Port a phone number into WellnessLiving

You can move an existing phone number into WellnessLiving so your clients can reach you at the same number you've always used. This process is called porting. WellnessLiving handles the porting process on your behalf. You don't need any extra accounts or technical knowledge.

A ported number only sends and receives SMS through WellnessLiving; voice calls stop working on it. If you want to keep taking calls on your current number, see Host messaging on Twilio below instead.

Porting is free. WellnessLiving doesn't charge you to port your number in.

Before you begin

Complete the following steps before you submit a port-in request:

• Keep service active with your current provider. Don't cancel your existing phone service before the port is complete. Your number must stay active throughout the process. After the port is done, your current provider typically keeps your service running for up to 10 days while things finalize. Keep paying for service with your current provider until you've confirmed that calls and messages are coming through on WellnessLiving.
  ​

• Your information must match your provider's records exactly. The name, address, and account details you provide must match what's on file with your current provider. Mismatched information is the most common reason ports get rejected.
  ​

• PO Box addresses aren't accepted. Use a physical street address. Submitting a PO Box will delay the port.
  ​

• Rules vary by country. Not every country lets you keep your number when you switch providers. Requirements, fees, and timelines vary by country and number type (local, mobile, or toll-free).
  ​

Host messaging on Twilio

If you want to keep taking calls on your current carrier, you don't have to fully port your number. WellnessLiving can host just the SMS/MMS messaging capability on Twilio instead, while your number stays with your current provider for voice.

This option isn't self-service. Contact WellnessLiving Support to request it, and we'll walk you through the process.

Port your phone number

Step 1: Gather the required information

Before you contact WellnessLiving Support, collect the following from your current phone provider:

• Account holder name. The full name of the person or business listed on the account.

• Account type. Whether your number is registered as a residential or business account with your current provider.

• Service address. The physical street address on file with your provider. PO Boxes aren't accepted.

• ​Account number.

• PIN or passcode. Required for mobile numbers and for some local numbers, depending on your provider.​

• A recent bill or account record. A copy of a phone bill from the last 30 days that shows your account number, name, service address, and the phone number(s) you want to port. If your provider offers a Customer Service Record (CSR) — an official summary of your account details — you can use that instead of a bill.

• The phone number(s) you want to port, including the country code (for example, +14155551212).

To gather the required information:

1. Contact your current provider and ask for your account number and PIN or passcode.
   ​

2. Request a copy of your most recent bill or a Customer Service Record (CSR) dated within the last 30 days.
   ​

3. Confirm that the account holder name, account type, and service address on file match the details you'll submit to WellnessLiving.
   ​

4. Review Common reasons for port rejection to ensure your request is ready.

Step 2: Submit the port-in request to WellnessLiving

To submit your port-in request:

1. Contact WellnessLiving Support. Include the following in your message:

   • The phone number(s) you want to port.

   • The name of your current provider.

   • A copy of your most recent bill or account record.
     ​

2. WellnessLiving Support will confirm that your number can be moved, then send you a Letter of Authorization (LOA). This is a form giving WellnessLiving permission to transfer your number.
   ​

3. Sign the LOA as the account holder.
   ​

4. WellnessLiving Support will submit the signed form and your documents to complete the transfer request.

Step 3: Wait for the port date

After the request is submitted:

• WellnessLiving Support will let you know your confirmed port date once it's scheduled.

• Your current provider may reject the port if your information doesn't match their records. If that happens, WellnessLiving Support will reach out to get the correct details.

• On the port date, your number is transferred and activated for your business in WellnessLiving.

Changed your mind? Contact WellnessLiving Support to cancel the request before your port date is confirmed and scheduled. Once the port date is confirmed, the request can't be stopped.

Step 4: Verify the port and re-enable SMS

After the port completes:

1. Keep your current provider service active for at least 10 days after the port date, just in case there's a delay or the transfer needs to be reversed.
   ​

2. Confirm that calls and messages are coming through on your WellnessLiving number.
   ​

3. Re-enable SMS. Before you can send text messages from your ported number, it needs to be registered with a messaging campaign. WellnessLiving Support will handle this for you. SMS is usually ready within 1 to 2 days of registration being approved.

Once you've confirmed everything is working, cancel service with your old provider.

For more information, see Enrolling for A2P 10DLC (US businesses only).
​

Porting timelines

Timelines are set by your provider and can't be guaranteed by WellnessLiving:

• US local and mobile numbers: 5 to 15 business days for most ports. Rejections can extend this to 4 weeks or longer.

• US toll-free numbers: Toll-free porting follows a separate process. Timelines vary.

• International numbers: 4 to 6 weeks. Country-specific requirements apply.

Common reasons for port rejection

The following are the most common reasons a port gets rejected. Check each item before you submit:

Next steps

Once your number is ported, you're ready to set up SMS messaging and campaigns in WellnessLiving.

• SMS Messaging

• Enrolling for A2P 10DLC (US businesses only)