Bringing your existing phone number over

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

Your account comes with a CRM number to start with. 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. You do this on the web. The phone app doesn't have this form.

To start a request:

1. In the menu, click Phone. You can also open Settings and click Phone numbers under Phone & booking.
2. Scroll down past your lines and click Bring a number you already have.

Check the number first

The form starts small. You enter the number, and the CRM checks how it can come over before it asks for anything else.

1. Type the number in Phone number.
2. 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.
3. Moving more than one number from the same account? Click + Another number on the same account and add it the same way (up to 20). Click Remove to drop one.
4. If you picked Become my main CRM line, choose what happens to the line you were set up with: Let it go a few days after the move, or Keep it as an extra line. You can't send the request until you pick one.
5. 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.

Fill in what the form asks for

What comes 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.

1. Current phone company: who you pay now.
2. Type of line: Landline, Cell phone, Internet phone (VoIP), Google Voice or Not sure.
3. The account is in the name of: A business or A person.
4. Name on the account, exactly as it's printed on the bill.
5. Account number, plus Main number on the account (if different) if your bill lists another number as the main one.
6. Transfer PIN. A cell phone or Google Voice number needs one. For other lines, enter it if your carrier gave you one.
7. Preferred move date (optional). Leave it blank for the earliest date. If you pick one, it has to be at least a week away.
8. 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.
9. Who can sign for the account? (full name) and Their email. Enter their 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.
10. 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.
11. Click Start the move.

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

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

A number on another Twilio account or HighLevel

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, and we email them what to send.
• HighLevel (LC Phone): enter your HighLevel location ID (the letters and numbers after /location/ in its address). We ask HighLevel support to move it for you. Keep your HighLevel account open until it's moved.

Then click Start the move.

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've got 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, and if the carrier turned the number down you'll see their reason.
• 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. To stop a request, click Cancel request and confirm. A cancelled request shows Start again if you change your mind.

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 picks up the call settings of the line you were set up with, like who it rings and your hours. The old line stays 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.

Related articles

• Setting up your CRM phone
• How to get a new phone number
• Choosing who your calls ring
• CRM phone FAQ
• Understanding texting registration (A2P)