Port a number to Moja

Who this is for: buyers and publishers switching to Moja who already own numbers — a printed line, a number an affiliate has been sending traffic to for years, or a whole inventory being moved off another platform. What you’ll need: a recent bill from the losing carrier, the account details exactly as that carrier holds them, and someone authorised to sign. Time: minutes to submit; typically days to weeks for the port itself to complete.

Porting moves an existing number from one carrier to another while keeping the digits. Nothing about your marketing has to change — the number on the billboard keeps working, it just starts arriving at Moja instead.

Some of this page is not yet documented

The general porting mechanics below are industry standard and apply to any US port. The Moja-specific submission path, supported number types, and timelines are not documented anywhere today and are flagged inline. Do not treat the flagged items as confirmed — start a port by contacting your Moja account team.

Before you begin

Porting requests are rejected on clerical mismatches far more often than on anything technical. Collect these first and copy them character for character from a recent invoice:

• The account number at the losing carrier
• The account PIN or passcode, if the carrier uses one
• The billing name and service address exactly as the carrier holds them — including abbreviations like “St” vs “Street”
• A recent bill or CSR (Customer Service Record) showing the number on that account
• The full list of numbers being ported, in E.164 format
• A signed Letter of Authorization (LOA) from someone authorised on the account

[CONFIRM — product]

Confirm with product: which of the above Moja actually collects, in what format, and whether an LOA template is provided. Confirm supported number types (local, toll-free, short code), supported countries, and whether publisher-owned numbers can be ported into a network’s account.

Step 1 — Check the number is portable

• The number must be active with the losing carrier. Do not cancel service before the port completes — cancelling releases the number back to the carrier’s pool and it is usually unrecoverable.
• Billing details on the porting request must match the losing carrier’s records.
• Numbers in the middle of another port, or with a port freeze on the account, will be rejected until that clears.
• Toll-free numbers follow a different process from local numbers and often move on a different timeline.

Expected result: you can point at a current bill that shows the number, the account number, and the service address.

Step 2 — Submit the port request

[CONFIRM — product]

Confirm the submission path: is porting self-service in the portal, a support ticket, or account-team managed? If there is a form, document its fields and where it lives in the navigation. If there is a per-number or per-port fee, document it here.

Until that is confirmed, start a port by contacting your Moja account team with the details from Before you begin.

Step 3 — Wait for the FOC date

The losing carrier validates the request and, if it passes, issues a Firm Order Commitment (FOC) date — the day and time the number will actually move. Rejections at this stage are almost always data mismatches; correct the detail and resubmit.

[CONFIRM — product]

Confirm typical timelines Moja sees for local and toll-free ports, and how customers are notified of the FOC date and of rejections.

Step 4 — Prepare Moja before the cutover

Have the destination ready before the number arrives, so there is no window where calls land nowhere:

1. Build the campaign, routing plan, and target the number will use, and confirm the target answers on a test call to a temporary Moja number.

2. Confirm the campaign is active and the schedule is open for the cutover window.

3. Decide the publisher attribution and payout that will apply to the ported number.

4. Plan the cutover for a low-traffic window. Ports are scheduled to a date, and the exact minute is not usually under your control.

Expected result: a working campaign that already routes correctly, waiting for the number to be attached.

Step 5 — Attach and test after the port completes

1. Confirm the number appears in your Moja inventory.

2. Attach it to the campaign’s Number Group and set the publisher and payout on it.

3. Place a test call from an outside line — not from a phone on the old carrier’s network, which may still route internally for a short period.

4. Confirm the call appears in Reporting → Call Logs with the expected campaign, publisher, and routing.

5. Watch volume for the first day against the number’s normal pattern.

Success looks like: a call log row on the ported number with the right campaign and publisher, and next-day volume that matches the number’s history.

What breaks during a port

What	What happens	What to do
Inbound calls near the cutover moment	Brief interruption is possible as routing changes hands	Schedule the port for a low-traffic window
Services on the old carrier	Voicemail, IVR, SMS, and any e911 registration on the old carrier stop when the number moves	Re-create anything you still need on the Moja side first
Text messages	SMS capability does not automatically follow a voice port	Confirm SMS handling separately — [CONFIRM — product] whether Moja numbers support SMS at all
The old account	Cancelling it before the port completes loses the number	Cancel only after you have confirmed calls are arriving in Moja
Attribution history	Calls before the cutover live in the old platform’s reporting	Export what you need from the old platform before you cancel

Porting a number away from Moja

You own the numbers in your account and can move them to another carrier. The gaining carrier drives the process — they will ask you for the same set of details listed above, and they submit the request to Moja.

[CONFIRM — product]

Confirm the port-out path: what Moja requires to release a number (account number and PIN equivalents, authorised contact), where a customer finds those values, whether there is a port-out fee, and how long a release takes. Also confirm what happens to a number’s Moja configuration and call history after it ports away.

Two things hold regardless: do not delete or release the number in Moja before the port-out completes, and detach it from live campaigns only once traffic has been redirected.

Troubleshooting

Symptom	Likely cause	Fix
Port request rejected	Billing name, address, or account number does not match the losing carrier’s records	Pull a current bill and resubmit with the values copied exactly
Rejected for “port in progress”	Another port or a port freeze is active on the account	Clear it with the losing carrier, then resubmit
Number ported but no calls arrive	Not attached to a campaign, or the attachment is inactive or paused	Manage your number inventory
Calls arrive but are unattributed	No publisher set on the number in the campaign’s number group	Set the publisher and payout on the number
Some callers still reach the old destination	Caching in the calling network, normal for a short period after cutover	Retest from a different network after a few hours

Related

• Numbers overview
• Purchase a phone number — faster, when the specific digits do not matter
• Manage your number inventory
• Spam labels and number reputation — a ported number brings its reputation with it
• Create your first campaign