This article explains how to move your phone numbers from the Legacy Global Portal (formerly used to manage BWI/Voxbone services) to your Bandwidth App account on the Universal Platform. This is a self-service process that can be done via the Legacy Global Portal or Legacy APIs.
As part of this process, any assets or services currently activated on the phone numbers you’re moving, including activation and emergency addresses, as well as International and National outbound activations, will be carried over to the Bandwidth App.
Prerequisites for moving phone numbers
Before any move can take place, the following prerequisites must be in place:
You must have a Bandwidth App account where you have permission to log in, configure voice settings, and purchase phone numbers.
Your Bandwidth App account must have the appropriate countries and services enabled for the phone numbers that are moving. It must also have the appropriate Sub-accounts, Locations, and Voice Configuration Packages (VCPs) set up, since calls made to phone numbers will immediately pick up the configuration from the VCP they’re moved into.
Your Legacy Global Portal account must be enabled to use the Move Phone Numbers tool. This will be configured as part of your onboarding process to the Universal Platform.
Process overview
Moving numbers from your BWI account to Universal Platform is an operation done at the Number level and requested through the Legacy Global Portal or the Legacy Global API. The move can be requested in bulk but each number will individually follow the same process.
The move process is comprised of 3 steps:
Initial move: This is the initial active process triggered via the Portal or the API. This operation will create the number in Universal Platform and route the Inbound traffic through the Universal Platform as per the VCP configured on the move request.
Transition Window for outbound traffic switch over: This period allows you to switch over the outbound traffic for the numbers to the Universal Platform trunk if needed. The period lasts 7 days by default to give you ample time to switch over and monitor.
Move completion: After 7 days, the number is removed from the Legacy Global Portal and no outbound traffic will be allowed on the Legacy platform from that point. Once done, the number fully lives in the Universal Platform.
Note that during the Transition Window, the number will appear in both the Legacy Global Portal (marked as "Moving") and the Universal Platform.
Move phone numbers using the Legacy Global Portal
Step 1: Authenticate with Bandwidth App account
Log in to the Legacy Global Portal.
In the side navigation bar, under Numbers, select Move Numbers.
Note: If you don’t have this option, please reach out to the Bandwidth Support Team to enable the Move Numbers tool on your Legacy Global Portal account.
Click Validate to authenticate with your Bandwidth App account to verify your credentials.
Important: You must use your Bandwidth App username and password, which are different from your Legacy Global Portal credentials.
Once successfully authenticated, an Authenticated tag will be displayed.
Step 2: Configure destination settings
Once your Bandwidth App account is authenticated, it will be used to populate the list of possible destination Accounts, Sub-accounts, Locations, and VCPs.
Important: Once the phone numbers are moved, the inbound voice settings will immediately use the configuration of the destination VCP. Please ensure the selected VCP is configured correctly and tested in the Bandwidth App before moving any phone numbers.
Step 3: Confirm phone numbers
Once your destination settings are configured, you’ll need to add and confirm the phone numbers you want to move. You can also select them on the My Numbers page.
To add the phone numbers you want to move, click Add Numbers.
Click Run Pre-Flight Check to confirm whether all of the added phone numbers can be moved to the selected Bandwidth App account. If the phone number is movable, it will have a green Movable tag.
If the phone number is not movable, it will have a red Cannot Move tag along with an associated reason. To remove the phone number from the list, click Remove Invalid.
Note: In order to proceed, you must remove all invalid phone numbers or fix the issues associated with them, and then re-run the Pre-Flight Check until all phone numbers on the list are movable. There are many reasons a phone number might not be able to move to the Bandwidth App. See below for some examples.
Step 4: Submit move request
If you haven’t completed all the necessary steps ahead of submitting your move request, you’ll see warning symbols next to the ones that require further action.
Once all the steps are completed, click Submit Move Request. This will generate a unique identifier that can be used to check the status of your move request.
Note: The move request is a complex asynchronous process, and involves multiple background steps. Depending on the configuration of the number, it could take up to 10 seconds per number for the number move process to finish.
Step 5: Track your move request
Once you submit your move request, you can monitor its status and progress at the bottom of the Move Numbers page. The status of the move can be either:
In Progress: Ongoing activities, please wait until completion.
Transition Window: Initial move was complete with no failures, entering the Transition Window for Outbound Traffic switchover. See below for next steps.
Completed: The move request is successfully completed for all the requested numbers.
Failed: The move request failed for all numbers. Click on the Order ID to see the reason of failure.
Note: Partial failures and warnings are possible at the request level in the Transition Window and Completed status, and the request will be flagged accordingly. Click on the Order ID to see which numbers failed and why. Retry the move for these numbers or reach out to the Bandwidth Support Team for assistance.
You can examine each request by clicking on the Order ID. The detailed view will offer a comprehensive breakdown of the request details, including the status for each individual phone number.
Step 6. Complete the move
The moved phone numbers will appear in your Bandwidth App account during the process. Please wait until the move status updates to Transition Window before updating any configuration for these numbers on the Universal Platform. Any assets or services currently activated on these numbers, including activation and emergency addresses, as well as International and National outbound activations, will now be in the Bandwidth App. Inbound calls will be routed based on the settings of the VCP. You’ll now be able to make Outbound calls using the Bandwidth network, while the Inbound calls will be routed based on the settings of the VCP.
The Legacy Global Portal will keep your Outbound service active and maintain the historical record and associated data of the moved phone numbers for a period of 7 days. This Transition Window is designed to allow you to switch your outbound traffic to the Universal Platform and, if needed, request an emergency rollback by opening a support ticket with the Bandwidth Support Team. Once this 7-day period expires, the move request will complete and the phone numbers will no longer be visible in the Legacy Global Portal. From this point on, no rollback will be possible, and all outbound calls must be made through the Bandwidth network.
