Migrating USA short codes to Infobip

Complete guidance for migrating your existing USA short code from another provider to Infobip, including the carrier migration process, timelines, and step-by-step procedures.

Migrating a USA short code is similar to provisioning a new one. The process takes about 2 to 4 weeks from filing with mobile operators. The time varies depending on the operator, as each carrier migrates the code on their network separately.

Before you start

• Active short code: You must have a short code currently active with another provider
• CSCA receipt: Have your current Common Short Code Administration receipt
• Current provider: Know your current provider and aggregator details
• Compliance ready: Ensure all messaging complies with CTIA guidelines

Prerequisites for migration

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

Note on brand: You can associate your short code with an existing brand or create a new brand during the migration process.

Migration timeline overview

Total time from submission to activation: 2 to 4 weeks

The following table shows the typical migration timeline for each carrier upon receiving the request from Infobip:

Migration process

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

Before initiating migration, gather proof that you own or control the short code. Mobile operators require this documentation to authorize the migration to Infobip.

Required documents:

CSCA receipt: A current copy of your Common Short Code Administration receipt, which includes the short code and order ID. This document shows:

• Your short code number
• Carrier assignments
• Current keywords and mobile network operator (MNO) settings

Migration letter: A letter confirming authorization of the short code migration. The letter must be on company letterhead, dated, and include:

• The short code number being migrated
• Confirmation of where you are migrating from (current provider)
• Confirmation that you are migrating to Infobip
• Authorized representative signature
• The Infobip DCA contact information (see below)

Infobip DCA contact information to include in the letter:

Letter template: Download an example migration authorization letter template to use as a reference when creating your letter.

Send completed migration letter to:

Step 2: Submit number import request [#step-2-submit-number-import-request-migration-process]

Submit a number import request to Infobip with your ownership documentation. This validates that you own the short code and initiates the migration process. Once validated, Infobip generates a migration campaign draft.

If you are already sending traffic with Infobip, submit the import request through the Infobip portal:

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 United States (+1)
   • Number capability: Select the channels your short code supports (SMS, MMS, Voice)
   • Number type: Select Short code (3 to 6-digit numbers that are recognizable and memorable)
   • Numbers are in use and require a migration: Check this box if your short code is currently in use with another provider and requires migration. Leave unchecked if the number is not currently active.
     • If checked, you will see an additional field: Preferred date of migration: Specify when you would like the migration to occur

5. Enter your short code number(s)

   • You can enter a single short code or multiple short codes separated by commas (for example, 88889, 88888)
   • Duplicate numbers (exactly the same format) will be automatically omitted

6. Review the Ownership evidence screen (final screen before submission)

   • Upload documents:
     • CSCA (Common Short Code Administration) receipt for your short code
     • Migration authorization letter on company letterhead
   • Provide messaging details:
     • Short code number(s) being imported
     • Current carriers (AT&T, T-Mobile, Verizon, and similar carriers)
     • Current keywords and their routing
     • Current message templates or examples
     • Expected message volume

7. Submit the import request

What happens after submission:

After you submit the number import request, the Infobip internal department validates your ownership and proceeds with the import. You will receive an email notification upon completion.

IMPORTANT: Do not create a new campaign registration. The Infobip Registrations team will create a Registration Draft Campaign for you. Wait for the email which will direct you to use this draft campaign rather than starting a new one.

Special case - Short code already on the Infobip network:

As Infobip is a DCA (Direct Connect Aggregator), it is possible that the short code you are migrating may already be live on the Infobip network through another one of Infobip customers. In those cases, the timeline and requirements may be less restrictive. Upon submitting your number import request, the Infobip Registrations team will validate if the short code is already on the Infobip network and follow an expedited process if applicable.

Step 3: Create a brand for the migration [#step-3-create-a-brand-for-the-migration-migration-process]

A brand represents your business identity in the mobile operator ecosystem. Brand name and website are submitted to mobile operators together with the campaign information. Create and register a brand before submitting your migration campaign to carriers.

For complete brand registration guidance and procedures, see Understanding brands.

Brand verification typically takes 1 to 2 weeks. Plan to complete brand registration before submitting your migration campaign.

Important: If your migration involves a change to short code lease management (Scenario B), a brand re-vetting is required. See Brand vetting for the vetting process.

Step 4: Compliance review and migration preparation by Infobip [#step-4-compliance-review-and-migration-preparation-by-infobip-migration-process]

The Infobip Registrations team reviews your import request and determines the migration path. There are two possible scenarios:

Scenario A: Standard migration (short code not already on Infobip network)

The migration campaign draft undergoes compliance review as new campaigns. Infobip checks compliance with CTIA rules and carrier policies before submitting to carriers.

