Moving your numbers away (porting out)

What you need to move your numbers to another carrier, where to find your account number and port-out PIN, and how long it takes. We never block a port-out.

Your phone numbers are yours. If you decide to leave Hey Quad, you can move any or all of them to another provider at any time — we do not block, delay, or charge for port-outs, and we will not hold a number over an unpaid balance. That last one is not just our policy; the FCC forbids it.

How a port-out works

Porting is always started by the new carrier. You place the request with them, they file it with our underlying carrier, and the number transfers on a scheduled date. You do not need to cancel your service with us first — in fact don't. A cancelled line is not portable, so cancelling early is the most reliable way to get your own port rejected.

What the new carrier will ask you for

Everything below is on your Phone numbers page in Hey Quad. Open a number and look at Security.

• The numbers to port — full E.164 or 10-digit.
• Account number — shown on the Security card. It looks like HQ- followed by eight characters. It is not secret; read it out freely.
• Port-out PIN — the one you set on the same card. If you never set one, or you have forgotten it, set a new one now or ask support to. We cannot tell you the old one: it is stored encrypted and there is nothing on our side to read.
• Service address — the address on your organization settings. It must match exactly or the port is rejected for a "CSR mismatch".
• Authorized name — your organization's owner or admin, as it appears on the account.

Set a port-out PIN before you need it

The PIN is not there to keep your number. It is there to stop someone else moving it without your say-so — an old and still-common fraud called slamming, where a business loses its phone line to a carrier it never spoke to.

Set one on Phone numbers → (pick a number) → Security. Four digits or more, digits only. Only owners and admins can set or change it, we never show it again, and we alert your admins whenever anyone tries to authorize a transfer — whether or not they get it right.

Without a PIN we have no way to verify a transfer request ourselves, and a port-out proceeds on our carrier's own schedule.

The CSR (Customer Service Record)

If your new carrier asks for a CSR, contact support and we will provide a current CSR-equivalent: the account identifier, authorized name, and service address exactly as we hold them. This is the fastest way to avoid a rejection.

Timeline

• Simple ports (1 to 10 local numbers, matching details): typically 3 to 7 business days from when your new carrier files.
• Larger or multi-location ports: 1 to 3 weeks, scheduled by the new carrier.
• Rejections (mismatched address, wrong PIN) restart the clock. Check the details above before you file.

We validate and respond to a port-out request within one business day for a simple port.

Your service with us keeps working right up to the moment the port completes.

What happens on our side when it completes

The moment our carrier confirms the transfer:

• The number is removed from your account and stops being billed.
• It stops being available as outbound caller ID here — it is not yours on this side any more, and presenting it would be spoofing.
• Its 10DLC campaign and messaging registration are detached. Re-register the number with your new provider if you text from it.
• Your admins get a notification saying the number has left.

Call history, recordings, and message history for the number stay in your account until you close it.

After the port completes

Once the last number has left:

1. Tell support you would like to close the account. We cancel the subscription and no further invoices are generated.
2. If you have company-owned desk phones from us, we will send return instructions — they are loaned hardware.
3. On request, we will export all of your data — call history, billing ledger, contacts, messages, voicemails, recordings, and AI transcripts — as a downloadable archive before the account is deleted.

If a port gives you trouble, contact support. Rejections are almost always a paperwork mismatch we can fix the same day.