Here's a list of common reasons why a porting request may be rejected.
Unsatisfactory business relationship
In this scenario, you either have an unpaid balance or the carrier charges port-away fee. To resolve this rejection, pay the outstanding balance or fee to your current carrier. Once this is resolved, please create a new port request.
Data mismatch, name mismatch, or address mismatch
The information you submitted in your Letter of Authorization ( LOA) is different from what’s on file with your current carrier in their Customer Service Record (CSR). The information on the LOA — particularly the authorized user, service address, and ZIP code — should exactly match the information on the CSR.
To resolve this rejection, there are two options.
- If the LOA was incorrect, please share a new LOA on the same port request.
- If the information on the CSR from your current carrier is incorrect, contact the carrier to get it changed. Once the carrier confirms that the correction on their end is complete, create a new port request.
Number is inactive
Your numbers must be in service with the losing carrier. To resolve this rejection, contact the losing carrier to reinstate the number. Create a new port request once the number is reactivated.
Unauthorized contact or signature
The person who is authorized to make changes to the account is not the person who signed the LOA. To resolve this rejection, contact the carrier to update the person authorized to make changes to the account. Please share a new LOA on the same port request once the carrier updates your information.
Wrong wireless account PIN
You must submit a PIN to port wireless numbers. This issue applies when the PIN provided for a wireless phone number doesn‘t match the one on file with your current carrier. Contact the carrier to obtain the PIN they have on file. Once you have the correct PIN, update the same port order with the new PIN.
Incorrect or missing account number
Contact your losing carrier to get the account number they have on file. Once you have this information, update the same port order with the correct account number.
Number is unportable
Plivo supports porting only in the US and Canada. There’s nothing you can do to resolve this rejection, but there are alternative solutions. You can rent a new Plivo number and/or forward calls from your current number to a Plivo number.
The account is managed by a reseller rather than a carrier. To resolve this rejection, contact your reseller and request a CSR along with detailed directions on how to port the number.
Pending service request
A request may be rejected if another service request is pending with the current carrier. You can request that your current carrier suspend all conflicting service requests so that the new porting request can be processed.
Incorrect service account number
A porting request may be rejected when the account number you submit doesn't match the one on file with your carrier. Contact your carrier to obtain the account number they have on file and resubmit the porting request.
Invalid billing telephone number (BTN)
When the billing telephone number (BTN), a master number used to identify an account, doesn't match the one on file with your current carrier, you may face a delay in porting your number. Ask your current carrier for the BTN on your account.