How to Port Away from SimpleTexting:
A Comprehensive Guide

Porting your phone number from one provider to another should be a straightforward process, but when it comes to SimpleTexting, you may encounter a series of unexpected hurdles. Whether you’re switching to a new SMS provider like Twilio or ClickSend, or you're simply moving your number for better service, this guide offers a step-by-step explanation of how to navigate the process. Using a real-life example, we’ll highlight common problems, timelines, and solutions to help make your transition smoother. We also include key contacts and links to official resources, like filing an FCC complaint, to ensure you're well-prepared for each step.

"Complete incompetence when trying to port our number"

-Will Grafton (Trustpilot)

"Unable to Port your number out"

-User (Trustradius)

What is Phone Number Porting?

Phone number porting allows businesses and individuals to retain their phone numbers when switching service providers. It is an essential process for companies that rely on continuity, especially if their phone numbers are tied to customer outreach, marketing campaigns, or automated systems. The Federal Communications Commission (FCC) has strict guidelines that require service providers to assist in this process without unnecessary delays.

Unfortunately, customers have found that SimpleTexting complicates this process. Whether it's refusing to provide necessary documents or giving conflicting information about the porting PIN, issues like these can turn what should be a smooth transfer into a frustrating ordeal. This guide aims to equip you with the knowledge and contacts necessary to overcome these barriers efficiently.

Common Problems When Porting from SimpleTexting

If you’re porting a number from SimpleTexting, be prepared for potential obstacles. Here are some of the most common issues users have faced, based on real-world experiences:

  • Refusal to Provide a Customer Service Record (CSR): SimpleTexting does not automatically provide a CSR, which is a vital document for porting phone numbers. Despite the FCC’s regulations, they often claim that this document is not needed or available, causing delays.

  • Porting PIN Confusion: At first, SimpleTexting may claim that no PIN is required. Later, they may suggest that your phone number itself can be used as the PIN. After significant back and forth, and sometimes after escalating to an FCC complaint, they may eventually provide the actual PIN necessary to complete the port. This can be incredibly frustrating and time-consuming.

  • Miscommunication and Delays: Support teams from both SimpleTexting and their parent company, Sinch, often provide conflicting information about the porting process. This not only causes delays but also creates unnecessary confusion.

To handle these issues, you’ll need to be persistent, well-informed, and prepared to escalate the situation if necessary.

Step-by-Step Guide to Porting Away from SimpleTexting

When you decide to move your phone number to a new provider, it’s important to follow these steps carefully to avoid delays and minimize frustration.

1. Contact Your New Provider

  • The first step is to initiate the port request with your new SMS provider. Whether you’re switching to Twilio, RingCentral, or ClickSend, reach out to their support team or use their porting feature in your dashboard.

  • Be ready to provide the necessary details: your phone number, account information, and, in some cases, an authorization form. Keep all communications well-documented.

2. Request Your Porting PIN and CSR from SimpleTexting

  • Reach out to SimpleTexting’s support team immediately and request a Customer Service Record (CSR) and a Porting PIN. Even if they tell you these documents aren’t necessary, insist on them, referencing FCC regulations.

  • Don’t be surprised if you receive conflicting answers. The support team may first tell you that a PIN isn’t needed, then suggest using your phone number as the PIN, and finally, after escalating the issue, provide the correct PIN.

3. Escalate the Request if Delayed

  • If SimpleTexting refuses to cooperate or significantly delays the process, don’t hesitate to escalate the issue. Referencing FCC guidelines often helps in getting things moving. If that fails, file an official FCC complaint.

  • File an FCC Complaint Here under "Phone Issues" > "Number Portability." This formal complaint can prompt faster action from SimpleTexting or their parent company, Sinch.

4. Complete the Port with Your New Provider

  • Once SimpleTexting provides the necessary information (CSR and PIN), confirm with your new provider that they have everything they need to complete the port.

  • Test your phone number to ensure it’s working properly with the new provider, including voice calls, SMS, and other services you rely on.

Timeline for Porting from SimpleTexting (21+ Days)

The timeline for porting away from SimpleTexting is usually longer than it should be. In this specific case, the process took 21 days from start to finish:

Day 1: Initiated the port request with SimpleTexting and the new provider.

Day 3: SimpleTexting claims a CSR is not available and no porting PIN is needed.

Day 7: After repeated requests, SimpleTexting suggests using the phone number as the porting PIN.

Day 10: Filed an FCC complaint due to lack of cooperation and conflicting responses.

Day 14: SimpleTexting finally provides the correct porting PIN.

Day 21: The number is successfully ported away from SimpleTexting.

Contacts to Help Move This Along

Here are some key contacts at SimpleTexting and Sinch who may be able to expedite your porting process:

If these contacts do not provide timely assistance, consider filing a formal FCC complaint to ensure the port request is processed.

History of SimpleTexting

SimpleTexting was founded with the mission of making SMS marketing simple and accessible to businesses of all sizes. The platform allowed companies to engage with their customers through text messaging, offering features such as two-way messaging, mass texting, and advanced automation. Since its inception, SimpleTexting grew quickly thanks to its ease of use, flexibility, and a customer-centric approach, making it a go-to platform for businesses that wanted to integrate SMS into their marketing strategy without the need for complex technical setups.

The company’s success eventually attracted the attention of MessageMedia, an Australia-based SMS company focused on serving small to medium-sized businesses. In 2020, MessageMedia acquired SimpleTexting, marking a significant expansion of its presence in the U.S. market​ (source).

History of Sinch

Founded in 2008, Sinch is a global leader in cloud communications, offering voice, video, messaging, and communications APIs to businesses worldwide. Headquartered in Stockholm, Sweden, Sinch has expanded rapidly through a series of strategic acquisitions, helping to build a comprehensive suite of communication solutions for businesses of all sizes. Sinch serves as a backbone for many global enterprises, enabling companies to engage customers at scale through voice, video, and messaging channels.

Sinch’s acquisition strategy has allowed it to enter new markets and enhance its capabilities in providing cloud-based communication services. Over the years, Sinch has acquired companies like ACL Mobile and Chatlayer.ai, strengthening its position in the competitive communications space​ (source).

When Sinch Acquired SimpleTexting

In 2020, SimpleTexting was acquired by MessageMedia, a subsidiary of Sinch, as part of Sinch’s broader strategy to grow its footprint in the U.S. and serve the small and medium-sized business (SMB) market. This acquisition marked a critical point in SimpleTexting’s evolution. The deal allowed Sinch to integrate SimpleTexting’s user-friendly SMS platform with its own extensive communications capabilities.

In 2021, Sinch itself acquired MessageMedia, thus bringing SimpleTexting fully under Sinch’s umbrella. As a result, SimpleTexting underwent a brand refresh in 2023 to align more closely with Sinch’s visual identity and branding strategy, while continuing to operate independently as a customer-focused platform for SMS marketing.

Still Having Issues Porting Away from SimpleTexting?

If you're still experiencing delays or obstacles in porting your number away from SimpleTexting, don’t hesitate to take further action. The FCC protects your right to port your number without unnecessary delays.

Report your issue to the FCC under "Phone Issues" > "Number Portability."

Filing a complaint with the FCC can help ensure that your request is taken seriously and resolved quickly.