Migrating toll-free numbers to Infobip
Complete guidance for migrating toll-free numbers, brands, and campaigns from your current provider to Infobip.
Before you start
- Active toll-free numbers: You must have toll-free numbers currently active with another provider
- Current provider details: Know who your current provider is
- Registration info: Understand your current brand and campaign registration status
- TFN verification: Confirm your numbers are currently TFN verified with your current provider
- Documentation: Have records of your current setup and any compliance agreements
Migration feasibility
Toll-free number migration feasibility depends on your current setup and registration structure. Infobip Support will determine whether migration is possible based on your configuration.
Information Infobip needs to assess feasibility:
| Category | Details needed |
|---|---|
| Current provider details | Who is your current toll-free number provider? Who is your current SMS connectivity provider? |
| Registration structure | Did you register brands and campaigns directly with carriers? Does your current provider handle both registration and connectivity? |
| Migration volume | Number of brands, campaigns, and toll-free numbers to migrate; distribution of numbers per campaign |
Migration process
If migration is confirmed as feasible, Infobip Support will perform the migration on your behalf.
Steps:
- Contact Infobip Support with the feasibility information listed above
- Infobip reviews your current setup and determines migration approach
- Infobip Support performs the migration (you do not need to perform manual steps)
- Verification: Confirm that brands, campaigns, and numbers are active in your Infobip account
Requesting number import
To initiate toll-free number import through the Infobip web interface:
- Log in to your Infobip account
- Go to Channels and Numbers > Numbers
- Select Import number
- On the number details form, provide the following information:
- Available countries: Select United States (+1)
- Number type: Select Toll-Free
- Numbers are in use and require a migration: Check this box if your toll-free number is currently in use with another provider
- If checked, you will see an additional field: Preferred date of migration: Specify when you would like the migration to occur
- Enter your toll-free number(s) in the format +1-800-XXX-XXXX (for example, +1-800-555-0123)
- You can enter a single number or multiple numbers separated by commas
- Provide details about your current setup and provider in the form
- Submit your import request
Fees apply when importing a number. You will be charged only after the number import is successfully completed.
After submission:
Infobip Support will contact you with:
- Confirmation of feasibility
- Migration timeline and approach
- TFN verification requirements and status
- Additional information needed (if any)
- Next steps and timeline
Important considerations
| Phase | Checklist |
|---|---|
| Before migration | Ensure your current brand and campaign registrations are active and compliant. Have documentation of your current registration status. Plan for minimal downtime during number porting. Ensure TFN verification is current with your current provider. |
| During migration | Maintain parallel service with your current provider if possible to avoid interruption. Monitor inbound message delivery during the transition period. Test both voice and SMS functionality after migration. Verify that all keywords (STOP, HELP) continue to function. |
| After migration | Confirm that your brands and campaigns are registered and active in Infobip. Verify TFN verification status shows as verified. Update your DNS and routing configurations if applicable. Monitor delivery metrics for the first 24 to 48 hours. |
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