A complete guide to porting numbers from VoIP resellers — what a reseller is, how to find your underlying carrier, See Telnyx guidance and requirements.
What Is a Reseller?
A reseller is a company that provides phone numbers to customers but doesn't own the underlying network infrastructure. Instead, they lease numbers from a carrier (like Twilio, Bandwidth, or Inteliquent) and resell them under their own brand.
Common resellers include: Aircall, Intercom, RingCentral, Grasshopper, Google Voice for Business, and many VoIP providers.
Why this matters for porting: When you port a number away from a reseller, the authorization must come from the underlying carrier, not the reseller. The account number and PIN you need are carrier-level credentials — not your login to the reseller's platform.
How to Find Your Underlying Carrier
Before submitting a port request, contact your current provider and ask:
"I want to port my numbers to another carrier. What is the underlying carrier for my numbers, and what account number and PIN do I need to authorize the port?"
Most providers are required to give you this information. If they're unresponsive or obstructive, this may be a violation of FCC porting rules — contact porting@telnyx.com and we can help escalate.
Who Decides If a PIN Is Required?
The losing carrier (your current provider) determines whether a PIN is required and what format it takes. Telnyx (as the gaining carrier) submits whatever information you provide. If it doesn't match the losing carrier's records, the order is rejected. The losing carrier's records are the source of truth.
Carrier-Specific Requirements
Twilio
- Account Number: Your Twilio Account SID (found in Twilio Console under Account > General Settings)
- PIN: Twilio auth token, OR a port-out passcode if one is set (Console > Phone Numbers > Port Out Settings)
- Notes: Twilio PIN requirements vary depending on whether you're on a standard account or a sub-account. For sub-accounts, you may need the sub-account SID and auth token.
Aircall
- Account Number: Provided by Aircall support (not your Aircall account ID)
- PIN: Carrier-level passcode from Aircall support
- Notes: Most Aircall numbers are on Twilio infrastructure. Contact Aircall support before submitting.
Intercom
- Account Number: Provided by Intercom support (carrier-level, not workspace ID)
- PIN: Carrier-level port-out PIN from Intercom support
- Notes: Intercom numbers are commonly on Twilio. The underlying carrier can vary by region.
Vonage (including Vonage Business)
- Account Number: Your Vonage account number (found on invoices)
- PIN: PIN set in the Vonage portal (Account > Security > Port-Out PIN)
- Notes: Vonage requires a Letter of Authorization (LOA). Attach it when submitting.
RingCentral
- Account Number: Your RingCentral account number (Admin Portal > Account Details)
- PIN: Port-out PIN set in Admin Portal > Phone Numbers > Port Numbers
- Notes: RingCentral requires the PIN to be set before initiating a port. Set it first if you haven't.
Grasshopper
- Account Number: Your Grasshopper account number
- PIN: Contact Grasshopper support — not exposed in the portal
- Notes: Grasshopper numbers typically run on Bandwidth or Inteliquent. Support can tell you which.
Checklist Before Submitting
- ☐ Confirmed the underlying carrier with your current provider
- ☐ Obtained the correct account number (carrier-level, not reseller login)
- ☐ Obtained the correct PIN/passcode
- ☐ Verified the authorized name matches exactly what's on the carrier account
- ☐ Verified the service address matches the carrier's records
- ☐ LOA signed and ready to upload (if required)
Common Rejection Reasons
| Rejection | What It Means | Action |
| PASSCODE_PIN_INVALID | Wrong PIN | Contact your provider for the correct carrier-level PIN |
| ACCOUNT_NUMBER_MISMATCH | Wrong account number | Reseller account IDs ≠ carrier account numbers — confirm with provider |
| BUSINESS_NAME_MISMATCH | Name doesn't match | Get exact legal name from your provider |
| SERVICE_ADDRESS_MISMATCH | Address doesn't match | Get the address on file with the carrier, not your billing address |
Need Help?
Contact porting@telnyx.com with your port order number and we can help identify the exact rejection cause and guide you through resubmission.