Overview
Intercom provides phone numbers as part of its calling product, but like most software platforms, Intercom doesn't own the underlying phone number infrastructure. The numbers are hosted on a carrier (commonly Twilio), which means porting away from Intercom requires carrier-level authorization — not just your Intercom credentials.
Before You Start
Contact Intercom support and ask for:
The underlying carrier for your phone numbers
Your account number as registered with the underlying carrier
The PIN or passcode needed to authorize a port-out
Note: The information you need is at the carrier level — it's different from your Intercom login credentials, subscription ID, or workspace ID.
What to Enter in Your Telnyx Port Request
Field | What to Enter |
Account Number | Carrier account number (provided by Intercom support) |
PIN / Passcode | Carrier-level port-out PIN (provided by Intercom support) |
Authorized Name | Exact name on the Intercom carrier account |
Service Address | Address registered with the underlying carrier |
Twilio-Backed Intercom Numbers
If Intercom tells you your numbers are on Twilio, use these specific instructions:
Account Number: Twilio Account SID (starts with "AC...") — found in Twilio Console, or ask Intercom to provide it
PIN: Twilio auth token or a dedicated port-out passcode (set under Console > Phone Numbers > Port Out Settings in newer Twilio accounts)
Authorized Name: The legal name on the Twilio/Intercom account
⚠️ Twilio's PIN requirements have changed over time. If you get a PIN rejection, ask Intercom support specifically: "What is the current port-out passcode or auth token for my account?"
Why Does Porting from Intercom Feel Different?
Intercom (like Aircall and other calling-enabled platforms) sits as an additional layer on top of a carrier. This means:
The underlying carrier may vary by country or account type
The required credentials are carrier-specific, not Intercom-specific
Intercom's support team may need to look up your carrier details internally before they can provide the right information
I Got a PIN Rejection — What Now?
Contact Intercom support and ask specifically for the carrier-level port-out PIN
Ask them to confirm whether your numbers are on Twilio and if so, which Twilio account
Once you have the correct PIN, update your port order in the Telnyx portal and resubmit
Estimated Timeline
1–5 numbers: 3–7 business days from acceptance
6+ numbers: 5–15 business days