What Infobip checks:

• Message content complies with CTIA rules
• Keywords are appropriate and functional
• Opt-out (STOP) mechanism present
• HELP keyword configured
• No prohibited content
• Privacy policy and T&Cs present
• Compliance with current carrier policies

Timeline: 1 to 5 business days

Outcome:

• Approved > Move to Step 5
• Action Required > Respond to Infobip with corrections
• Rejected > Review feedback and resubmit or contact support

Once compliant, the campaign is filed with carriers along with the CSCA receipt and migration letter.

Scenario B: Expedited migration (short code already on Infobip network)

If the short code is already live on the Infobip network through another customer, Infobip follows an expedited process with the following steps:

1. Confirm lease ownership: The Infobip team determines who manages the short code lease and who will manage it going forward:

   • Infobip is already the DCA and manages the lease: Infobip will associate the short code within the registry under your content provider account
   • Transfer lease to Infobip: The current lease owner must authorize transfer of the lease to Infobip's short code registry account
   • Infobip does not manage the lease: Infobip will work with both providers to ensure appropriate transfer of lease in the short code registry

   IMPORTANT: Any change to short code lease management requires a RE-VET of your brand. See Brand vetting for the vetting process.

2. Migration authorization: Infobip informs the losing provider of the migration and requests authorization to move the code from their account. The short code is not cancelled until migration is complete.

3. Scheduling of migration: The migration is scheduled for a date/time requested by you. Infobip will facilitate a real-time call with you to perform the transfer, or the migration may take place offline and be confirmed by email.

4. Migrate the short code: Infobip completes the transfer, performs testing, and all parties verify successful completion. The US Sender Registration app will reflect the short code on your account.

5. Lease transfer: Short code leases being transferred into or out of Infobip's management are actioned post-migration.

6. Submit updated campaign: Once the Infobip Registrations team sends an email confirming the number has been imported and a DRAFT campaign has been created, complete and submit the campaign. For detailed campaign submission steps, see Understanding campaigns. In the campaign summary, indicate that the old campaign will be deprovisioned after the new campaign is live. Once compliant, the campaign is filed with mobile operators along with the CSCA receipt and Migration Letter.

Step 5: Carrier migration and traffic cutover [#step-5-carrier-migration-and-traffic-cutover-migration-process]

Once Infobip approves your campaign, it is submitted to each carrier for migration. For overall timelines, see the Migration timeline overview table above. Key operational notes per carrier:

Monitor MO messages through Infobip:

Once a carrier completes migration, you receive Mobile Originated (MO) messages through Infobip. This confirms each carrier has been activated.

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 a phone on that carrier

Expected sequence:

• First carrier activated: MOs from that carrier are visible in Infobip
• All carriers migrated: All MOs route through Infobip

Step 6: Begin routing MT messages [#step-6-begin-routing-mt-messages-migration-process]

Once you confirm a carrier has completed migration and MO messages are arriving through Infobip, begin routing that carrier's MT traffic through Infobip. You do not switch all traffic at once, you switch one carrier at a time as each migration completes.

Steps:

1. Confirm MO messages from the migrated carrier are visible in Infobip logs
2. Update your messaging system to route that carrier's traffic through Infobip
3. Send a small test batch to verify delivery rates and latency
4. Confirm messages arrive with the correct sender ID
5. Once confirmed, increase volume for that carrier

The following example shows how the cutover progresses.

Step 7: Run parallel traffic during migration (optional) [#step-7-run-parallel-traffic-during-migration-optional-migration-process]

If you have the ability to direct traffic to multiple aggregators at the same time, you can take a dual send approach and send messages to both your old provider and Infobip simultaneously during migration. This is optional and only available to customers who have this capability.

Running parallel traffic also provides a fallback option: if issues arise with Infobip routing for a given carrier, you can redirect that carrier's traffic back to your old provider without losing messages while the issue is resolved.

Step 8: Remove service with previous provider [#step-8-remove-service-with-previous-provider-migration-process]

Once the short code is fully migrated across all mobile networks and you have confirmed stable operation through Infobip for 1 to 2 weeks, you can proceed with deactivating the service from your previous provider. This final step ensures you stop incurring charges for the old service and completes your transition.

Steps:

1. Wait 1 to 2 weeks after last carrier migration
2. Ensure no traffic still routing to old provider
3. Contact old provider
4. Request deactivation of short code
5. Confirm billing stopped
6. Archive all documentation

Troubleshooting migration issues

Learn more

• Understanding short code. What are short codes and when to use them.
  
• Get started with short codes. Registration requirements, carrier timelines, certification.
  
• Understanding campaigns. Campaign concepts and creation.
  
• USA SMS compliance requirements. CTIA standards and carrier compliance.
  
• USA messaging content requirements. Content and CTA guidelines.