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Keep your existing business number when switching to Maple. Porting ensures continuity for your customers while transitioning to AI call handling.

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When to Use Porting

Use this process when you want to move your phone number(s) from your current carrier to Maple so you can manage calls directly in your merchant account. This maintains your existing number that customers already know.
Prefer a faster option? You can get a new Maple phone number and update your Google Business Profile immediately, rather than waiting for the port to complete.

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Before You Begin

You must be a fully onboarded merchant to port numbers
Ensure you have:
  • A recent utility bill listing all numbers you want to port
  • Your account number with your current carrier
  • Account holder name and billing address (must match carrier records exactly)
  • PIN or password (if required by your current carrier)
  • Authority to make changes to the phone number account
Your numbers must be active and in service to be eligible for porting.

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Step-by-Step Process

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1. Open the Port In Tab

  1. Log into your Maple merchant dashboard
  2. Navigate to Merchant Settings → Port In
  3. Active port requests will be listed here with their status

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2. Start a New Port Request

  1. Click Start Porting Request
  2. Upload your utility bill (must cover all numbers you want to port)
  3. Enter the phone number(s) you want to port
    • You can enter multiple numbers separated by commas or spaces
  4. Click Check Portability to confirm eligibility
If your carrier requires a PIN and you don’t know it, contact them to reset it before proceeding.

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3. Complete the Losing Carrier Form

Provide the following information (must match your current carrier’s records):
  1. Select your customer type:
    • Individual
    • Business
  2. Enter your account details:
    • Account number with current carrier
    • Account holder name
    • Billing address
    • PIN for each phone number (if required)
  3. Review the phone numbers (carried over from previous step - cannot be changed here)

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4. Schedule the Port Date

The earliest available port date is 7 days from today
Choose your preferred port date from the available options.

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5. Add Notification Details

Enter email address(es) to receive status updates throughout the porting process. You can add multiple emails if needed.

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6. Submit Your Request

  1. Review all information for accuracy
  2. Click Submit Request
  3. Your request will appear in the Port In tab with:
    • Current status
    • Scheduled port date
    • Any required actions
Monitor this page for updates until the port is complete.

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Timeline

The porting process typically takes 7-10 business days from submission:
  • Day 1: Submit request and upload documentation
  • Days 1-3: Verification with your current carrier
  • Days 3-7: Processing and coordination
  • Day 7-10: Port completion
Your existing service will continue to work normally during the entire porting process.

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During the Port

  • Your current number keeps working until the port completes
  • You can use a temporary Maple number for testing in the meantime
  • There may be a brief window (usually minutes) where calls don’t connect during cutover
  • You’ll receive email notifications at each stage of the process

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Common Issues to Avoid

Avoid these common mistakes that cause port delays or failures:
  • ❌ Don’t cancel your existing service before the port is complete - this may cause you to lose your number
  • ❌ Mismatched information - utility bill or account details that don’t match your carrier’s records
  • ❌ Incorrect or missing PIN when required by your carrier
  • ❌ Port date earlier than 7 days - minimum timeline cannot be shortened
  • ❌ Incomplete documentation - ensure utility bill shows all numbers you want to port

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Frequently Asked Questions

Absolutely. If your number is eligible (most are), you can bring it over to Maple and keep your digits intact.
No. Once your number is ported to Maple, it leaves your old provider’s system. If you want a new number from them, you’ll have to request it separately.
No worries—porting your number only moves the phone service. Your internet stays put. Just make sure to check with your provider about any changes to your billing or bundle discounts.
Yes. Porting your phone number doesn’t affect your internet service. You’ll still be able to use your internet as usual.
Once your number is ported, calls to that number will go to Maple. If you want to keep a phone line with your previous provider, you’ll need to request a new number from them.
Definitely. After your number is ported to Maple, just contact your old provider and ask for a new number. They’ll set you up with a fresh one.
Don’t do it! Wait until your number is fully ported to Maple before making any changes or cancellations with your old provider. Canceling too soon could mean losing your number.
There might be a brief window where calls don’t connect, but typically, downtime is minimal. We’ll keep you posted every step of the way.

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Next Steps

After your port is complete: