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Transferring Accounts (Moving Accounts into or out of Agencies)


HomeSupport HubSettingsAccount Management › Transferring Accounts (Moving Accounts into or out of Agencies)
Last Updated: 11/06/2018

Transferring accounts allows you to move subaccounts between agencies, into agencies, or out of agencies.  There are a few ways this can be done, depending who will be taking ownership of the account and what data or features you wish to have transferred:

  • Moving a subaccount from one agency to another keeps everything intact for the subaccount being moved, including users, call data, and routing (as long as both agencies’ plans have all of the same features).
  • Moving a single account into an agency will also keep everything about the original account intact, including users, call data, and routing.  The account becomes a subaccount of the agency.  Administrators from the original account may have restricted permissions depending on the agency’s settings.
  • Moving a subaccount out of an agency to a single account plan is a much more limited move.  We are able to transfer tracking numbers and call data from the subaccount onto the new single account, but all other features and settings must be configured in the new account.
  • Moving tracking numbers and/or call data between accounts will move specific tracking numbers (with the option to move call data) between accounts.  Read more about transferring numbers between accounts here.
Always check which features are being used on an account before moving it.  Some features—such as queues, geo-routers, FormReactors, and auto-dialers—are not available on all plans.

Required Information for All Account Transfers

CTM support will require the same basic information for all account transfers.  Before submitting your request, gather the following details:

  1. The name and account ID of the account or subaccount that needs to be moved.  These details can be found in the Settings menu in the upper right corner while viewing the account or subaccount.
  2. The name and ID of the agency that the subaccount will be moved to.  Agency administrators can find this information for their respective agencies in the Settings menu.  For subaccounts moving to single account plans, we will need the account name and ID of the single account that has been created.  See more about moving numbers between accounts here.
  3. The name and login email address of an agency administrator from the other agency.  For transfers involving a single account, use an administrator’s details instead.

Transferring Subaccounts Between Agencies

When contacting CallTrackingMetrics support to make a transfer request, you must send the request from an agency administrator’s email address on file in your account.

  1. Use the support contact form or send an email to support@calltrackingmetrics.com letting us know the name and account ID of the subaccount to be moved and the name and ID of the receiving agency.  This request must come from an agency administrator.
  2. CC an agency administrator of the other agency so that they can respond to let us know they approve the transfer.  Approval for transfers must come from agency administrator email addresses that are on file in CallTrackingMetrics.
  3. The support team will process the request and send a confirmation when the transfer has been completed.
  4. An agency administrator from the receiving agency should review the account’s settings and user list.  You may need to refresh the application or log out and back in to see the account appearing in your agency.

Transferring a Single Account into an Agency

  1. Use the support contact form or send an email to support@calltrackingmetrics.com letting us know the name and account ID of the account to be moved and the name and ID of the receiving agency.  This request must come from the administrator of the original single account or an agency administrator of the receiving agency.
  2. CC the agency administrator or the administrator of the other party so that they can respond to let us know they approve the transfer.  Approval for transfers must come from administrator or agency administrator email addresses that are on file in CallTrackingMetrics.
  3. The support team will process the request and send a confirmation when the transfer has been completed.
  4. An agency administrator from the receiving agency should review the account’s settings and user list.  You may need to refresh the application or log out and back in to see the account appearing in your agency.

Transferring an Agency Subaccount to a Single Account

Subaccounts that are moved outside of an agency cannot be moved in the same way that subaccounts can move between agencies or single accounts an move into an agency.  When subaccounts are moved to single accounts, only tracking numbers and call history (if desired) can be moved.

If you are using voice menus, notifications, reports, schedules, or any other account features, we recommend making note of those details or taking screenshots of the feature setup pages so that you can re-create them in your new account.

  1. The person taking ownership of the account will need to sign up for a new single account.
  2. Use the support contact form or send an email to support@calltrackingmetrics.com letting us know the name and account ID of the subaccount to be moved and the name and ID of the new single account.  This request must come from the administrator of the new single account or an agency administrator of the agency.
  3. CC the agency administrator or the administrator of the other party so that they can respond to let us know they approve the transfer.  Approval for transfers must come from administrator or agency administrator email addresses that are on file in CallTrackingMetrics.
  4. The support team will process the request and send a confirmation when the transfer has been completed.
  5. The administrator of the new single account should review the account’s settings and user list.  You may need to refresh the application or log out and back in to see the transferred numbers appearing in your account.

Frequently Asked Questions

Q: How long does the transfer process take?
A: Our support team processes requests in the order in which they’re received and will address all requests as quickly as possible.  Once approval has been received from both parties, the transfer can typically be completed within a few business hours.  Call data may take a few hours to transfer over for accounts with a large number of calls.

The most common hold-up for account transfers is the approval process.  To help your transfer go as smoothly as possible, communicate with the other party beforehand so everyone is on the same page with the request, and make sure all emails come from the correct email addresses on file.


Q: I want to transfer my account, but the other party is not approving the request.  What do I do?

A: If you’re having trouble getting in touch with the other party to complete the transfer, contact customer support for assistance.


Q: I am the highest level administrator from both parties (an agency admin for both agencies, an agency admin and the owner of the single account to be moved, etc.).  Can I provide approval for both parties in the transfer?

A: Yes.  If you have used the same email address as your login for both accounts, a single email request will be enough.  If you have used different email addresses, you will need to provide approval messages from both administrator email addresses (you can CC yourself and reply from the other address on the same message thread).


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