Important: Do not cancel service with your current carrier until Updox tells you the port is complete. If you cancel early, you could lose your number.
What does porting a fax number mean?
Porting means moving your existing fax number from your current carrier to Updox. You keep the same number, and it becomes part of your Updox account.
How long does porting take?
About 4–5 weeks. Some ports finish sooner if there are no carrier rejections or requests for more information.
If your port is rejected and you resubmit, the 4–5 week timeframe starts over.
Can every fax number be ported?
No. A number may not be portable if:
Your current carrier has restrictions on your account that don't allow numbers to port away. Contact your carrier to check.
Updox's carrier doesn't have service in your area. If Updox's carrier can't hold numbers with your area code or prefix, the number can't be moved.
How do I port my fax number to Updox?
Step 1: Fill out the Letter of Authorization (LOA)
Accuracy is critical: Ensure all information matches your carrier's records exactly to avoid delays or rejections.
Type or print clearly. Forms that are hard to read will be rejected. Best Practice: Use the LOA form provided by Updox to ensure compatibility and reduce the risk of errors.
The LOA asks for:
Field | What to enter |
Practice / Pharmacy Name | Your name exactly as it appears on your phone bill |
Practice / Pharmacy Service Address | The address where the number is installed. This may be different from your billing address. |
City, State, Zip | For the service address |
Current Phone Service Provider | Your current carrier |
Current Phone Service Account Number | The account number on your current phone bill |
ATN (Account Telephone Number) | The main number on your current phone account, also called the BTN. This is required even if you aren't porting that number. |
Authorized By, Signature, Date | The authorized person on your carrier account |
Updox Account # | Log in to Updox. Your account number is in the lower left corner of your Inbox. |
Number(s) to port | Every number you want to move. Add extra pages if needed. |
Note: The Updox Corporate ID (87011) is already filled in on the form.
Do I need more than one LOA?
If you're porting… | You need… |
Numbers from different carriers or different account numbers | One LOA for each carrier or account number |
A local number and a toll-free number | A separate LOA for local and for toll-free |
Several toll-free numbers on the same carrier and account | One LOA for all of them |
Tip: Toll-free numbers usually start with 800, 888, 877, 866, 855, 844, or 833.
Step 2: Get the LOA signed
The authorized person on your current carrier account must sign and date the LOA.
Step 3: Get a copy of your most recent phone bill
Your bill is used as the Customer Service Record (CSR), which proves you're the current owner of the number. Make sure it shows:
The number(s) you're porting
Your company name
The service address where the numbers are installed. This is checked against your carrier's records, so make sure it's correct.
The ATN / BTN, the main number on the account
If your bill is missing any of this: Note what's missing in your email when you send the LOA.
If you pay your bill online: You can send screenshots of your online account that show this information.
Step 4: Email everything to Updox
Email your signed LOA and your phone bill (or screenshots) to porting@updox.com.
What happens after I send my information?
You'll get emails from Updox at each stage:
Received: Confirms Updox has your information and is reviewing it.
Confirmed: Confirms your information is verified and gives the date the port will finish.
Complete: Confirms the port is done and the number is in your Updox account.
After you get the Complete email, contact your previous carrier to cancel service on that line and ask them to remove the number from their system.
Will my fax number go down during the port?
There should be no downtime when your number moves to Updox.
After the port, carriers across the country update their routing. Most do this within 12–24 hours, but some take 1–2 business days. During that time, faxes from some carriers or locations may not reach the number. If that keeps happening, the sender may need to contact their carrier to update its records.
Why was my port rejected?
Porting is regulated by the Federal Communications Commission (FCC). Everything on your LOA must exactly match what your current carrier has on file. If anything doesn't match, the port is rejected.
If your port is rejected:
You'll get an email explaining why.
You'll need to send an updated LOA.
The 4–5 week timeframe starts over when you resubmit.
Steps to Resolve Data Mismatches
Verify Required Information:
Confirm the correct company name and address required by the gaining carrier. For example:
Company Name: Updox LLC
Address: 6555 Longshore St., Dublin, OH 43017
Alternatively, some carriers may require:
Company Name: EC Data Systems
Address: 313 Inverness WAY S STE 110, Englewood, CO 80112
Correct the LOA Details:
Ensure the authorized user’s name matches the provider’s records exactly.
Use the correct Billing Telephone Number (BTN) and account number.
Avoid including conflicting addresses or unnecessary details.
Address Specific Errors:
For "All Data Mismatch" errors:
Complete the Physical Address field with your organization’s actual address.
Use the exact LOA form provided by Updox or your carrier.
Verify the mismatch notice to identify the problematic fields.
Resubmit the LOA:
Double-check all details for accuracy and consistency.
Submit the corrected LOA to the gaining carrier.
Common Reasons for LOA Rejection
Incorrect Company Information: Using the wrong company name or address on the LOA can lead to mismatches. For example, some carriers may require the name "Updox LLC," while others may need "EC Data Systems."
Conflicting Address Details: Including multiple addresses (e.g., Dublin, OH, and Denver, CO) on the LOA can cause conflicts and rejection.
Misspelled Authorized User Name: Even minor errors in the authorized user’s name can result in rejection.
Incomplete Physical Address: Leaving the Physical Address field blank or copying billing information into it can trigger an "All Data Mismatch" error.
What changes after my number is ported?
The number is part of your Updox account. Faxes to that number arrive in Updox.
Your fax machine stops working on that line. It can't send or receive faxes on that number anymore.
Other devices that share the line stop working. This includes internet service or a credit card reader.
Check with your current carrier before you port to see whether this will affect you.
What happens to my Updox fax number after I port my old number?
Updox can remove the Updox fax number. Please let the support team know that this is needed.