Move your number from Grasshopper to Tonet

How to port your number out of Grasshopper to Tonet. Get your CSR and PIN from Grasshopper Support, keep the account open, then submit the port.

To move a Grasshopper number to Tonet, ask Grasshopper Support for your Customer Service Record (CSR). It shows the details Grasshopper has on file, and comes with a PIN if your number needs one. Copy those details into Manage › Phones › Port a Number in Tonet. Keep your Grasshopper account open until the number has moved.

Before you start

Grasshopper only releases numbers from paid accounts with no outstanding balance. Free trials can't port numbers out.
There's no waiting period. You can port out any time while your account is paid and active.
Tonet, as your new provider, starts the port. Grasshopper doesn't approve it or speed it up.

What you need from Grasshopper

You need	Where to get it
Customer Service Record (CSR)	Ask Grasshopper Support. It can take up to 72 hours to arrive.
PIN	Comes with your CSR, if your number needs one
Account number	Your Grasshopper business phone number. Grasshopper uses it as your account number.
Proof the number is yours	Your latest Grasshopper receipt, or a screenshot of your Grasshopper account showing the number

Get your CSR and PIN

Contact Grasshopper Support and ask for your Customer Service Record. Have these ready:

Your account number (your Grasshopper business phone number)
Your account's 4-digit Primary PIN
The last 4 digits of the card on file
The billing address for that card

Grasshopper says the details on your Letter of Authorization (LOA) must match your CSR. Tonet builds your LOA from the port form, so copy the CSR's details into the form exactly.

Is there a port-out lock?

Grasshopper's port-out page doesn't describe one. If your number needs a PIN to move, Grasshopper sends it with your CSR.

Does Grasshopper charge to port out?

Grasshopper's help pages don't list a port-out fee. Grasshopper doesn't refund a subscription you cancel early.

Keep your Grasshopper account open until the port finishes

Your number keeps working on Grasshopper until the port completes.
Porting a number out doesn't cancel your Grasshopper account. Your other numbers stay active.
After the number has moved, contact Grasshopper Support to remove it or to cancel. Only the account's main contact can cancel.
Grasshopper warns that numbers left on a cancelled account can go to another carrier and be used by someone else.

Texting: register the number again in Tonet

If your number was approved for SMS registration at Grasshopper, Grasshopper removes that registration when the port starts. Once the number is in Tonet, register it for texting in Manage › Phones › SMS Registration.

If you cancel the port, Grasshopper says you must register the number again with Grasshopper too.

Move the number to Tonet

Owners, managers and administrators can start a port.

Get your CSR, and the PIN if Grasshopper sends one.
In Tonet, go to Manage › Phones and open the Port a Number tab.
Fill in the form as shown below. Tonet fills in some fields from your Tonet account, so check each one against your CSR.
Under Proof the numbers are yours, click Attach a file. Add your CSR, plus your latest Grasshopper receipt or a screenshot of your account showing the number.
Read the Authorization text. Sign in the box, then type your name in Print your full name.
Click Submit porting request.

Field in Tonet	What to enter
First name, Last name	The account holder, exactly as on your CSR
Organization	The business name, exactly as on your CSR
Street address, City, State, Zip code	The address on your CSR
E-mail address	Where Tonet sends updates about this port
Residential or business	Business
Current service provider	Grasshopper
Account number	Your Grasshopper business phone number
Account PIN / passcode	The PIN Grasshopper sent with your CSR
Telephone number and Type	Each number you're moving. Toll free for a toll-free number, Wireless or VoIP for a local one.

The form needs a PIN for Wireless or VoIP numbers. If Grasshopper didn't send one with your CSR, email support@tonet.ai before you submit.

Put every Grasshopper number you're moving in one request. Tonet handles one port request at a time. Once it's approved, click Port another number to start the next.

Not ready? Click Save draft and come back later.

After you submit

The Port a Number tab shows where your request is:

Your port, step by step

Your number keeps working with your old carrier until the switch

Ringing on Tonet. Calls to your number ring in Tonet: browser, apps and desk phones.

You: Call your number to check it rings in Tonet. Only then close anything left with your old carrier.

The statuses are the ones on Manage › Phones › Port a Number. Click one to read it.

Status	What it means
Submitted	Tonet has your request and checks it before filing it with the carrier.
In progress	Your request is being processed. Most ports complete in 7 to 10 business days.
More information needed	Read the message under Messages, type your answer in Your reply, attach a file if asked, and click Send reply. The request goes back to In progress.
Approved	The numbers appear under My Phone Numbers once the transfer completes.
Not approved	Read the Reason for rejection, fix it, and click Edit and resubmit.

Grasshopper doesn't tell you when the port finishes. Tonet emails the address in E-mail address when it receives your request (with a copy of the letter you signed), when it needs something from you, and when the request is approved or not approved.

Your number keeps working with Grasshopper until the switch. The date can't be guaranteed.

When the number appears under My Phone Numbers, choose where its calls go, who can use it, and register it for texting.

Why Grasshopper ports get rejected

Reason	How to fix it
The account has a balance, or is a free trial	Grasshopper only releases numbers from paid accounts with no balance. Pay it, then resubmit.
Details don't match the CSR	Copy the name, business name and address from your CSR exactly. Click Edit and resubmit.
Wrong account number	Use your Grasshopper business phone number.
Missing or wrong PIN	Use the PIN that came with your CSR, or ask Grasshopper Support for it.
The Grasshopper account was cancelled before the port finished	Grasshopper says the account must stay active until the port completes. Contact Grasshopper Support.

More reasons and fixes: Why was my port rejected?

Next steps

Port a Number: the form, step by step, for any provider.
Why was my port rejected?
Comparing phone menus and prices? See Tonet vs Grasshopper.
How porting to Tonet works: Keep your business number.
Questions about a port? Email support@tonet.ai.

Move your number from Grasshopper to Tonet

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