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July 2019
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Why Am I Getting a Port Rejection?
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Most phone numbers these days are portable, however there are various reasons why a port request may be rejected by the losing carrier. In almost every case, rejections can be improved by the rightful user of the phone number such that the port request will be able to proceed.

The easiest way to avoid your port request from being rejected is to make sure you submit the exact information that your current carrier has on file. You should contact your current carrier in advance to make sure you have the correct information. The surest way to lessen the chance of a port rejection is to attain a Customer Service Record (CSR) from your current carrier.

Below is a list of common reasons for a port request rejection:


Unsatisfactory Business Relations
This usually means that either you have an unpaid balance or the carrier charges a port away fee.
To resolve this, you will have to pay any outstanding balance/fee to your current carrier.
Once this is resolved, open a support ticket and we will resubmit the port request.


Mismatched Data
This means that the information you submitted on your Letter of Authorization (LOA) is different from what is on file with your carrier in their Customer Service Record (CSR). A CSR is a copy of how your telephone records appear in the telephone company’s database. To be sure your port request will not be rejected, the information on the Letter of Authorization – particularly the authorized user, service address, and zip code – should exactly match the information on the CSR.

To resolve this, inform the carrier to update your information. You may need to talk to your carrier's porting team to get a copy of the CSR for your account.
Once they update your information, open a support ticket and we will resubmit the port request. Otherwise, send us a new LOA with the correct information.


Inactive Phone Number
Your numbers must be active with the losing carrier.
To resolve this, inform the losing carrier to restore the number.
Once the number is reactivated, open a support ticket and we will resubmit the port request.


Signature is Unauthorized
This means that the person authorized to make changes on the account is not the same person who signed the Letter of Authorization.
To resolve this, inform the carrier to update the person authorized to make changes on the account or update the port request with the proper name.
Once they update your information, open a support ticket and we will resubmit the port request.


Wireless Account Pin is Wrong
In order to port any wireless numbers, you have to submit a PIN. Please note the PIN is sometimes the last four digits of the account holder’s Social Security Number.
To resolve this, inform the carrier to obtain the PIN number they have on file.
Once you have the correct PIN number, open a support ticket and we will resubmit the port request.


Incorrect/Missing Account Number
To resolve this, inform your losing carrier to attain the account number they have on file. Once you have this information, open a support ticket and we will resubmit the port request.


Unlock Google Voice
All Google Voice numbers have to be unlocked before they can be ported out. To unlock the number, visit this link: www.google.com/voice/unlock Once you have unlocked the phone number, open a support ticket and we will resubmit the port request.


Billing Telephone Number is Invalid
The billing phone number is usually a main number used to identify an account with many numbers.
To resolve this, inform the losing carrier to get you the billing telephone number they have on file.
Once you have this information, open a support ticket and we will resubmit the port request.


Resold Account
To resolve this rejection, please contact your service provider and request a CSR (Customer Service Record), or provide detailed directions on how to port the number away.