Numbers & Porting
Get a new phone number, bring one you already own, or move your existing number to Shop Commander without losing it.
Phone numbers are managed on the Phone numbers and Port my number cards under Settings → Phone & Messaging. You need the manage phone numbers permission to change them.
Three ways to get a number
Search & buy a new number (Telnyx)
Press Search & buy, pick the country and an area code (optionally digits the number should contain), and tick what the number must support — calls, texts, picture messages. Results show the region and the monthly cost before you commit. Give it a label such as Front desk, tick Make this the main number if it should be the shop's main line, and press Buy this number. It is live within a minute.
Some countries need registration before a number may send texts. The card notes this for the country you chose, and each number shows its texting registration status.
Bring a number you already own
If the number already exists on your connected Telnyx account, press Bring my number, type it, and it is attached to Shop Commander with routing and messaging set up for you. Credential verification never imports every line in a shared carrier account. Use this only for a number already on that account.
Port your existing number (Telnyx)
Porting moves the number customers already know — the one on your sign and your business cards — from your current phone company to Shop Commander. Your old service keeps working until the day the move happens, so there is no gap.
- Press Start a port and enter the number(s). Check confirms they can be moved.
- Enter the account details exactly as they appear on your latest phone bill: business name, the person authorized to make the change, the billing number, the account number and PIN if your carrier uses one, and the service address. A mismatch is the most common reason a port is rejected.
- Upload a signed letter of authorization and a recent bill. Both are required.
- Press Submit to carriers.
The request then moves through Requested → Documents needed → Submitted → With the carriers → Scheduled → Completed. A Needs attention state means the carriers want something corrected; the reason is shown on the request. Once a move date is confirmed it appears on the card. A port usually takes one to three weeks. You can Cancel a request any time before it completes; the number stays with your current company.
When the port completes the number appears on the Phone numbers card and routing applies to it immediately.
Managing a number
- Make main — the starred number is used for outbound calls and automated texts unless a caller ID is set.
- Edit — change the label, set an outbound caller ID (what customers see when your team calls out from this line), or attach a specific routing rule.
- Release — gives the number back. You are asked to confirm: a released number stops working immediately and may not be recoverable. If it is the main number, make another number main first.
Related
- Phone & Messaging settings
- Emergency failover — set a backup for each main number