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Port the numbers your customers already know — the ones on your trucks, business cards, and billboards — into Hiveku. The numbers keep working with your current provider during the entire transfer, then switch over automatically on the transfer date. Start at Communications → Porting (/dashboard/communications/porting) and click New port request, or click Port existing numbers on the Numbers tab.
Filing a port request is free, and nothing is committed until you click Send to the carrier on the order page. You can file, gather documents at your own pace, and cancel a draft with no effect on your numbers.

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What you’ll need

Ports are approved by matching your request against what your current provider has on file (their CSR — customer service record). Gather these before you file:
  • Account number and PIN / passcode from your current provider
  • Account holder name and service address, exactly as your provider has them
  • Billing telephone number — the main number on the account
  • The authorized person (usually the account owner) and their email, for e-signing the authorization
  • A recent bill (PDF, PNG, or JPEG up to 25MB) showing the account holder and the numbers
Do not cancel your current provider account at any point during the transfer. Numbers must stay active with your current provider until the port completes — cancelled numbers can be lost for good.

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Filing a port request

The wizard at /dashboard/communications/porting/new walks you through four steps:
1

Numbers

Paste the numbers in any format — one per line, comma-separated, or straight from a spreadsheet export. Up to 100 numbers per request; anything that isn’t a phone number is skipped and shown to you. Click Check portability for a free, instant verdict on each number: Portable, FastPort eligible (can transfer faster than the standard timeline), SMS-capable, or Not portable with the reason. Remove any non-portable numbers to continue — they stay with your current provider, untouched.
2

Current provider

Pick who has the numbers today. CallRail, GoHighLevel, and Twilio get a guided path: a step-by-step list of what to do at that provider, a copy-paste Support ticket template for providers that require an authorization ticket, and a Watch out for list of that provider’s common pitfalls. Any other carrier uses the generic path. See Provider notes below.
3

Account details

Enter the account holder details exactly as they appear on your provider’s records — mismatches are the number one cause of transfer delays. You’ll provide the account type (business or personal), account holder name, the authorized person and their email, account number, PIN, billing telephone number, and service address. Each field shows a provider-specific hint telling you where to find that value.
4

Review and file

Optionally request a transfer date (leave blank to let the carrier pick the earliest), choose whether to Also transfer text-messaging capability, and click File port request. If some numbers aren’t SMS-capable, messaging moves only where supported.
If filing fails partway, your request is saved as a draft — nothing you entered is lost, and the draft page links you back to retry.

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Tracking a port

Each request gets an order page with a reference code like PORT-XXXXXX — quote it in any support conversation. The page shows a status pipeline: A Needs attention badge means the carrier flagged a problem you can fix (see below). Rejected and Cancelled are final — the numbers stay with your current provider, unchanged, and you can file a new request any time.
Large requests are sometimes split into sibling orders (for example by number type or region). Split orders share the original reference code and are linked to each other on their order pages.

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Sending to the carrier

Filing creates the order; the Ready to send to the carrier? card is the commit step. It shows a checklist — authorization (LOA) signed, recent bill uploaded, plus anything else The carrier also requires for these specific numbers — so you can clear every requirement before clicking Send to the carrier. You can send before the LOA is signed, but most transfers require one and sending without it usually causes an exception.

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If the carrier flags a problem

The request pauses — it is not lost. The order page shows each problem in plain language with a suggested fix. Click Fix details, correct the fields, then Resubmit to the carrier. Common causes: account number or PIN mismatch, service address that doesn’t match the provider’s records, or a missing authorization.

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Adding details after filing

Some providers (CallRail and GoHighLevel in particular) only hand over the account number and PIN through a support ticket after you’ve started. That’s normal — use the Update carrier details card on the order page and click Add or correct details to add them when they arrive. Changes sync to the carrier automatically.

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Carrier conversation, verification, and cancel

  • Carrier conversation — notes from the carrier team appear on the order page, and you can reply inline. Prompt replies keep the transfer on schedule.
  • Number verification — only needed if the carrier asks you to prove control of the numbers: text a code to each number, then enter and submit the codes.
  • Cancel — asks the carrier to stop the transfer. It cannot always be reversed once the transfer date is near.
  • Request early activation — on FastPort-eligible orders with a confirmed date, you can ask to complete the transfer sooner. The switch happens when the carrier confirms, not immediately.

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Signing the authorization (LOA)

Your current provider verifies the transfer against a signed Letter of Authorization. Hiveku generates it prefilled from your request — no forms to fill out:
  • Send for signature — emails the authorized person a secure signing link. They sign in the browser and the signed copy attaches to the port automatically.
  • Sign now — if you are the authorized person, sign on the spot.
  • Upload a signed LOA instead — if you already have one on paper.
Re-sending the signature request invalidates the previous signing link. A detail correction after signing does not regenerate the letter — if the carrier requires updated details on the LOA itself, send a fresh one.

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Client handoff for agencies

If your client — not you — holds the provider account, use the Need the account holder to fill this in? card on the order page. Create secure link produces a no-login link (optionally emailed directly) where the account holder can enter the account number and PIN, upload a recent bill, and sign the authorization. You never need their provider login, and they never need a Hiveku account.

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Provider notes

An admin on the CallRail account must submit a support ticket authorizing the port-away and listing every number — the wizard gives you a copy-paste template. In the same ticket, request your CSR and port-out PIN, then copy the account details from the CSR character for character. Port-away is free for US and Canada numbers. The account number and PIN usually arrive after you’ve filed — add them via Update carrier details.

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Notifications

Account admins get an in-app notification and an email at every step: when the request is filed, when it’s sent to the carrier, when action is needed (with the specific fixes), when the transfer date is confirmed (with the date), and when the transfer completes (with what to do next). Notes from the carrier team also trigger a notification so replies don’t sit unread.

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After the transfer

Ported numbers appear on the Numbers tab marked Needs setup. For each number:
  1. Assign a verified E911 address — required before activation. See Compliance.
  2. Activate the number.
  3. Choose where calls ring — extension, ring group, IVR, queue, or AI agent. See Phone Numbers.
If you transferred text messaging, SMS on US local numbers still requires your account’s 10DLC registration before full-speed sending. See SMS Messaging and Compliance. Once calls flow correctly on Hiveku, it’s safe to close the old provider account.

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FAQ

Most transfers complete in 1-3 weeks. Provider estimates often run longer than reality, but complex accounts, toll-free numbers, and detail mismatches add time. FastPort-eligible numbers can complete faster.
No. The numbers keep working with your current provider for the entire process and switch to Hiveku automatically on the transfer date. There is no outage window when details are correct.
The portability check shows the reason. Remove it from the request to continue with the rest — it stays with your current provider, untouched — and contact support to look at options for that number.
Filing and the portability check are free. Once ported, each number bills at Hiveku’s standard monthly rate for its type. Most providers (including CallRail for US and Canada numbers) don’t charge to release numbers.

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Next steps

Phone Numbers

Routing, failover, and SMS setup for your ported numbers.

Compliance

E911, 10DLC, and the rules that apply once you’re live.