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Phone System

Porting a Client Phone Number

Use this SOP when a client wants to move their existing phone number into the Suite. The Bridge must be in place before we submit the port.

Step 1

Send the Phone Number Porting Request Form.

Send the client the porting email and SMS. The client completes our form first so we can review the information and control when the actual port is submitted.

Phone Number Porting Request Form Letter of Authorization
Sample message to send the client Client Porting Request Template
Email

Hi {{contact.first_name}},

Please use the following link to submit the necessary details. I have also attached the authorization letter for your signature. You can disregard those fields that say "optional", we'll fill that out for you. Thanks!

Porting Form: Click Here

Here's the information needed:

  • Letter of Authorization Form: Link to form (Click File at the top, then Download > PDF. The file must be a PDF and cannot exceed 4MB.)
  • Landline & Toll-Free Phone Numbers To Be Ported: Put N/A if none.
  • Wireless Phone Number To Be Ported.
  • Wireless Number's Account Number.
  • Wireless Number's PIN or Last 4 Digits of SSN.
  • Most Recent Phone Billing Statement: A scanned or electronic copy. The file must be a PDF and cannot exceed 4MB.

Please note that porting usually takes 2 to 4 weeks, and there may be interruptions during this process. To ensure you have continuous service, you'll need to purchase a temporary number. Please let me know your preferred area code for that!

If you have any questions or need clarification, just let me know.

Thank you!
Team Staffless

SMS

Hi {{contact.first_name}}, we've emailed you the details to start the phone number porting process. Please fill out the form and sign the Letter of Authorization. Thanks!

Hover over or tab to the question mark to view this template.
Step 2

Set up the Bridge before starting the port.

  1. Review the submitted form and required documents.
  2. Ask the client when they would like us to start the port.
  3. Purchase and test the temporary Suite number using their preferred area code.
  4. Send the Bridge email and SMS before submitting the actual port.
  5. Recommend adding the temporary number to their website and social media while the port is in progress.
Important Do not submit the port until the Bridge announcement has been sent.
Do Not Do not rely on or promise call forwarding from the old number to the temporary number during the carrier transfer.
Sample Bridge notice Bridge Announcement Template
Email or SMS

Hi {{contact.first_name}}, we're getting ready to transfer our main phone number to our new phone system. During the carrier transfer, our regular number may be temporarily unavailable.

If you need us during that time, please call or text our temporary number at {{temporary_number}}. We'll let you know once our main number is fully back online. Thank you!

Step 3

Submit the port after the Bridge is live.

  1. Complete the GoHighLevel porting request using the information the client submitted to us.
  2. Complete any internal or optional fields for the client.
  3. Use our team contact information so porting updates come to us.
  4. Keep the client's current carrier active until the port is complete and tested.
HighLevel Porting Form
Expected Timeline Standard ports usually take about 2 to 4 weeks after the required information and documents are submitted. The carrier controls the final port date.
Step 4

Notify the client when the carrier gives us the port date.

  1. Monitor the carrier updates sent to our team.
  2. When we receive the confirmed port date or FOC window, notify the client right away.
  3. Keep the temporary Bridge number active during the cutover.
  4. Continue monitoring until the carrier confirms the port is complete.
Port Date = Cutover Window Based on our experience, this is the point when the original number may go out of service while the carrier completes the transfer. Keep the Bridge active until testing is complete.
Sample port-date update Client Port Date Update

Hi {{contact.first_name}}, we received an update from the carrier and your main phone number is scheduled to port on {{port_date}}.

This is the transfer window when your main number may be temporarily unavailable, so please continue using the temporary number {{temporary_number}} until we confirm the port is complete and fully tested. We'll update you as soon as testing is finished.

Step 5

Test the ported number and close the Bridge.

  1. Set the ported number as the client's main/default Suite number.
  2. Test incoming calls, outgoing calls, incoming texts, and outgoing texts.
  3. Send the client a completion update only after the number is working correctly.
  4. Ask whether they want to keep the temporary number or remove it.
Sample completion update Port Complete Template

Hi {{contact.first_name}}, your main phone number {{ported_number}} has been successfully ported and we've completed testing. Calls and texts are working correctly, and this is now the main/default number in your Suite.

Would you like to keep the temporary number as a second number, or would you like us to remove it?

Keep the temporary number

Leave it in the client's Suite as a second number. The ported number remains the main/default number for calls and texts.

Remove the temporary number

Do not delete it immediately. Follow the separate Temporary Number Removal After Porting SOP for the transition and final deletion.

Temporary Number Removal Overview If the client wants the temporary number removed, keep it in their Suite for 30 days after switching the ported number to default. Then move the temporary number to the admin Suite for another 30 days with an auto-reply directing callers/texts to the restored main number. After that second 30-day period, the temporary number can be deleted. Follow the separate removal SOP for the full process.
Temporary Number Removal After Porting SOP - Add Link
Quick FAQs

Common porting questions.

How long does porting take?

Standard ports usually take about 2 to 4 weeks after the required information and documents are submitted.

When can the original number go down?

The number normally remains active while the request is being processed. The main risk of interruption is during the carrier's confirmed port or FOC cutover window.

Can the client cancel their old carrier after we submit?

No. Keep the current carrier active until the port is complete and the ported number has been tested successfully.

What happens to the temporary number after the port?

The client can keep it as a second Suite number or ask us to remove it through the separate temporary-number transition process.

SOP Complete
The ported number is live, tested, and set as the main number. The client has been updated and has chosen whether to keep or transition out the temporary Bridge number.