What Is a Reseller?

A reseller is a company that provides phone numbers to customers but doesn't own the underlying network infrastructure. Instead, they lease numbers from a carrier (like Twilio, Bandwidth, or Inteliquent) and resell them under their own brand.

Common resellers include: Aircall, Intercom, RingCentral, Grasshopper, Google Voice for Business, and many VoIP providers.

Why this matters for porting: When you port a number away from a reseller, the authorization must come from the underlying carrier, not the reseller. The account number and PIN you need are carrier-level credentials — not your login to the reseller's platform.

How to Find Your Underlying Carrier

Before submitting a port request, contact your current provider and ask:

"I want to port my numbers to another carrier. What is the underlying carrier for my numbers, and what account number and PIN do I need to authorize the port?"

Most providers are required to give you this information. If they're unresponsive or obstructive, this may be a violation of FCC porting rules — contact porting@telnyx.com and we can help escalate.

Who Decides If a PIN Is Required?

The losing carrier (your current provider) determines whether a PIN is required and what format it takes. Telnyx (as the gaining carrier) submits whatever information you provide. If it doesn't match the losing carrier's records, the order is rejected. The losing carrier's records are the source of truth.

Carrier-Specific Requirements

Twilio

Account Number: Your Twilio Account SID (found in Twilio Console under Account > General Settings)
PIN: Twilio auth token, OR a port-out passcode if one is set (Console > Phone Numbers > Port Out Settings)
Notes: Twilio PIN requirements vary depending on whether you're on a standard account or a sub-account. For sub-accounts, you may need the sub-account SID and auth token.

Aircall

Account Number: Provided by Aircall support (not your Aircall account ID)
PIN: Carrier-level passcode from Aircall support
Notes: Most Aircall numbers are on Twilio infrastructure. Contact Aircall support before submitting.

Intercom

Account Number: Provided by Intercom support (carrier-level, not workspace ID)
PIN: Carrier-level port-out PIN from Intercom support
Notes: Intercom numbers are commonly on Twilio. The underlying carrier can vary by region.

Vonage (including Vonage Business)

Account Number: Your Vonage account number (found on invoices)
PIN: PIN set in the Vonage portal (Account > Security > Port-Out PIN)
Notes: Vonage requires a Letter of Authorization (LOA). Attach it when submitting.

RingCentral

Account Number: Your RingCentral account number (Admin Portal > Account Details)
PIN: Port-out PIN set in Admin Portal > Phone Numbers > Port Numbers
Notes: RingCentral requires the PIN to be set before initiating a port. Set it first if you haven't.

Grasshopper

Account Number: Your Grasshopper account number
PIN: Contact Grasshopper support — not exposed in the portal
Notes: Grasshopper numbers typically run on Bandwidth or Inteliquent. Support can tell you which.

Checklist Before Submitting

☐ Confirmed the underlying carrier with your current provider
☐ Obtained the correct account number (carrier-level, not reseller login)
☐ Obtained the correct PIN/passcode
☐ Verified the authorized name matches exactly what's on the carrier account
☐ Verified the service address matches the carrier's records
☐ LOA signed and ready to upload (if required)

Common Rejection Reasons

Rejection	What It Means	Action
PASSCODE_PIN_INVALID	Wrong PIN	Contact your provider for the correct carrier-level PIN
ACCOUNT_NUMBER_MISMATCH	Wrong account number	Reseller account IDs ≠ carrier account numbers — confirm with provider
BUSINESS_NAME_MISMATCH	Name doesn't match	Get exact legal name from your provider
SERVICE_ADDRESS_MISMATCH	Address doesn't match	Get the address on file with the carrier, not your billing address