You're porting your number away to a new provider. It's been rejected. How do you solve this?
When a port request is rejected, you may receive an email notification to the administrative contact on file in your account. In that email, the reason for rejection will be listed.
Your new provider may also notify you of a rejection separately from us emailing you.
The chart below will walk you through every possible scenario and how to fix it for a successful port away.
Rejection Reason | How to Fix It |
Supplied PIN does not match PIN on file |
The PIN on your porting request does not match the PIN found in your account. How to resolve:
That link will give you the correct account information you need to provide your new carrier. Please have your new carrier resubmit the request with the correct account information and the order will be automatically and immediately approved. |
PIN Required/Required PIN is missing | The PIN was not entered on the porting request. If your provider states they have included the PIN, it might have been removed by a third party carrier when they submitted. How to resolve:
That link will give you the correct account information you need to provide your new carrier. Make sure you have the correct PIN. Reach out to your carrier and ask them to resubmit the port as a manual port request to ensure the PIN is included on the port request. This will ensure an approval. |
PIN required (but there is no PIN listed in your Port Out information) |
Your account has PIN listed as "none". Wireless carriers and some non-wireless providers require the PIN field to be populated on the port form. How to resolve:
|
Supplied PIN 0000 does not match | Your number is likely with one of our vendors that requires a PIN refresh.
In some cases, the PIN we have in your online account needs to be refreshed for submission to your new provider for review. These are created on-demand and are not available in advance. How to resolve:
|
Supplied account number is incorrect |
The account number on your porting request does not match the account number found in your account. How to resolve:
This will display the correct account information you need to provide your new carrier. Please have your new carrier resubmit the request with the correct account information and the order will be automatically and immediately approved. |
Account number is required |
The account number on your porting request was not entered on the porting request. If your provider states they have included the account number, it might have been removed by a third party carrier when they submitted. How to resolve:
That link will give you the correct account information you need to provide your new carrier. Make sure you have the correct account number. Reach out to your carrier and ask them to resubmit the port as a manual port request to ensure the account number is included on the port request. This will ensure an approval. |
Supplied zip code does not match zip on file |
Your new provider did not enter the correct zip code from your account on the porting request. To resolve:
That link will give you the correct account information you need to provide your new carrier. Please have your new carrier resubmit the request with the correct account information and the order will be automatically and immediately approved. |
Account is pending disconnect |
There is a pending action item on your account to complete before the number can port away. How to resolve:
|
Billing telephone number (BTN) was rejected |
The BTN can simply be a 10-digit phone number beginning with the 1. Here are some things to consider:
|
Customer Information Mismatch/error 6C: Authorization name field is blank. |
Wireless carriers require an authorization name to be listed on the port request, and it needs to match the name on the account. How to resolve: |
Due Date cannot be met |
This usually happens when the wireless provider selects a same-day port date. NumberBarn and NumberGarage numbers are classified as wireline so ports require additional processing time. How to resolve:
|
Number not active |
This is possibly caused by an internal setting. How to resolve:
|
Account is inactive/disconnected |
Your account must be active in order for the number to port out (if the account isn't active, the number isn't active either). If you receive this rejection:
|
Toll Free Port Out: Rejected by End User |
When we receive a request to port out your toll free number, we email requesting you to click a button to either "Approve" or "Decline" the port out within 24 hours.
|
Number is locked by customer request |
The transfer lock is enabled on your phone number. You will need to remove this to port your number away. How to resolve:
Please have your new carrier resubmit the request after the lock has been removed for an approval. |
1P=Other |
This typically means that the porting carrier didn't share the actual porting error with your service provider. To resolve this error, find your new service provider from this list of articles. The advice in these articles should help you overcome the error when you resubmit your porting request. |
We know you just need to get your number ported out. If this article didn't help you resolve your port out rejection, please contact our customer support team and we'll be happy to help.
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