Important: The emergency rollback is performed on a best-efforts basis and is only allowed if the phone numbers are still present in the Bandwidth App account they were moved to. Any configuration changes made in the Bandwidth App will not be transferred back to the Legacy Global Portal.
Limitations
Numbers with CNAM (LIDB) provisioned from the Legacy Global Portal will need to have CNAM (LIDB) reprovisioned manually on the Universal Platform.
The move of Emergency-enabled numbers in USA, CAN and PRI is supported but without moving the Emergency activation and Address. You can activate it on the Universal Platform before the move.
Frequently Asked Questions
Why is my number marked as "Cannot Move"?
There are many reasons why a number may not be able to move to the Bandwidth App:
Your Bandwidth App account is not configured to enable numbers from that country or doesn’t have the appropriate products activated (such as Emergency Services). Please contact your Account Manager to get the necessary country or product support added to your account.
The VCP you selected is not appropriate for this number. Please create an appropriate VCP.
Your account on the Universal Platform may require numbers to have Emergency active to allow Outbound National service. The number you’re trying to move is not enabled for Emergency but has Outbound National active in the Legacy Global Portal. Moving this number would fail to activate Outbound National on the Universal Platform. You can either disable Outbound National on the Legacy Global Portal or work with the Bandwidth Support Team to get these numbers activated for Emergency in the Legacy Global Portal before attempting the move.
The Emergency activation address provided for this number can’t be validated in the Bandwidth App. Please contact the Bandwidth Support Team to investigate further.
This number is in a country where we can’t transfer the Emergency address at this time (see Limitations). If you want to proceed with the move before this functionality is available, please deactivate Emergency in the Legacy Global Portal prior to the move and reactivate it on the Universal Platform after the move.
A periodic regulatory audit of numbers in a particular country restricts the ability to move numbers at this time. Once the audit is complete, the numbers will be able to move.
There are pending configuration changes on this number which must finish before it’s moved. Please retry the move once the configuration changes have been completed.
The Bandwidth App and the Universal Platform don’t support this number type and country at this time. We’re expanding our network coverage and adding new countries each month.
Phone numbers that are currently blocked on the Legacy Global Portal (for regulatory or fraud reasons, for example) won’t be allowed to move to the Bandwidth App. Please work to unblock the phone numbers before trying to move them.
In certain countries, phone number extensions can be registered deriving from a main “extended” number. In order to move these number extensions, the main extended number and all associated extensions must be moved together. Please select all extensions and the associated main extended number together to move them to the Universal Platform.
What countries are available on the Universal Platform?
Please see Universal Platform Network Coverage for the list of countries and number types supported on the Universal Platform.
How do I get a Universal Platform account?
Please reach out to your Bandwidth Account Manager to get started with your upgrade to the Universal Platform.
Why is my number marked as "Warning"?
There are several reasons why a phone number may display a warning before being moved to the Bandwidth App:
Emergency Address Limitation: The number is associated with a country where the Emergency Address cannot currently be transferred (see Limitations). You may proceed with the move; however, we are providing this warning so you can take any necessary actions in advance. To activate Emergency Services in the Bandwidth App, please follow these steps:
Navigate to the Emergency section.
Select Endpoint Records.
Click Manage Records. You'll need to add an endpoint (phone number, caller name, and preferred language) and Emergency Response Location (typically a civic address).
Once the number is moved, the Emergency Services will be enabled on this phone number in the Bandwidth App.
VoxFax Enabled: The number has the VoxFax service enabled. Please note that VoxFax (Fax-to-PDF/Email functionality) is not available on the Universal Platform. If you proceed with the move, the VoxFax service will be discontinued for that number. Please make alternative arrangements to handle received fax transmissions.
How do I get notified of the status of my move requests?
The notifications for move requests follow the same framework as other Legacy Global Portal workflows. Move request notification emails will be sent to users who have the “New Orders” and “API” notifications enabled, as well as to the main account holder.
Email notifications will be sent regardless of whether the request was submitted via the Legacy Global Portal or the Global APIs. The following email subjects will apply:
Phone Number Move Request Submitted – sent after the request has been received.
Phone Numbers Successfully Moved – sent when the numbers enter the Transition Window status (ready to receive inbound traffic in the Universal Platform). Outbound traffic can be switched from the Legacy Global Portal to the Universal Platform at this stage.
Phone Number Move Completion Due Soon – sent one day before the move is scheduled to be completed.
Phone Number Move Completed – sent once the move is completed and the number has been removed from the Legacy Global Portal inventory.
Why is my number still in the Legacy Global Portal after being moved?
When a phone number is initially moved, it enters the Transition Window status. During this stage, the number is available in the Universal Platform, and inbound traffic is routed through the Universal Platform. At this point, outbound traffic can also be migrated from the Legacy Global Portal to the Universal Platform.
Important: If your outbound traffic isn't migrated within the 7-day Transition Window, the number move will complete automatically, and outbound traffic from that number via the previous platform will no longer be possible.
During the Transition Window, numbers that are being moved will appear on the My Numbers page and be marked as Moving. Please note that no configuration changes can be made to these numbers in the Legacy Global Portal during that time.
How many numbers can I submit in a single move request?
We currently support up to 1,000 phone numbers per move request, provided that all numbers belong to the same country. Numbers from different countries must be submitted in separate requests.
Will I be double‑billed in the Legacy Global Portal and the Universal Platform if a number doesn't complete before the end of the month?
No, you won't be double‑billed. Once a phone number enters the Transition Window, it's billed only through the Universal Platform.