Submit a Letter of Authorization to move an existing number to PharmaTools.
If a customer wants to keep their current fax number, port it to PharmaTools. Start from Port Existing Number on either the fax profiles page or the port status page.
Before you start, gather:
The customer’s most recent invoice, dated no more than 30 days ago
A list of every number on the account, with Transfer / Leave as Is / Disconnect decided for each
The service address — where the numbers are in use, which is often not the billing address
Current provider details: account holder name, reseller name (if any), and account ID
Enter the pharmacy name, their current provider (Bell, Rogers, Telus, and so on), the phone type, and the service address — the address where the line is physically installed, not the billing address.
Provider and routing details at the top of the port request
2
Complete the Letter of Authorization
Account owner exactly as it appears on the invoice, account number, authorized name, date, and a requested port date at least 5 business days out. The service address auto-fills from the section above.
3
Attach the current provider invoice
The customer’s most recent invoice, dated within the last 30 days. Ports are rejected without it.
4
Choose services and list the numbers
Select whether SMS / MMS and Fax (T.38) are required, then list every number on the account. For each one choose Transfer, Leave as is, or Disconnect. Use Add Number for additional lines.
The Letter of Authorization, invoice attachment, and per-number selections
5
Run the pre-submission checklist
Clicking Submit Port Request opens a checklist you must confirm item by item. Fees apply for rejected numbers, so this is worth reading rather than clicking through.
You can’t download the LOA until we approve the request. After you submit, it sits at Pending Approval by PharmaTools while we check that the details were entered correctly. Only then does the Download LOA button become available in the port drawer. Plan for that gap before promising your customer a signature-ready document.
Account holder name matches carrier records exactly
Account number verified
Reseller name included, if applicable
Cascade / sequential routing disabled
Dry loop requested if internet is on the same invoice
Toll-free numbers ported first, if they point to these numbers
Service address provided (not billing address)
LOA fully completed, signed, and dated
All numbers active
Copy of invoice attached
The pre-submission checklist
Do not cancel the phone service before porting. If the customer’s internet runs over the same copper line as their phone (a wet loop), have them contact their ISP to convert to a Dry Loop (Naked DSL) first, and ask the ISP to assign an administrative number to keep the internet signal on the line. This does not apply to every customer, but skipping the check risks unplanned internet downtime.
Use the service address, where the numbers are physically in use. It’s frequently different from the billing address printed on the invoice, and an invalid address is one of the most common rejections.
The customer can't find their account number.
It’s on the invoice, usually near the account holder name. If it isn’t obvious, have them call the provider and confirm it before you submit — a guessed account number means a failed port and a $15.00 fee per number.
What if the numbers are on more than one invoice or provider?
Submit a separate request per provider / invoice. Mixing them on one LOA gets the request rejected.
The customer goes through a reseller. Whose name goes on the form?
Both — the account holder name as the carrier has it, plus the reseller name exactly as it appears on the invoice. A missing reseller name is a rejection reason on its own.
Can I get the port done faster than 5 business days?
No. Five business days is the earliest date the form will accept, and the requested date is a request rather than a commitment — the carrier confirms the firm date once it validates the account.
What happens to numbers I don't want to move?
Mark them Leave as is to keep them with the current provider, or Disconnect to cancel them. Every number on the account needs a disposition.
Should the customer cancel their old service once we submit?
No — not until the port completes. Cancelling early can strand the numbers and, on a wet loop, take the pharmacy’s internet down with it.
I made a mistake on a submitted request. Do I resubmit?
Don’t send a second LOA for the same account — duplicate authorizations get rejected. Contact PharmaTools with the request ID instead.
Next: monitoring a port
Track progress, upload the signed LOA, and confirm the cutover.
