If customers already know your business by an existing phone number, you don't have to give it up to bring calls into respond.io. Porting moves that number from your current carrier into your Telnyx VoIP Channel, so you can keep making and receiving calls on the same number — now alongside your messaging Channels in one Inbox.
This article covers what to prepare before you start. The port request itself is submitted directly in the Telnyx portal.
Before you begin
A Telnyx VoIP Channel already connected to respond.io. Connect Telnyx VoIP first if you haven't — that connection creates the Telnyx sub-account into which porting adds your number. Respond.io doesn't support connecting an independent, existing Telnyx account.
Check the number's portability using Telnyx's coverage page — confirm the country and number type support porting before you go any further. This is faster than checking inside the portal.
Then confirm directly with Telnyx: if you already have a Telnyx account, verify portability in the Telnyx portal. If you don't have one yet, contact Telnyx support to check.
Information you'll need
The port request must match the losing carrier's records exactly, including abbreviations and punctuation. Have the following ready:
End User Name — the business name on the existing carrier account.
Authorized Person Name — the person authorized to change the account, usually the billing contact.
Billing Telephone Number (BTN) — the main number tied to the carrier account. It may not be the number you're porting. An incorrect BTN is a common cause of rejection. If you're porting a number that's currently the BTN on a multi-number account, assign a different active number as the BTN before submitting.
Account Number — usually on the losing carrier's invoice or online portal. Leave this blank if you can't find it.
PIN/Passcode — only if the number is locked with a Personal Identification Number (PIN) or passcode.
Service Address — the address on file with the current carrier. It may differ from the billing address.
Choose your porting option
As part of the same request, decide:
Full port — every number on the account moves to Telnyx.
Partial port — only some numbers move; specify which numbers stay with the losing carrier.
FastPort, if the number is eligible, for faster activation than a standard request — or choose the earliest available date, or a specific date and time.
Documents you'll need
A recent phone bill from the current carrier, dated within the past 90 days, showing the customer's name, the number(s) being ported, the carrier's name and logo, the invoice date, and the account number.
A signed Letter of Authorization (LOA) listing every number being ported, the customer's full legal name, service address, current carrier name, account number, signing date, and signature. Telnyx provides an LOA template and an auto-generate option during the port request. Missing or mismatched numbers on the LOA are a common cause of rejection.
Submit and track the request
Start a new port request in the Telnyx portal, using the information, choices, and documents above. Telnyx's own guide covers navigating the portal and tracking your request's status.
After submitting, monitor the request to confirm it receives a Firm Order Commitment (FOC) and is approved by the losing carrier.
Typical porting timelines
Simple wireless ports: 1-3 business days.
Standard local number ports: 3-7 business days.
Complex or business ports: 7-15+ business days.
Timelines vary by losing carrier and country regulations.
Once porting completes
Your ported number becomes active on your Telnyx sub-account, and you can use it in respond.io the same way as any Telnyx number: make and receive calls from the Inbox, transfer calls between teammates, and review call activity in the Contact drawer and Reports: Calls.
FAQ and troubleshooting
Why was my port request rejected?
Common rejection reasons include an incorrect BTN, mismatched service address, incorrect account number, unauthorized contact name, missing phone numbers on the LOA, inactive or disconnected numbers, PIN/passcode mismatch, or an invoice older than 90 days.
Request a Customer Service Record (CSR) from the losing carrier to confirm the exact information on file, then resubmit with corrected details.
Can I port a number off a disabled Telnyx account?
Yes — the account doesn't need to be re-enabled first. The new carrier (your respond.io Telnyx sub-account) initiates the port request and Telnyx completes it on their end. See Port numbers away from Telnyx.
Timing matters, though: numbers on a disabled account (for example, a negative balance) go on a 2-week hold where only the original account holder can act on them, followed by a 2-week "aging" period where no one can, before they're released generally. See What happens to my numbers after my account is disabled? Start the port before the hold period ends to keep the number tied to the account.
