When submitting a number transfer request, we send the information you provide to your former provider. If there is a mismatch with what they have on file, they will reject the request and will need to be updated with the correct information. You can check the status of number transfer in configuration manager to see why your request was rejected. Once you're sure that you have all the information you can resubmit the request.
When you receive a rejection, we highly recommend that you contact your former provider and request a Customer Service Record (CSR) which will contain all necessary information in regards to number transfer before you resubmit your porting request.
- US and Canadian Local number Port requests only
- Virtual Office Configuration Manager
- When checking the status of the port, you see Failed
For Account Manager users, please collect the information from your provider, then create a case with support.
Top Rejection Reasons
|Billing Telephone Number (BTN) Mismatch||
Contact your former provider to verify the Billing telephone number then resubmit the request with the updated information. The billing telephone number is the primary phone number on your account and is always one of the numbers on your account. If you're only porting one number, try resubmitting with that number as the billing telephone number.
|Service Address Mismatch||Contact your former provider to verify the Service address and then resubmit the request with the correct address.|
|Zip Code||Contact your former provider to verify the Service address and then resubmit the request with the correct address.|
|Numbers aren't active on your former provider||We can't port numbers that are canceled. Contact your former provider to resume service on the numbers then resubmit the request.|
|Incorrect company name||Contact your former provider to verify the company name on file then resubmit the request with the updated information.|
|Account Number / Pin Mismatch (Mobile)||The Account number and/or pin you provided does not match what the former provider has on file, please contact your former provider and then resubmit the request with the correct information.|
|PIN Mismatch / Missing Pin (landline or VOIP)||Sometimes carriers put pin protection on their numbers, contact your former provider to get the pin then resubmit the request with the updated information. If you are unable to enter a pin during the resubmission, please create a case with support or call us at 1-877-500-8799 available 5:30 a.m. to 2:00 p.m. PST, Monday-Friday.|
Other Common Reasons
|Special Features on Phone Numbers||
Your provider will not transfer phone numbers that have special features attached to them. Call your provider and remove these services and then resubmit the request. Some common examples of special features are: Remote Call Forward (RCF), Hunting, Ring Mate, CustoPAK, Foreign Exchange, Distinctive Ring, Centrex service, ISDN.
|Incorrect Authorized Name||This occurs when transferring your number from a personal account. Contact your former provider to verify the Authorized name on file then resubmit the request with the updated information.|
Pending orders on the former provider
If you recently made changes to the account or ordered additional services, this will conflict with the order to transfer numbers (there can only be one order active). You will need to cancel or complete any pending orders on the former provider.
There are sometimes cases where a port gets complicated. If you have received multiple rejections or the message in your account refer you to contact our number transfer team. You can either create a case with support or call us at 1-877-500-8799 available 5:30 a.m. to 2:00 p.m. PST, Monday-Friday.