If you’d like to move your number to a different provider, you’ll need to go through a porting process to transfer ownership. Walla provides 2-way SMS messaging through our telecom partner, Telgorithm. When you joined Walla, your phone numbers were provisioned under Walla’s Telgorithm account—not purchased or registered directly to your business.
What This Article Covers
This guide is based on our experience supporting clients through the porting process.
It’s meant to give you general expectations, but your new provider (like Twilio) is ultimately responsible for guiding you through their exact requirements.
We’re here to help on our side, but we don’t control timelines or specific carrier policies.
What Is Porting?
Porting simply means moving your phone number from one telecom carrier to another while keeping the same number.
In this case, you’re moving your number(s) from:
Current carrier: Telgorithm (via Walla)
New carrier: Twilio (used by your new software provider)
Porting allows you to keep your number when you switch platforms or providers.
Telgorithm or Walla does not automatically handle all parts of the porting process.
Neither Telgorithm nor Walla will initiate the port request for you.
You (or your new provider) are responsible for managing and coordinating the entire process from start to finish.
📝 Who Does What in the Port-Out Process
1️⃣ The LOA (Letter of Authorization)
Telgorithm does not create or sign the LOA automatically.
Walla, as the account holder, must sign or co-sign the LOA (or use Telgorithm’s blank template) to give permission.
Sometimes Telgorithm can provide a blank LOA template, but they won’t complete or submit it for you.
2️⃣ The CSR (Customer Service Record)
Telgorithm maintains the official account records (business name, address).
They don’t proactively generate or send a CSR unless you or Twilio request it.
Often, Twilio will accept the correct service address you submit, rather than needing an official CSR document.
If needed, Telgorithm can confirm or generate a CSR to help verify details.
3️⃣ The Port-Out PIN
The PIN is configured in Telgorithm’s system (it’s tied to your account).
Walla shares it with you, since Walla is the Telgorithm account owner.
Telgorithm doesn’t automatically send the PIN to Twilio or your business without a request.
🔄 What Telgorithm Does Do
✅ Telgorithm gives or confirms the PIN
The PIN lives in Telgorithm’s system.
Either Telgorithm gives it to Walla, or they confirm it if Twilio asks during port verification.
✅ Telgorithm verifies and confirms account details (CSR)
If Twilio asks for CSR information, Telgorithm can confirm the service address and ownership.
Sometimes, as long as the submitted info matches, no extra CSR document is needed.
✅ Telgorithm approves and releases numbers
Once they receive the official port request from Twilio, Telgorithm does the final release after verifying Walla’s authorization.
❌ What Telgorithm Does Not Automatically Do
Generate or sign the LOA for you (Walla must handle this)
Submit the port request to Twilio (you or Twilio do that)
Preemptively send the PIN to Twilio without a request
⏳ Timing to Expect
Always submit your port request at least 7 days before your planned cutover date.
Number porting involves multiple parties coordinating together:
You (providing accurate paperwork)
Twilio (submitting and managing the port)
Telgorithm (approving and releasing the numbers)
Walla (confirming authorization)
These are general timeframes, not guaranteed. Timing can vary depending on carrier response times, verification steps, and how quickly documents are submitted.
Here’s a typical timeline:
1–3 business days: Twilio reviews your request, LOA, and CSR.
1–2 business days: Telgorithm receives and approves the request.
Same day or next day: Twilio completes the transfer and activates the numbers.
✅ Overall timeframe: about 3–7 business days, depending on how quickly you and Twilio complete each step.
📌 Why can this take up to a week or longer?
Porting requires careful coordination between multiple parties:
You: Providing accurate documents (LOA, CSR)
Twilio: Submitting and managing the request
Telgorithm: Approving and releasing the numbers
If any piece is delayed—like missing paperwork, mismatched addresses, or an incomplete LOA—it stops the process until it’s fixed.
📝 What You (and Your New Provider) Need to Do
Walla can’t start the process for you.
Your new provider (e.g., Twilio) must initiate the port request.
Below is a high-level outline of what you’ll be responsible for:
1️⃣ Gather Required Documents
✅ Letter of Authorization (LOA):
We’ll provide a template you can use.
Because Walla is the account holder, Walla will need to sign or co-sign.
✅ Customer Service Record (CSR):
Typically your business address (used to verify the numbers).
✅ Port-Out PIN:
The PIN for Telgorithm is 4666.
✅ Full List of Numbers:
All numbers you want to port need to be included.
2️⃣ Submit Your Port Request to Twilio
Work with Twilio Support or your rep to submit the request.
Attach your LOA, CSR, and number list.
Clearly state that numbers must remain active until the port completes.
3️⃣ Notify Walla Support
After you submit your request to Twilio, email us at [[email protected]] with:
The list of numbers included.
Your requested port date.
The Twilio reference or order number.
We’ll track your request and approve it promptly when it comes through Telgorithm.
4️⃣ Monitor the Process
Twilio and Telgorithm will coordinate the technical steps.
Your numbers will remain active on Telgorithm until the port completes.
5️⃣ Confirm Completion
Once the port finalizes, service will automatically switch to Twilio.
At that point, you can request Walla deactivate any remaining Telgorithm services.
🚫 What Can Slow Down Your Porting Process
Below are the most common issues that cause delays and confusion when moving your numbers to Twilio:
Requesting Early Release or Pre-Approval
Asking us to “release” or pre-approve numbers before Twilio has submitted an official port request will stall the process.
✅ Why this matters: We can’t release anything without a verified request from your new provider.
Expecting Walla or Telgorithm to Start the Port for You
Telgorithm is our telecom provider—the company that supplies and manages your phone numbers behind the scenes. They don’t initiate porting on your behalf.
✅ Important: Only your new provider (Twilio) can start the porting process.
Not Submitting the Required Documentation to Twilio
If you skip the Letter of Authorization (LOA) or Customer Service Record (CSR), Twilio can’t create the port request.
✅ Tip: Complete these documents before you contact Twilio.
Assuming Releasing Numbers Makes Them Active on Twilio
Releasing a number does not automatically move it to Twilio or make it usable there.
✅ Why this matters: The number can become unassigned if Twilio hasn’t picked it up yet.
Requesting Early Release to “Speed Things Up”
Asking to release numbers before Twilio is ready actually causes more delays and increases the risk of downtime. It disconnects them from Telgorithm (our current carrier), leaves them in limbo without guaranteeing Twilio will pick them up right away, and increases the chance of service interruptions or lost numbers
✅ Important: Always let Twilio submit the request first—then it gets approved.
📝 Additional Resources
If you’d like to read more about how porting works, here are helpful links: