Handling a port out request

A port out is the opposite of a port in: one of your customers is leaving, and their new provider has requested that we release the number to them.

When this happens, we email the notification email on file for the account. It looks like this:

Subject: PORT OUT REQUEST - 6475550142

Please note we have received a port out request for the following
Telephone Number(s):

6475550142

Jordan Smith
142 Maple Grove Rd
Toronto, ON
M6K 3P6

Reseller: Northlink Communications

Tentative Due Date: 2026-9-04

Please confirm within 24 business hours if we can release based on the
above information.

Should the information differ on your end, please respond with the
correct information.

Failure to respond will result in a release of the TN(s).

Responding to the request

1. Check the number, name, and address against your own records for that customer.

2. Reply to the email within 24 business hours:

• If everything matches and the customer is leaving, confirm that we can release the number.
• If any of the details are wrong, reply with the correct information.
• If you believe the request is fraudulent or the customer has not authorized it, reply immediately and tell us not to release.

Silence means release

If you do not respond, the number will be released anyway. The 24 business hour window is your only opportunity to dispute a port out.

After the port out completes

You must remove the DID yourself

We do not remove it for you, and it will not disappear on its own. Until you remove it, the number stays on the account and remains chargeable to you.

1. Masquerade the customer account that the number belongs to.

2. Remove the number from anywhere it is still in use — for example the main company inbound number, a callflow, a user’s dedicated DID, or a Caller ID setting. A number that is still referenced cannot be cleanly removed.

3. From the Number Manager app, find the number and delete it from the account.

Once the DID is deleted, billing for that number stops and the port out is fully closed out on your side.