In this article, you'll learn how to move a phone number you already own into the CRM, so customers keep calling and texting the number they know.

Your account comes with a CRM number from day one. If you'd rather keep your old business number, you can bring it over and make it your main CRM line, or add it as an extra line. This is done on the web, on a desktop or tablet browser. On a phone-sized screen, and in the phone app, the Phone numbers page only notes that buying and porting numbers happen on the web CRM.

Note: Bringing a number over is part of the paid plans. On the free CRM, the Phone numbers page shows More numbers and texting come with the paid plans with an Upgrade link instead.

Warning: Don't cancel your current phone service. It has to stay active until the move is done, or the number can be lost.

To open the form:

In the menu, click Phone. You can also open Settings and click Phone numbers under Phone & booking.
Below your numbers, click Bring a number you already have.

Note: Bring a number you already have only appears once your CRM phone account has been created. If you only see Buy a number, click Continue registration in the Text messaging registration card first.

The Phone numbers page, with Buy a number and Bring a number you already have below your lines

Check the number first

The form starts small. You type the number, and the CRM checks how it can come over before it asks for anything else. Click Close at the top right if you want to back out.

Type the number in Phone number.
Under What should it do?, pick Become my main CRM line or Add as an extra line. Only one number can become the main line.
Bringing more than one number from the same account? Click + Another number on the same account and fill it in the same way, up to 20. Click Remove to drop one.
If a number is set to become your main line, answer What should happen to your current CRM number, the line we set you up with? Pick Let it go a few days after the move or Keep it as an extra line. You can't send the request until you choose.
Click Check the number.

If a number can't be moved, the reason shows in red beside it. If your numbers would come over in different ways, the form tells you they need separate requests. Remove all but one group and check again.

Starting a request to bring your number over

Fill in what the form asks for

What shows next depends on where the number lives today.

A number with a regular phone company

This is the usual case: a landline, cell phone or internet phone with a carrier. Copy everything from your phone bill exactly. Most turned-down moves come down to a name or address that doesn't match what the carrier has on file.

Current phone company: who you pay now.
Type of line: Landline, Cell phone, Internet phone (VoIP), Google Voice or Not sure. If the check found a cell number, this is set to Cell phone for you.
The account is in the name of: A business or A person.
Name on the account, exactly as it's printed on the bill.
Account number, plus Main number on the account (if different) if your bill lists another number as the main one.
Transfer PIN. A cell phone or Google Voice number needs one. For other lines the label reads Transfer PIN (if your carrier gave you one).
Preferred move date (optional). Leave it blank for the earliest date. If you pick one, it has to be at least a week away.
Service address on the account, with Suite / unit, City, State and ZIP. A PO Box is refused, so use the street address on the account.
Who can sign for the account? (full name) and Their email. Enter a first and last name. This person gets a short letter of authorization to sign by email, sent by our carrier partner, Twilio. They have 30 days, and nothing moves until they sign.
Under A recent bill (from the last 30 days), upload a PDF, PNG or JPG under 10 MB that shows the account name, address and number.
Click Start the move.

When a PIN is needed, a Getting a transfer PIN box shows how to get one from Verizon, AT&T, T-Mobile and Google Voice.

Tip: Get the PIN right before you send the form, and don't request a new one afterwards. A new PIN cancels the old one.

Toll-free numbers show a note that they're moved by hand. The details you fill in are the same.

A number already on Twilio's network

Some numbers already sit on a Twilio account, for example through another phone service. When the check finds that, the form asks Where is it now?

Another Twilio account: enter Twilio Account SID it's on, Account owner's full name and Account owner's email. The owner of that account has to confirm the move in writing. We email them what to send.
HighLevel (LC Phone): enter your HighLevel location ID, the letters and numbers after /location/ in its web address. We ask their support team to move it for you. Keep that account open until it's moved.

Then click Start the move.

Note: If you leave something out, the request is still saved. It shows Needs details from you with a note starting "We still need:" that lists what's missing, so you can add it later.

Follow the move

After you send the form, a Numbers you're bringing over card appears on the same page. Each request shows the number, a reference code and where things stand:

Getting ready to file or Filed — in review: we have your details and the request is on its way to the carrier.
Waiting for a signature: the person who can sign has the letter of authorization in their email. The carrier won't start until it's signed.
With your current carrier: the move is underway. If a date is set, the card shows it. Keep your current service running until then.
Needs details from you or Needs attention: something has to be fixed. Any note from us shows in red. If the carrier turned the number down, the card shows their reason and says we'll email you what to fix.
We're handling it: the number is being moved by hand.
Moved over: the number is in your CRM.
Can't be moved: the check found the number can't come over.

To fix something, click Update details, change what's needed, and click Save the details. A PIN already on file stays unless you type a new one, and a bill on file stays unless you upload a newer one. Once a request has been filed, the numbers on it can't be changed.

To stop a request, click Cancel request, then Cancel the port in the box that opens. Click Keep it to change your mind. A cancelled request shows Start again if you want to pick it back up.

The Numbers you're bringing over card, showing each request and where it stands

Good to know

Your number keeps working with your current carrier the whole time. Calls only start coming to the CRM once it has moved.
When the number becomes your main CRM line, it takes on the call settings of the line you were set up with: who it rings, your hours, the phone menu, forwarding, recording and the missed-call text-back. The old line shows as an extra line, or is let go a few days after the move, whichever you chose.
Texting on the moved number runs on your existing texting registration, so there's nothing separate to register. Calls work right away. Texts can take a few business days to start routing.

Bringing your existing phone number over