Port an existing iMessage number

Porting moves your number from your current carrier or provider to Keiki. It becomes a Keiki iMessage line on Keiki's infrastructure, and your old service for that number ends when the port completes. This is a manual, support-led process: you collect paperwork from your current provider, and Keiki submits the port for you.

Before you start

Keep your current account active. Do not cancel it: cancellation can release the number. Do not remove the number from your current service before the port completes.
Be an owner or admin of the Keiki organization, and create the agent that will reply.
Have a plan that supports a dedicated iMessage line. Dedicated lines are billed as a monthly add-on to your plan; sandbox organizations must request access first. Keiki support will confirm the billing and eligibility for your port before proceeding.
Record how to pause your old app or bot, and plan a quiet cutover window.

Request the paperwork

Ask your current provider for its port-out requirements. Keiki support will confirm the exact documents needed for your number. Typically, these include:

Account holder name exactly as it appears on the account.
Service or billing address.
Account number and transfer or port-out PIN.
A recent bill or invoice.
A signed letter of authorization.
For an eSIM number, the provider's number-transfer authorization.

An eSIM alone is not the paperwork needed to authorize a number transfer.

Submit to Keiki

Contact Keiki support with the number you want to port and your Keiki organization. Support will confirm eligibility, the exact paperwork and how to submit it. Keiki receives your documents and submits the port request to one of its providers on your behalf.

Keiki will confirm the port date with you. Do not cancel your existing service while the request is pending. If you need to change or stop the request, contact support; do not try to undo it at your current provider.

During the port

Plan a quiet window around the confirmed date. There may be a short gap while the number re-registers for iMessage; support will coordinate the cutover rather than promise a fixed completion time.

Your old app or bot stops receiving messages for that number through the old service when the number moves. Pause its automated sends for the cutover as well. Keep the old account active until support confirms completion. Contact support if you need to move the number again after a completed port.

Assign and verify

After support confirms the port is complete, your number is a Keiki iMessage line. Assign it to the agent that should reply, then test it:

From a separate iMessage-enabled device, send a short test message to the ported number. Confirm it appears in the intended agent's conversation.
Confirm the agent's reply arrives on that device from the same number. Reply again and check that the conversation continues, with no duplicate old-bot answer.

Keep tests two-way and low-volume; follow iMessage best practices.

History and fallback

Conversation history does not move with the number. Porting does not import your old inbox, bot memory or contacts. Customers still address the same number, but do not assume Keiki knows what they said before cutover.

SMS/RCS fallback is handled by Keiki's provider. See Channels compared for feature limits.

Troubleshooting

Port rejected: check for mismatched account details, an incorrect transfer PIN or an inactive account. Get corrected details from your current provider and resubmit through Keiki support.
Port date changed or service interrupted: contact support to confirm the request's status before changing anything at your current provider.
Port completed but no reply arrives: check that the line is assigned to the right agent, then repeat the two-way test. Send support the number and test time if it still fails.