Unable to Make or Receive Calls After Number Porting

Modified on Tue, 3 Mar at 4:36 PM

What you're seeing

After porting your number from Spruce (or another provider), you can no longer make or receive calls. Clients report they can't reach you. Your old platform (e.g., Spruce) shows the number as no longer active.

Why this happens

During porting, there is a transition window where the number leaves the old carrier before TheraSaaS fully activates it. Additionally, some users don't complete the post-porting setup steps (app download, number assignment, test call) — so the number is live in TheraSaaS but not yet configured to route correctly.

How to fix it

1Confirm the port is complete
Your carrier will inform you of the porting date. Our team member, Nikola will also be in touch with you regarding the porting information. Log into TheraSaaS and go to Settings → Phone Numbers. If your ported number appears in the list, porting is being processed. Sometimes your phone number will show up on the list even if it's not yet fully ported — take note of your porting date. If it's not there yet, porting is still in progress and can take 3–10 business days.
2Assign the number to a staff member
Once the number appears, edit its configuration and assign it to your staff or a team member. A ported number is not automatically assigned — this step must be completed manually.
3Install Lead Connector on your mobile device
Search for 'Lead Connector' in the App Store or Google Play. This is the dialer app for TheraSaaS. Log in with your TheraSaaS credentials and enable microphone and notification permissions when prompted.
4Do not cancel your old service yet
Keep your Spruce, Talkroute, Grasshopper, iPlum (or previous provider) account active until you've made a successful test call in TheraSaaS. Cancelling early can cause a gap in service.
5Make a test call
Use Lead Connector to call a team member's cell phone. Confirm the call connects and your TheraSaaS number appears as the caller ID. Then call your TheraSaaS number from an external phone to test inbound.

How to prevent this

Complete your phone setup checklist (number assignment, app install, test call) before announcing your new number to clients.

When to contact support

If your number shows in TheraSaaS but calls still don't connect after completing all steps above, contact support immediately — include your TheraSaaS number and whether the issue is inbound, outbound, or both.