Help › Phone, text and email
Texts are still going to your old provider
When you move a number to Lotly, calling comes across first. Text messaging is a separate record your old provider still holds, and it does not move on its own. Until they release it, texts people send to that number are delivered to them.
1
Check the line under Communication → the Call tab → Admin. If it shows Texting not transferred, this is what is happening.
Calls to the number already reach Lotly. Only texting is affected.
2
Call your previous phone provider and ask them to remove text messaging from the number.
They may call it "releasing the SMS record" or "disabling texting". Tell them the number has already been moved away for voice. This is the step that actually unblocks it.
3
Tell us once they confirm.
Use Ask Lotly AI or the Contact tab in the Help Center. We then have the number's texting record pointed to Lotly.
4
Keep an eye on your old provider's inbox until it is done.
Texts sent to the number are still landing there, so check it so you do not miss a resident.
5
The line changes to Ready on its own once it is finished.
Waiting alone will not fix it. Unlike the usual carrier approval delay, this one needs both providers to act.