
* ❌ Numbers with outstanding disputes
* ❌ Temporary or trial numbers
* ❌ Some virtual/VoIP-only numbers

**Check eligibility:**

1. Log in to your **GoHighLevel account**
2. Go to **Settings** → **Phone Numbers**
3. Check number status and type
4. Contact GHL support if unsure
   {% endstep %}

{% step %}

#### Choose Your New Carrier

Select a carrier for your SIM card:

* Must support porting the type of number you have
* Should offer unlimited or high-volume SMS
* Check coverage in your area
* Review fair use policies

See: [Recommended SIM Plans](https://whatsnap.gitbook.io/whatsnap-docs/account-management/sms/sms-specifications#sim-plan-recommendations-by-country)
{% endstep %}

{% step %}

#### Gather Required Information from GoHighLevel

**Information you'll need:**

* [ ] **Phone number(s)** to port (exact format)
* [ ] **GoHighLevel account number** or agency ID
* [ ] **Account holder name** (business or personal)
* [ ] **Service address** for the phone number
* [ ] **Billing contact** information
* [ ] **Authorized representative** name (if applicable)
* [ ] **Letter of Authorization (LOA)** - prepare to sign

**Where to find:**

1. **GoHighLevel** → **Settings** → **Phone Numbers**
2. **Settings** → **My Account** for account details
3. **Billing** section for account number/info

{% hint style="info" %}
**LOA (Letter of Authorization)**: This document authorizes the number port. Your new carrier typically provides the form, you sign it, and it's submitted to GoHighLevel.
{% endhint %}
{% endstep %}

{% step %}

#### Submit Port Request with New Carrier

**Initiate the port:**

1. **Contact your new carrier** (SIM provider)
2. Inform them: "I want to port a number from GoHighLevel/LeadConnector"
3. **Provide all required information** from Step 3
4. **Complete LOA** (Letter of Authorization) if required
5. **Submit documentation** to new carrier
6. **Pay any porting fees** (varies by carrier)

**New carrier will:**

* Verify information completeness
* Submit port request to GoHighLevel
* Coordinate timeline with GHL
* Keep you updated on status
  {% endstep %}

{% step %}

#### GoHighLevel Processes Request

**GHL's review process:**

1. **Receives port request** from your new carrier
2. **Verifies account** ownership and standing
3. **Checks for issues**:
   * Outstanding balances (must be $0)
   * Active services or campaigns using the number
   * Contract obligations
   * Correct account information match
4. **Approves or rejects** within 3-5 business days
5. **Schedules port date** if approved

**If rejected:**

* GoHighLevel provides specific reason
* You resolve the issue (pay balance, update info, etc.)
* Resubmit port request
* Process continues
  {% endstep %}

{% step %}

#### Wait for Port Completion

**Timeline expectations:**

* **Day 1-5**: Initial processing and verification
* **Day 5-14**: Coordination between carriers
* **Day 14-21**: Port execution and activation
* **Port date**: Scheduled in advance (usually overnight)

**During this time:**

* ✅ Keep GoHighLevel account active
* ✅ Don't cancel services or numbers
* ✅ Maintain valid payment method
* ✅ Respond promptly to any requests
* ❌ Don't initiate changes to the number
  {% endstep %}

{% step %}

#### Activate Number with New Carrier

**When port completes:**

1. **New carrier confirms** port is complete
2. **Number transfers** to new carrier's network
3. **Brief service interruption** (usually 1-4 hours, often overnight)
4. **SIM card activated** with your ported number
5. **Test immediately**:
   * Send SMS to yourself from another phone
   * Receive SMS on the device
   * Confirm number is working

**After confirmation:**

* Insert SIM into Android device
* Install WhatSnap Gateway app
* Connect to WhatSnap
* Start messaging through GHL with your ported number!
  {% endstep %}
  {% endstepper %}

