Please note that If a porting request is rejected for any reason, the request must be re-submitted and the another 10-15 business day delay will be applied.


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

Unpaid balance with current carrier

Most carriers request that accounts be in good standing in order to approve porting requests. This can be resolved by paying any outstanding balances to your current carrier.

Pending service request

When another service request (e.g., porting request) pending with the current carrier, this may lead to a rejection. This can be resolved by requesting your current carrier to suspend all conflicting  service requests so that the new porting request can be processed.


Address mismatch

When the address submitted on any of the documentation does not match the address of the owner on file at the current carrier. To resolve this, obtain a CSR (Customer Service Record) from your current carrier and provide new documentation with the matching address to Plivo to be re-submitted.


Name or Signature mismatch:

When the person authorising the porting request does not match the name or signature of owner on file at the current carrier. To resolve this, obtain a CSR (Customer Service Record) from your current carrier and provide new documentation with the matching name and signature to Plivo to be re-submitted..



Inactive number:

When the  phone numbers you wish to port are inactive with your current carrier. To resolve this, contact your current carrier and reactivate the phone numbers you wish to port.

Unauthorized Contact/Signature:

When the person authorized to make changes on the account is not the person who signed the Letter of Authorization (LOA). Resolve this by completing another LOA with the authorized person and resubmit the porting request..

Incorrect wireless PIN:

When the PIN provided for a wireless phone number does not match the one on file with your current carrier. This is only applicable to wireless phone numbers.

This can be resolved by contacting your current carrier to obtain the PIN number they have on file and resubmit the porting request.

Incorrect service account number:

When the account number you submitted does not match the one on file with your current carrier. To resolve this, contact your current carrier to obtain the account number they have on file and resubmit the porting request.

Invalid BTN (Billing Telephone Number)

When the billing telephone number (BTN),a master number used to identify an account, does not match the one on file with your current carrier. .

To resolve this by obtaining the BTN from your current carrier and resubmit the porting request.