Moving from Twilio: Concierge docs

Twilio numbers move with a few Twilio-specific details: your Account SID stands in for the account number, and for local numbers Twilio is the name on the account. Twilio then emails you to confirm the request.

Can this number move?

Local and toll-free numbers in your Twilio account can be checked for a move.

Chargezen moves US (+1) local and toll-free numbers that can send texts. Short codes (5 or 6 digits) can't move. A local number needs an approved 10DLC registration in Chargezen first, so it can text the moment it arrives. Type the number into Bring your number and Chargezen tells you whether it can move, and why not if it can't, before you fill in anything else.

What to get from Twilio

From Twilio's How Do I Port My Phone Numbers Away From Twilio? and How to Port US Toll-Free Numbers Away From Twilio, both checked October 18, 2026:

Local numbers

Account number: the last 8 characters of your Twilio Account SID.
Port-out PIN: Twilio says to email porting@twilio.com to get it. It's required for US local numbers.
Business name on the old account: Twilio says to use "Twilio, Inc.", because Twilio is the owner of record. Your own full name goes in as the authorized person.
Service address: for numbers you bought from Twilio, Twilio's service address, which you request from porting@twilio.com. For numbers you moved into Twilio, usually the address on your original letter of authorization.
Billing phone number: Twilio says any of the numbers you're moving.

Toll-free numbers

No PIN is needed. You use your own business details on the letter of authorization.
Twilio emails you when the request arrives, and you approve it in the Twilio Console within 24 hours.

The invoice

Twilio is pay-as-you-go and has no traditional bills. Twilio suggests a screenshot of the Numbers tab in your account instead. Save it as a PDF and upload that.

Don't cancel Twilio yet

Keep the number in your Twilio account, and the account open, until Chargezen shows it as Moved. When Twilio emails you to confirm the move, confirm it promptly; Twilio adds that step to stop fraudulent moves.

What happens on the port date

When you submit the move, you pick a port date at least 5 business days out. Chargezen books the earliest date the carriers allow on or after it, and the confirmed date (the FOC date) shows on the number's row under SMS numbers. Carriers set the exact time.

Toll-free numbers: texting usually moves about 3 business days after you confirm the code, before the port date. The row shows Texting live. On the port date, calls move too.
Local numbers: calls and texts move together on the port date, and the number joins your approved 10DLC campaign.
When the move is finished, the row shows Moved. If you chose Concierge answers calls, the number is ready in Chargezen Voice for you to activate.
If the move is sent back, the row shows Needs attention with the reason. Click Fix, correct the step it opens and click Resubmit move.

Twilio says that if a request is rejected, you can email porting@twilio.com with the number, your Account SID and the reason you were given.

Fill in the Chargezen steps

In Chargezen, go to Concierge > Deploy > Channels, click Chargezen SMS and, under SMS numbers, click Bring your number. Here is what to enter from Twilio at each step. The full walkthrough is in Bring your number.

Number

Enter the number and, under Where is it today?, choose Twilio. The check runs as soon as you type 10 digits.

Account details

For a local number: Business name on the account is "Twilio, Inc.", Authorized person is your full name, the service address is the one Twilio gave you, Account number is the last 8 characters of your Account SID, plus the Port-out PIN and Billing phone number. For a toll-free number: your own business name, name and address.

Sign

Read the letter of authorization, which Chargezen fills in with your details and Twilio as the current provider. Type your full name, tick the box and click Sign letter. If you change a detail the letter shows, sign again.

Invoice

Click Upload invoice and choose the PDF of your Twilio Numbers page (5 MB or smaller).

Confirm it's yours (toll-free only)

Click Text me the code. The code arrives as an incoming text on the number, wherever your Twilio number's incoming texts go. Enter it under Code and click Confirm code.

Review

Pick the port date, then choose Concierge answers calls or Don't answer calls under When someone calls this number. Click Submit move.

Guides

Bring your number: the move in Chargezen, screen by screen
Moving from another provider
Moving from TextMagic
Moving from Attentive
Moving from Postscript
Moving from Klaviyo
Moving from Google Voice
Moving from a mobile carrier
10DLC registration

On the product page

Learn more

Moving from Twilio