If your business phone number is text-enabled through Captivated, changing your phone carrier or voice service provider can affect your SMS service.
When a phone number is ported from one voice provider to another, the change can disrupt the SMS hosting that allows Captivated to provide texting on that number.
If you’re planning to port or change providers for a number used with Captivated, contact us before the port takes place. Advance notice can help us prepare and minimize potential texting downtime.
Before You Change Providers
If you’re planning to port a phone number that is text-enabled through Captivated:
- Confirm the expected date and time of the port with your new provider.
- Contact Captivated Support and provide the scheduled port information.
- Complete our Letter of Authorization (LOA) for each affected phone number, including local and toll-free numbers.
- Let Captivated know as soon as the voice port has been completed.
- If you notice messages beginning to fail after the port, contact Captivated Support immediately.
Captivated will work with our carrier partners to restore SMS hosting for the affected number as quickly as possible.
Complete a Letter of Authorization
A Letter of Authorization allows Captivated and our carrier partners to take the necessary steps to restore texting on your business number.
Complete the Captivated Letter of Authorization
Complete an LOA for each phone number affected by the carrier change.
How Long Will Texting Be Down?
The amount of downtime can vary depending on the carrier change and how quickly SMS hosting can be restored.
If your SMS service is disrupted, Captivated will work with our carrier partners to restore service as quickly as possible and will let you know when your number is ready for texting again.
Plan Ahead: If texting is an important communication channel for your business, avoid scheduling a carrier change during a particularly busy period whenever possible.
Already Changed Providers and Texting Stopped Working?
If you’ve already completed a carrier change and messages are now failing:
- Contact Captivated Support immediately.
- Let us know which phone number(s) were ported and when the port occurred.
- Complete the Letter of Authorization if you haven’t already.
- Avoid repeatedly attempting to send failed messages while the SMS configuration is being restored.
We’ll review the affected number and work with our carrier partners on the appropriate next steps.
Need Help?
If you’re considering changing phone providers—or aren’t sure whether a planned change will affect Captivated—contact Captivated Support before initiating the port using the in-app Support option or text (317) 316-3600. 
