Here's a list of common reasons why a porting request may be rejected.
Unsatisfactory business relationship
This typically means that either you have an unpaid balance or the current carrier charges a port-away fee. To resolve this rejection you must pay the outstanding balance or fee to your current carrier. Once this is resolved, please contact Plivo support and we’ll resubmit the port request.
Data mismatch / name mismatch / address mismatch
The information you submitted on your LOA is different from what’s on file with your current carrier in their 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:
- If the LOA was incorrect, contact Plivo support to share the new LOA.
- If the information on the CSR from your current carrier is incorrect, contact the carrier to get it corrected. Once the carrier confirms that the correction on their end is complete, contact Plivo support to resubmit the port request.
Number is inactive
Your numbers must be in service with the losing carrier. To resolve this rejection, contact the losing carrier and reinstate the number. Once the number is reactivated, contact Plivo support to resubmit the port request.
Unauthorized contact or signature
This means that the person authorized to make changes on 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 on the account. Once they update your information, contact Plivo support to resubmit the port request.
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 number, contact Plivo support to resubmit the port request.
Incorrect or missing account number
Contact your losing carrier to obtain the account number they have on file. Once you have this information, contact Plivo support to resubmit the port request.
Invalid billing telephone number
The billing telephone number is typically a master number used to identify an account with many phone numbers. To resolve this rejection, contact the losing carrier to obtain the billing telephone number they have on file. Once you have this information, contact Plivo support to resubmit the port request.
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 alternatives: You can rent a new Plivo number and/or forward calls from your current number to a Plivo number.
Resold account
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 away.
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.