Number Porting to or from touchSMS
We understand the importance of consistency for the purpose of maintaining credibility; especially when it comes to mobile communication.
If you currently have a Virtual Number with another provider, we are able to take your number and move it directly to our network -this process is called “number porting”. We are able to port phone numbers from most Australian providers to our network by submitting a porting application in your account.
NOTE: Virtual Number Porting is only available for Australian Virtual Numbers.
How do I port my number to touchSMS?
You apply directly in your account, there are no forms to download or email. Go to the Virtual Numbers page and click Port an Existing Number, or go straight to app.touchsms.com.au/virtual-numbers/port. If you already have applications, click Start New Application to open a new form.
Complete the application form:
- Virtual Number / Mobile Number (required)
- Current Provider (required)
- Current Customer Name / Company (required)
- Authorised Representative (if company) (optional)
- Contact Number (required)
- Account Reference Number (ARN): ask your current provider for the ARN attached to this number. Only they can see it, and it is different to your account number. Provide it unless you are certain no ARN exists for your number, as we cannot begin porting without it.
- Services (required): choose either SMS + MMS or SMS + Call Forwarding. A Virtual Number can be configured for one or the other (voice), but not both.
- Signature (required): type your full name to sign the application.
- Date: set to today automatically.
Tick the acknowledgement to confirm that porting timelines are carrier-dependent and not controlled by touchSMS, and that once porting is complete a $50 (ex GST) porting fee plus your first month’s Virtual Number rental will be charged.
Click Submit Application. The support team will raise a porting request with the carrier on your behalf.
NOTE: The number must be active with your current provider, and not under contract or already ported. Porting typically takes 5–15 business days once submitted to the carrier.
How do I track my porting application?
Your applications are listed on the Port an Existing Number page, showing the Number, Date Submitted, Services and Status. Each application moves through these statuses:
- In review: we are checking your application. You can cancel it, but not edit it.
- Submitted to carrier: the request is with the carrier. You can cancel it, but not edit it.
- Porting failed: the port could not be completed. The reason is shown under the application. You can fix and resubmit it.
- Porting complete: the number has been ported to your account.
- Porting cancelled: the application was cancelled.
We email you each time an application changes status: when it is submitted to the carrier, when porting completes, and when porting fails.
To cancel an application that is In review or Submitted to carrier, click Cancel Porting and confirm. We will ask the carrier to stop processing it.
To fix a failed application, click Reopen / Edit, correct the details based on the reason shown, then click Resubmit Application. You do not need to contact support to resubmit.
What happens next?
Once the carrier has ported the number to our network, an invoice will be generated for the first Virtual Number rental fee + $50 (ex GST) porting fee. This invoice is emailed to you, and also appears in your account for payment (go to PURCHASE > INVOICES to make payment).
Once payment is received, the number will be provisioned and activated on your account for use.
For more details, contact our support team at support@touchsms.com.au
How do I port my Virtual Number out of touchSMS?
Simply send an email to support@touchSMS.com.au requesting the release of your Virtual Number to another third party provider.
The support team will supply you with the Virtual Number Bind ID – this can be given to your new provider to facilitate the porting process for you.