***

### GoHighLevel Support Resources

**Official GHL documentation:** 🔗 [GoHighLevel Support Center](https://help.gohighlevel.com/support/solutions)

**Get help from GoHighLevel:**

* **Support portal**: Access via your GHL dashboard
* **Live chat**: Available in GHL app (bottom right)
* **Support ticket**: Submit for complex issues
* **Community**: GHL Facebook group for peer help
* **Email**: Check your account for support email

**Before contacting GHL:**

* Have your agency ID and sub-account details ready
* Note the specific phone number(s) you're porting
* Document any rejection reasons or errors
* Include your new carrier's information

{% hint style="warning" %}
**Remember**: WhatSnap cannot assist with GoHighLevel porting. Direct all porting questions to GoHighLevel Support.
{% endhint %}

***

## Common Porting Issues and Solutions

### Port Request Rejected

**Common rejection reasons:**

<details>

<summary><strong>Outstanding Balance</strong></summary>

**Issue**: You have unpaid charges on your Twilio or GHL account.

**Solution**:

1. Log in to your account
2. Go to Billing section
3. Pay any outstanding balance in full
4. Wait for payment to clear (1-3 business days)
5. Resubmit port request

</details>

<details>

<summary><strong>Account Information Mismatch</strong></summary>

**Issue**: Information provided doesn't match account records.

**Solution**:

1. Double-check all details:
   * Account holder name (exact spelling)
   * Service address
   * Phone number format
   * Account number/ID
2. Correct any discrepancies
3. Resubmit with accurate information

</details>

<details>

<summary><strong>Number Under Contract</strong></summary>

**Issue**: Number has minimum service period or active contract.

**Solution**:

1. Review your service agreement
2. Wait until contract expires, OR
3. Pay early termination fee (if applicable)
4. Get confirmation from provider
5. Resubmit port request

</details>

<details>

<summary><strong>Missing Letter of Authorization (LOA)</strong></summary>

**Issue**: Required LOA not submitted or incomplete.

**Solution**:

1. Request LOA form from your new carrier
2. Complete ALL fields accurately
3. Sign and date the form
4. Submit to new carrier
5. Verify carrier received and filed the LOA

</details>

***

### Port Taking Too Long

**If port exceeds expected timeline:**

**Actions to take:**

1. **Contact new carrier** first - ask for status update
2. **Ask for specific issue** - what's causing delay?
3. **Contact old provider** (Twilio/GHL) if new carrier reports issues on their end
4. **Document timeline** - keep records of all communications
5. **Escalate if needed** - request supervisor if stuck

**Common causes of delays:**

* Incomplete information provided
* Coordination issues between carriers
* Technical issues with number database
* Holidays or weekends (not counted in business days)
* Multiple numbers being ported simultaneously

***

### Port Failed/Number Lost

**Rare but serious issue:**

**If port fails catastrophically:**

1. **Contact old provider IMMEDIATELY** - may be able to recover number
2. **Contact new carrier** - understand what went wrong
3. **Document everything** - screenshots, emails, support tickets
4. **File complaint** if provider error caused failure

**Prevention:**

* Don't cancel old service until port confirms complete
* Keep all accounts active during port window
* Respond quickly to any information requests
* Double-check all submitted information for accuracy

***

## After Porting: Using Number with WhatSnap

### Setting Up WhatSnap with Ported Number

{% stepper %}
{% step %}

#### Verify SIM Card Works

Before connecting to WhatSnap:

1. **Insert SIM** into Android device
2. **Power on** device
3. **Wait** for network connection
4. **Send test SMS** using native Messages app
5. **Receive test SMS** from another phone
6. **Confirm** ported number is working
   {% endstep %}

{% step %}

#### Install WhatSnap Gateway

1. Download **WhatSnap Gateway APK**
2. Install on Android device
3. Grant all required permissions
4. Scan QR code from WhatSnap dashboard
5. Start gateway service

See: [SMS Installation Guide](https://whatsnap.gitbook.io/whatsnap-docs/account-management/sms/sms-installation-setup)
{% endstep %}

