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8x8 Support

Error When Submitting a Port Request

Symptom

When submitting a porting request, you receive an error.

Applies To

  • Porting
  • Admin Console

Troubleshooting Steps

When placing a port request via 8x8 Admin Console you may encounter an error which prevents you from submitting your request, or you may submit your request and be presented with the error message shown below.

Here you can find more details on the potential errors and the next steps available to you.

Snip - Unable to submit your porting request.jpg

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Blank Screen

If the page goes blank during the submission of your port request please try the following.

  1. Reload the page
  2. Restart the port request process as normal
  3. When when you get to the phone numbers to port: 
    • Avoid using the Tab key to separate telephone numbers.
    • If you are copying from an Excel CSV or Spreadsheet try pasting the numbers to an alternative notepad application, then copy the numbers from the notepad to the 'Phone Numbers to Port' section

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Field Exceeds The Max

If you receive the error message 'Field Exceeds The Max Allowed Characters: 5 or 10' then there is likely to be an issue with the ZIP code/postcode you have used.

To resolve this issue we would recommend you make a change in 'Step 2 - Basic information'. Rather than selecting an existing address from the dropdown menu, try selecting 'New Address' and entering the address manually.

Also for the address section 'Unit/Other' make sure that the limit of 10 characters is taken into account as this can also cause the request to fail. For example:

"Second floor"→ porting failed

"2nd floor"      → porting pending (succeeded)

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Insufficient Licenses

If your telephone numbers turn red in the 'Phone Numbers to Port' section - hover over the number(s) to see the error.
If the error message shows 'Not enough licenses available' then you would need to purchase more of the relevant 8x8 licenses. The error message will show which license type you need.

In the below example, the error shows that Regular French licenses are needed.

Snip - Insufficient Licenses.jpg

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Insufficient Temporary Numbers

Every 8x8 port request requires temporary numbers so that you can assign & configure the porting numbers in advance of the port date. On the port date the temporary numbers will be replaced by the porting numbers.

If you submit your port request, and see the error screen below, with the message 'Failed to find a matching temporary phone number', then there are no spare telephone numbers in our number pool which match the numbers you need to port. Temporary numbers must belong to the same country & number type (Geographic / Toll Free) as the porting numbers.

Snip - Insufficient Temporary Numbers.JPG

If you receive this error then you have two options:

Option One

Use existing telephone numbers on your 8x8 account as temporary numbers. This can be done by selecting the 'Manually assign temporary numbers' option after entering your 'Phone Numbers to Port' (see below).

Snip - Manually assign.png

Option Two

Claim new numbers to use as temporary numbers. For information on how to claim new telephone numbers, when there are none readily available in Admin Console, please click here.

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Field has no corresponding values

If when you submit your port request you receive the error message 'Porting failed: Field has no corresponding values' then there is likely to be an issue with the address you have used.

To resolve this issue we would recommend you make a change in 'Step 2 - Basic information'. Rather than selecting an existing address from the dropdown menu, try selecting 'New Address' and entering the address manually.

Invalid Value Field

If when you submit your port request you receive the error message 'Porting failed: Invalid value Field' then there is likely to be an issue with the address you have used.

To resolve this issue we would recommend you make a change in 'Step 2 - Basic information'. Rather than selecting an existing address from the dropdown menu, try selecting 'New Address' and entering the address manually.

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Missing Mandatory Field

If when you submit your port request you receive the error message 'Failure Reason: Missing mandatory field' then there is likely to be an issue with the address you have used. 
Mandatory_Field_Missing(1).png

To resolve this issue we would recommend you make a change in 'Step 2 - Basic information'. Rather than selecting an existing address from the dropdown menu, try selecting 'New Address' and entering the address manually.

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Not Portable

If when you add the 'Phone Numbers to Port' any of the numbers turn red and you see the message below, then the number in question cannot be ported to 8x8. This may be because there is a typo in the number you have submitted, or that 8x8 does not support the country/type of the number you have entered. (For example, in the UK 8x8 can support 01, 02, 03, 08 numbers - but 07 mobile numbers are not supported).

clipboard_e26ac325f100c2e4659c68aebdff6e4e8.png

Additional Steps

If the steps above have not solved the issue, please also try the following:

  • Submit smaller orders
    • If you are trying to submit more than 300 telephone numbers, try submitting your request in smaller batches.
    • For example, if trying to submit 900 telephone numbers try submitting 3x orders with 300 numbers each.
  • Check the area codes
    • If you are trying to port telephone numbers with different area codes then submit one order for each area code.
    • For example, if trying to port numbers beginning +1 212 and +1 408, then submit a separate request for each prefix.
  • Check the current providers
    • If your telephone numbers currently belong to multiple service providers then multiple port orders are needed.
  • Check the address & country
    • You must provide an address within the country for the telephone numbers you are porting.
    • If you are porting in multiple countries, separate port requests will be needed for each country.
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