Port a number away from Enfonica

Port the number to your new provider

Your new provider runs the port. The request reaches Enfonica from them, so you don't need to tell us first. Your part is to give them the right details and keep the number active until it moves.

To port a number away from Enfonica:

1. Find the number's account number. For a landline, 13, 1300, or 1800 number, it's the account number on your latest Enfonica invoice. For a mobile number, get its porting account number from Enfonica support. Contact support with the mobile number and the project it's in. Every Enfonica mobile has its own porting account number. It's an eight-digit number that starts with 3.
2. Give your new provider the number and its account number. Mobile ports happen automatically and in real time, so the account number has to match exactly.
3. If your new provider asks for a bill that shows the number, send them your latest Enfonica invoice. Enfonica invoices don't list each number, so include a screenshot of the number under Phone Numbers > My numbers in the Console.
4. Ask your new provider to request the port, and to set up the number on their side before it moves.
5. Leave the number and its setup in your Enfonica project as they are until the port completes. Calls keep arriving through Enfonica until the cutover.

If you're a reseller

When a port request arrives for one of your clients' landline, 13, 1300, or 1800 numbers, we email you to confirm it. The email includes the number and the account number that the new provider used. If we don't hear back within one business day, the port is treated as valid and goes ahead.

A port can be rejected only for one of these reasons:

• The number isn't active, or is suspended.
• Other services are attached to the number.
• The account number is invalid.

Not hearing from your client isn't a reason to reject a port. Whoever holds the rights to use the number doesn't need to tell you before they move it, and a legitimate port mustn't be obstructed. If you reject a port, reply with the reason, so we can pass it on.

Mobile ports work differently. We don't send them to you to confirm, because a mobile port goes ahead as soon as the porting account number matches.

What happens when the port completes

After the number moves, your new provider handles calls to it. We remove the number from your Enfonica project, and it stops incurring charges. If its monthly fee was charged before the port, that fee can still appear on your next invoice. Fees already charged aren't refunded. Anything set up for it with us, such as a Flow or its call handlers, no longer applies.

For landline, 13, 1300, and 1800 numbers, we email you when the port is complete. A mobile port is reported to us after it happens, so a mobile number can stay in your project for a few days after it moves.

If you used the number anywhere else with Enfonica, such as to send SMS, update those services to use another number.

If your new provider's request is rejected

Ask your new provider for the reason. For a mobile, Enfonica checks only that the porting account number matches. If that number is right, the reason is on your new provider's side.

For a landline, 13, 1300, or 1800 number, contact support with the number and the reason your new provider gave. We'll check it.

Check that it worked

1. Call the number from a mobile. The call follows your new provider's setup.
2. Check that the number is no longer under Phone Numbers > My numbers. For a mobile, allow a few days.
3. Call your other Enfonica numbers to check that they still work. If one stopped working after the port, contact support right away with both numbers.