{% step %}

#### Configure in GoHighLevel

1. In **WhatSnap dashboard**, verify device appears
2. Assign device to appropriate sub-account
3. Note the device tag (e.g., `whatsnap-account-ported-number`)
4. In **GoHighLevel** sub-account:
   * Settings → Phone Numbers
   * Set custom provider to "WhatSnap SMS Gateway"
   * Save changes
     {% endstep %}

{% step %}

#### Test Complete Setup

1. Open contact in GoHighLevel
2. Add device tag to contact
3. Send test SMS through GHL
4. Verify delivery from your ported number
5. Have recipient reply
6. Confirm reply syncs to GHL

{% hint style="success" %}
**Success!** Your ported number is now working with WhatSnap SMS through GoHighLevel!
{% endhint %}
{% endstep %}
{% endstepper %}

***

## Alternative: Keep Old Number + Add New Number

### Using Both Numbers

Instead of porting, you might consider:

**Option: Keep Twilio/LeadConnector + Add WhatSnap**

**Setup:**

* Keep existing Twilio or LeadConnector number active
* Add NEW number via WhatSnap SMS (different carrier SIM)
* Use both numbers for different purposes

**Benefits:**

* ✅ No porting hassle or delays
* ✅ Start using WhatSnap immediately
* ✅ Two numbers = higher capacity
* ✅ Segmentation options

**Example use cases:**

* **Old number (Twilio)**: High-volume transactional SMS
* **New number (WhatSnap)**: Personal touch, database reactivation
* Or vice versa based on your needs

**Cost comparison:**

* Twilio: Per-message cost (\~$0.0075/msg)
* WhatSnap: Fixed monthly cost ($10-30 SIM plan)
* Running both may still be cost-effective

***

## Summary Checklist

**Porting numbers from Twilio or LeadConnector:**

* [ ] Understand WhatSnap cannot assist with porting
* [ ] Choose new carrier for SIM card
* [ ] Gather all required account information
* [ ] Initiate port request with NEW carrier (not old provider)
* [ ] Submit Letter of Authorization if required
* [ ] Wait for old provider to approve (7-21 days)
* [ ] Receive SIM card and activation confirmation
* [ ] Test ported number works
* [ ] Install WhatSnap Gateway on Android device
* [ ] Configure in GoHighLevel
* [ ] Test complete setup end-to-end

***

## Getting Help with Porting

### For Twilio Porting Issues

**Contact Twilio Support:**

* 🔗 [Twilio Help Center](https://help.twilio.com)
* 📧 <support@twilio.com>
* 📄 [Official Porting Guide](https://help.twilio.com/articles/223179588)

### For LeadConnector/GoHighLevel Porting Issues

**Contact GoHighLevel Support:**

* 🔗 [GHL Support Center](https://help.gohighlevel.com/support/solutions)
* 💬 Live chat in GHL dashboard
* 🎫 Support ticket via your account

### For WhatSnap Setup (After Porting)

**Once port is complete, WhatSnap can help with:**

* Installing Gateway app on your device
* Connecting ported number to GHL
* Troubleshooting message sending/receiving
* Optimizing your WhatSnap configuration

**Contact**: <support@whatsnap.ai>

***

## Related Resources

* [SMS Installation Guide](https://whatsnap.gitbook.io/whatsnap-docs/account-management/sms/sms-installation-setup) - Set up WhatSnap after porting
* [SIM Specifications](https://whatsnap.gitbook.io/whatsnap-docs/account-management/sms/sms-specifications) - Choose right carrier/plan
* [FAQ Main Page](https://whatsnap.gitbook.io/whatsnap-docs/faq/sms) - Other common questions
* [SMS Main Guide](https://whatsnap.gitbook.io/whatsnap-docs/account-management/sms) - Complete SMS overview

***

**Remember**: For ALL porting questions and support, contact Twilio or GoHighLevel directly. WhatSnap will be ready to help once your number is ported and you're ready to set up SMS messaging!
