# Troubleshoot issues after porting phone numbers to Amazon Connect
After the porting process completes

After you have ported your numbers to Amazon Connect, use the topics in this section to troubleshoot issues, or to release numbers you no longer need after porting. 

**Topics**
+ [What to do if the ported number isn't receiving calls](not-receiving-calls-after-porting.md)
+ [Release ported numbers you no longer need](release-ported-numbers-you-do-not-need.md)
+ [Revert to original carrier after porting](revert-porting-to-original-carrier.md)
+ [Port numbers away](port-away.md)

# Not receiving calls on the phone number ported to Amazon Connect
What to do if the ported number isn't receiving calls

After the scheduled porting window has completed, if you are not receiving phone calls on the ported phone number, update your support ticket. We will troubleshoot with our carrier to verify the porting status and identify the next steps to resolve issue. 

Amazon Connect and our carriers make every effort to ensure number porting occurs with minimal downtime and without issues. In most cases, the losing carrier is responsible for initiating the number porting and releasing your number to the winning carrier. 

In rare situations, a number routing issue can occur, resulting in calls not arriving to Amazon Connect from the carrier. 

# Release numbers that you ported to Amazon Connect that you no longer need
Release ported numbers you no longer need

You do not have to keep phone numbers assigned to your Amazon Connect instance. 

When a phone number is released from your Amazon Connect instance:
+ You will no longer be charged for it.
+ You cannot reclaim the phone number.
+ Amazon Connect reserves the right to allow it to be claimed by another customer.

**To release a phone number**

1. Log in to Amazon Connect admin website with an Admin account or a user account that has **Phone numbers - Release** security profile permission. 

1. On the navigation menu, choose **Channels**, **Phone numbers**. This option appears only if you have the **Phone numbers - View** permission in your security profile.

1. Choose the phone number you want to release, and then choose **Release**. This option appears only if you have the **Phone numbers - Release** permission in your security profile.

If the phone number is associated with a flow, that flow will be deactivated until another number is associated with it.

When customers call the phone number you have released, they will get a message that it is not a working phone number. 

# Revert phone numbers to your original carrier after porting to Amazon Connect
Revert to original carrier after porting

To complete the porting, the losing and gaining carriers both make configuration changes to pass the phone number ownership. After the porting is complete, the gaining carrier has sole control of the phone number. 

To move the phone number again, you must complete a new LOA and any required documentation.

# Port phone numbers away from Amazon Connect
Port numbers away

1. Choose [Account and billing](https://console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-connect-number-management&categoryCode=phone-number-port-out) to go to the pre-populated form in the AWS Support console. You must be signed in to your AWS account to access the form.

1. For **Service**, *Connect (Number Management)* should be selected.

1. For **Category**, *Phone Number Port Out* should be selected.

1. Select the required severity.

1. Choose **Next step: Additional information**

1. On the **Additional information** page:

   1. Enter the subject.

   1. Under **Description**:

      1. Let us know you're porting away.

      1. The name of your Amazon Connect instance and the numbers you are porting away.

      1. The name of your new carrier.

1. Choose **Next step: Solve now or contact us**.

1. On the **Solve now or contact us** page:

   1. Choose the **Contact us** tab and select your **Preferred contact language** and your preferred contact method.

1. Choose **Submit**.

1. The Amazon Connect team will review your ticket and get back to you.

Here's what happens next:

1. AWS Support contacts you, indicating that you should begin the process with the winning carrier.

1. The winning carrier will request that you provide them with following information:
   + Proof of ownership of the numbers you want to port away. Provide them with screenshots of the Amazon Connect instance with the phone numbers you want to port away, and screenshots of your AWS bill.
   + Usually the winning carrier will require a LOA (Letter of Authorization) that you need to complete. It's important that you provide the correct contact details from your AWS bill. 

1. The winning carrier will send the request to AWS Support. 

1. AWS Support will verify that the request from the winning carrier matches the information we have about who owns those numbers. If all details match **exactly**, we will approve the request.
**Important**  
Verifying the authenticity of the winning carrier's port-out request is critical for the security of your phone number. If the contact details are not correct (for example, there's a name mismatch), your port-out request may be rejected, causing delays and requiring you to resubmit your request.

1. The winning carrier will complete the port-out request on the date and time that you establish with them. Work with the winning carrier to complete the remainder of the port-out process to ensure a seamless transition.