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Hi Fernando,
 
Thank you for your request.
 
Unfortunately, we are unable to provide the Twilio authentication credentials required to connect a phone number to a third-party platform.
 
Twilio's Auth Token is a sensitive credential that should be treated like a password. For security, compliance, and account integrity, our company policy is not to disclose these credentials to third-party applications as per Twilio recommendations.
 
We recommend obtain a new Twilio number through REI Reply (if they provide one). That way, you will have full control of your credentials and account while keeping both environments secure.
 
We appreciate your understanding.
 
Thanks,
Support Team
 

Hello Fernando,
 
Thank you for explaining your situation. We understand why you would like to keep a phone number that you have used in your business for many years, and we are not attempting to prevent you from moving to another service provider.
 
The number is currently housed within a Twilio subaccount that is owned, billed, and managed through our company’s primary Twilio account. Because of the way that account is structured, we cannot provide the subaccount credentials, Account SID, or direct access to REI Reply. Doing so would leave the number operating within our account and could leave us responsible for the resulting charges, messaging activity, and regulatory compliance.
 
Any transfer must fully remove the number from our Twilio account and place it into an account owned and billed by you or your new provider.
 
We have never completed this type of transfer because no customer has previously requested one. We do not know what steps will be required from us, how much staff time may be involved, or how long the process may take.
 
Your next step is to work with REI Reply, its underlying telephone provider, or Twilio to determine the correct porting or transfer procedure. They will need to initiate the process and provide you with a complete list of the information, documentation, and actions required from both you and us.
 
Once you receive those instructions, please forward them to us. We will review what is being requested, determine what work is required on our side, and let you know whether we can complete it and within what time frame. We have a very small staff whose time is committed to supporting our existing systems and customers, so we cannot promise an immediate response, a specific completion date, or an open-ended technical project.
 
You may cancel your service at any time. If you choose to cancel, your phone numbers will remain retrievable for 14 days after the end of your final paid billing period. This gives you and your new provider a limited period in which to initiate and complete the necessary transfer process.
 
After that 14-day period, we will release and cancel the phone numbers because we are charged monthly for every number maintained within our Twilio account. Once a number has been released, we cannot guarantee that it will remain available or that it can be recovered.
 
Please also be aware that your existing A2P messaging approval does not transfer with the phone number. You will need to complete a new A2P registration and approval process through your new account or provider before using the number for business text messaging.
 
We appreciate the ten years you have been a customer and want to handle your transition professionally while also protecting the security, billing, and regulatory compliance of our communications platform.
 
Kind regards,
Support Team

Hello Fernando,
 
Thank you for your response and for taking the time to speak with REI Reply.
 
First, we'd like to assure you that we have no intention of losing you as a customer. We truly value the relationship we've built over the past ten years, and we're certainly not trying to make it difficult for you to use another service or retain your existing phone number. If our previous emails gave that impression, we sincerely apologize.
 
This is simply a situation we have never encountered before. No customer has previously requested this type of transfer from our Twilio environment, so we are trying to fully understand the process before taking any action.
 
One point that would greatly help us is understanding exactly what REI Reply means by the "ID" they are requesting. Are they referring to the Phone Number SID, the Twilio Account SID, or another identifier? These are very different items, and from a security standpoint they are not interchangeable.
 
We also need to understand how the transfer is intended to work once it is completed. For example, which Twilio account will own the phone number after the transfer? Will the number continue to reside under our master account, or will ownership and billing move to an account owned by you or REI Reply? These details are important because they affect account ownership, billing responsibility, security, and regulatory compliance.
 
At the moment, there are still several parts of the process that are unclear to us. If REI Reply can provide the specific Twilio documentation or explain exactly which identifier they require and how the transfer process works, it would be a great help. Once we have that information, we'll review it carefully and determine the appropriate next steps on our side.
 
Our goal is simply to make sure we understand the process completely before sharing any account-related information or taking actions that could affect our Twilio environment.
 
We appreciate your patience and your continued business over the past ten years, and we look forward to working with you to better understand this process.
 
Kind regards,
Support Team

Hello Fernando and REI Reply Team,
 
We're pleased to let you know that Twilio has confirmed the successful transfer of the following phone number:

• Phone Number: +1 (203) 718-0497

 
The number has been transferred to the Twilio account associated with the following details previously provided by REI Reply:

• Gaining Account SID: ACc6d0cd2c4b36102ddc020cdbcab7e0cc
• Sub-account Location ID: vMn1Z8EjZa21mrSnwjuk

 
Please note that Twilio also advised that when a phone number is transferred between Twilio accounts, its existing configuration (such as Voice and SMS webhooks, SIP Trunks, and other phone number settings) is reset as part of the transfer process. If applicable, any required configuration should now be completed within the gaining Twilio account.
 
If you require any additional information from our side, please let us know.
 
Best regards,
Support Team