Migrating Canada short codes to Infobip

Complete guidance for migrating your existing short codes from another provider to Infobip in Canada, including the CTA approval process and step-by-step procedures.

Migrating a Canadian short code is similar to provisioning a new one. The process takes about 3 to 6 weeks from filing with the CTA. Timeline varies based on CTA review meetings and carrier schedules.

Before you start

• Active short code: You must have a short code currently active with another provider in Canada
• CSC application: Have your current Common Short Code (CSC) application on file
• Current provider: Know your current provider and aggregator details
• Brand pre-registered: Create and verify your brand with Infobip 1 to 2 weeks in advance
• Compliance ready: Ensure CWTA keyword requirements (STOP/ARRET, HELP/AIDE, and INFO) are ready
• Authorization letter: Have authorization from company letterhead to migrate

Prerequisites for migration

Before starting the migration process, ensure you have the following in place:

Canada short code migration timeline

Total time from submission to activation: 3 to 6 weeks

Migration process

Step 1: Prepare ownership documentation [#step-1-prepare-ownership-documentation-migration-process]

Before initiating migration, gather all required documentation. You will need your current CSC application and a migration authorization letter.

Obtain current CSC application:

• Request a copy from your current provider
• This contains all information currently registered with the CTA
• Include all current details: billing, aggregator, keywords, compliance documentation, message templates

Create marked-up CSC application: Prepare a revision highlighting fields that differ to help the CTA quickly identify changes:

• Change billing to Infobip
• Change aggregator to Infobip
• Update aggregator contact (use Infobip's aggregator ID, name, and technical contact info)
• Update keyword responses (if any changes)
• Update compliance information
• Add Infobip's technical details

Prepare a formal authorization letter on company letterhead confirming your right to migrate to Infobip. The CTA requires this as proof of authorization. Include:

• Short code number being migrated
• Confirmation of current provider name
• Confirmation you are migrating to Infobip
• Authorized representative signature
• Effective date of migration

Send completed documentation to:

Step 2: Submit import request to Infobip [#step-2-submit-import-request-to-infobip-migration-process]

Submit a migration request to Infobip through the portal. This validates ownership and initiates the CTA application process.

Through Infobip web interface:

1. Log in to your Infobip account
2. Go to Channels and Numbers > Numbers
3. Select Import number
4. On the number details form, provide the following information:
   • Available countries: Select Canada (+1)
   • Number type: Select Short code
   • Numbers are in use and require a migration: Check this box (Canada short codes are always active)
5. Enter your short code number
6. Attach the following documents:
   • Original CSC application (current)
   • Revised CSC application (with yellow highlights for changes)
   • Migration authorization letter (on company letterhead)
7. Provide messaging details:
   • Current carriers (Bell, Rogers, Telus)
   • Current keywords and routing
   • Current message templates
   • Expected message volume
8. Submit request

After submission:

The Infobip Registrations team will review your request and determine next steps. You will receive email confirmation with timeline.

Step 3: Compliance review by Infobip [#step-3-compliance-review-by-infobip-migration-process]

Your CSC application undergoes compliance review by Infobip to meet CWTA standards and Canadian regulations before submission to the CTA.

What Infobip checks:

• Mandatory keywords present (STOP, ARRET, HELP, AIDE, and INFO)
• Opt-in/opt-out procedures documented
• Message templates appropriate
• Privacy policy included
• Double opt-in handset verifier configured
• Character limits respected (320 for standard, 160 for keywords)

Timeline: 2 to 3 business days

Outcome:

• Approved > Move to Step 4
• Feedback > Infobip provides requirements for changes
• Issues > Contact Infobip with questions/escalations

Step 4: CTA regulatory approval and carrier migration [#step-4-cta-regulatory-approval-and-carrier-migration-migration-process]

After Infobip approval, your application is submitted to the CTA for regulatory approval. The CTA meets every Tuesday for structured reviews. Carriers will not migrate until CTA approval.

CTA review schedule:

• Review meeting: Every Tuesday
• Submission deadline: Previous Thursday, 1:00 PM ET
• Approval timeline: Within 7 days of review

CTA outcomes:

• Approval > Receives approval letter with carrier migration dates
• Questions > CTA requests clarification (1 to 3 days)
• Rejection > Address issues and resubmit for next Tuesday review

Total CTA timeline: 7 to 14 days

After CTA approval, Infobip coordinates carrier migration in order (Bell first, then Rogers, then Telus) within 1 to 2 weeks. Infobip verifies MO receipt on each carrier after migration.

Step 5: Monitor MO messages and begin routing [#step-5-monitor-mo-messages-and-begin-routing-migration-process]

Once each carrier migrates, Mobile Originated messages flow to Infobip. Monitor for successful activation on each carrier, then begin routing MT messages.

Monitor carrier activation:

1. Log in to Infobip and go to Analyze > Logs
2. Filter by Inbound SMS to see incoming messages
3. Watch for MO messages arriving from each carrier
4. When you see messages from that carrier, it is activated
5. Test by sending a message to your short code from that carrier

Expected sequence:

• First carrier activated: MOs from that carrier visible
• All carriers ready: All MOs route through Infobip

Begin routing MT messages: Once carriers are live, route MT (Mobile Terminated) messages through Infobip:

1. Update messaging system to send through Infobip
2. Start with small test volume (100 to 1,000 messages)
3. Monitor delivery rates and latency
4. Confirm messages arrive correctly
5. Increase volume to 100%

Step 6: Parallel running (optional) [#step-6-parallel-running-optional-migration-process]

Maintain both old and new routing for 1 to 2 weeks.

Benefits:

• Safety net if issues arise
• Easy rollback capability
• Smooth customer transition

Step 7: Cancel service with previous provider [#step-7-cancel-service-with-previous-provider-migration-process]

After full activation and testing:

1. Wait 1 to 2 weeks after final carrier migration
2. Confirm no traffic on old system
3. Contact previous provider
4. Request deactivation
5. Confirm billing stopped
6. Archive documentation

Troubleshooting migration issues

Learn more

Canada SMS compliance requirements. CASL and CWTA rules.
USA and Canada compliance. Overview of SMS registration and compliance.
Understanding short code. Short code concepts and use cases.