---
key: transfer-your-phone-number-to-nova
title: Transfer your existing phone number to Nova
audience: staff
section: settings/communications
routes: ["/settings/communications/phone-numbers"]
permissions: ["communications.phone_transfers.create"]
features: ["communications.phone-inboxes"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Bring the business number your customers already know into Nova by submitting a transfer request with your current carrier details, then uploading the signed letter of authorization and a recent bill.
keywords: [port number, keep my number, move number, carrier transfer, LOA, letter of authorization, port in, bring your own number]
related: [get-your-texting-number, buy-a-phone-number, set-up-a-phone-line]
---

In the sidebar, open **Settings**, then choose **Phone Lines** under **Communications**. The page address is `/settings/communications/phone-numbers`. **Transfer Number** is at the top right of the list, and open requests are listed under **Transfer requests** above the lines.

## Before you start

- Your role needs permission to create phone transfer requests.
- Have a recent bill from your current carrier. You need the account holder's name exactly as the carrier has it and, if you have them, the **Billing telephone number**, the **Account number** and the **Account PIN / passcode**.
- Keep the number active with your current carrier until the transfer is **Live**. Cancelling early can make the transfer fail.
- A transfer takes days, not minutes. The request shows where it is: **Started**, **Pending**, **Approved**, **Carrier**, then **Live**.

## Steps

1. Press **Transfer Number**. The **Transfer Number** drawer opens.
2. Type the **Number to transfer**, the **Current carrier** and the **Account holder name**.
3. Fill in the **Billing telephone number**, **Account number** and, if the carrier uses one, the **Account PIN / passcode**.
4. Under **Service address**, enter the address the carrier has on file. Set the mode to **Search** to look it up, **Existing** to copy a branch or organization address, or **Manual** to type it in.
5. Under **Authorized contact**, give the **Name** and **Email** (and a **Phone** if you can) of the person who can sign the letter of authorization and answer questions.
6. Under **Destination setup**, type the **Display name** the line will have in Nova and pick a **Branch** if it belongs to one. Under **Authorized users**, choose who will use the line; you are chosen already, and **Add me** puts you back if you removed yourself.
7. Leave **Voice** and **SMS / messaging** on under **Capabilities needed** unless you only need one. **Activation defaults** holds recording, routing and voicemail choices for the new line; the recommended ones are already set.
8. Add any **Notes** for the Nova team, such as timing you need to avoid.
9. Press **Submit and continue**. Nova opens the **Transfer request** at **Checklist and uploads**. Drop the signed letter of authorization and the bill onto their checklist items, and any other files under **Other supporting files**.

## What you see

- Each request under **Transfer requests** shows its number, status and how many required uploads are still missing. Press it to open the request.
- The open request shows its progress, your details (locked once the Nova team starts reviewing) and **Comments and timeline**, where you reply with **Post comment**.
- Once the transfer is **Live**, the request shows **Live number** and **Manage line**, and the number appears in the **Phone Lines** list with the name, branch and users you chose. If you turned off **Activate on completion**, the line arrives switched off. Set voicemail and forwarding like any other line; see [[set-up-a-phone-line]].
- Until then, nothing changes for callers; your current carrier keeps handling the number.

## If something looks different

- A finished, rejected or cancelled request is missing from **Transfer requests**: the list shows open requests only. Open **Filters** and set **Transfer requests** to **Show all requests**.
- The request shows **Rejected**: the carrier or the Nova team turned it down, usually because a name, address or account number did not match. Read the reason on the request, then press **Transfer Number** and submit a new request with the corrected details.
- You need to stop a transfer: open the request, choose a **Cancellation reason** such as **Timing changed** or **Staying with current carrier**, press **Cancel request**, then **Confirm cancellation**.
- **Transfer Number** is missing: your role cannot create transfer requests. Ask your admin.

[[route:/settings/communications/phone-numbers|Open Phone Lines]]