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Understanding Port Rejection: Why Your Phone Number Transfer May Be Delayed

When transferring your phone number to Voiply—also known as porting—we work closely with your current provider to ensure a smooth process. Sometimes, however, the request may be rejected due to missing or mismatched information. Below are the most common reasons for rejection and how to fix them.

Common Reasons for Port Rejection (and How to Fix Them)

1. Incorrect or Missing Account Number or Portout PIN

  • What it means: The account number or PIN provided doesn’t match your provider’s records.

  • How to fix it:

    • Check your most recent bill or contact your provider to confirm your account number.

    • Retrieve or reset your transfer/port-out PIN from your provider.

    • Update your port request with the correct details by clicking Update Port Request in your email.

2. Name, Company Name, or Address Mismatch / Incorrect Billing Telephone Number (BTN)

  • What it means: The name, company name, service address, or BTN on the request does not exactly match your carrier's records.

  • How to fix it:

    • Provide the exact authorized name, account name, company name, and service address as shown on your carrier's account (match spelling and abbreviations).

    • Provide a copy of your most recent billing statement or request a Customer Service Record (CSR) from your provider.

    • Email your billing statement or CSR to porting@voiply.com.

3. Unauthorized Request (No LOA)

  • What it means: A signed Letter of Authorization (LOA) was not received.

  • How to fix it:

    • Print the LOA form sent by Voiply.

    • Complete, hand sign, scan, and send it back in PDF format to porting@voiply.com.

4. Active Service Required

  • What it means: The number you want to port is inactive or disconnected.

  • How to fix it:

    • Contact your provider to reactivate the number/account.

    • Once reactivated, reply to your porting email or send confirmation to porting@voiply.com so we can resubmit your order.

    • If your provider cannot reactivate the service, we can help you get a new phone number instead. Contact us to review your options.

5. Number Not Portable

  • What it means: The number is not eligible for porting, often due to geographic restrictions or carrier limitations.

  • How to fix it:

    • Contact Voiply Porting or email porting@voiply.com to confirm portability or discuss alternatives (like getting a new number).

6. Pending Orders with Your Current Provider

  • What it means: Your provider has an open request that conflicts with our port request. This could include:

    • A pending feature change or upgrade

    • A disconnect order

    • Another active port request

  • How to fix it:

    • Contact your provider to cancel or complete any pending orders.

    • Reply to your porting email once the pending items are cleared.

7. Missed Port Authentication SMS

  • What it means: You did not respond to your provider’s port authentication SMS in time (usually within 90 minutes).

  • How to fix it:

    • If you received the SMS, respond promptly within the time window.

    • If your phone cannot receive SMS, ask your provider to add a port bypass feature. Once added, let us know so we can resubmit your port order.

8. Business/Residential Type Mismatch

  • What it means: The number is registered as business but was submitted as residential (or vice versa).

  • How to fix it:

    • Confirm the line type with your provider.

    • Provide the company name if it’s a business account.

9. Account Locked or Port Freeze in Place

  • What it means: Your current provider has placed a lock/freeze on your account to prevent unauthorized transfers.

  • How to fix it:

    • Ask your provider to remove the port freeze.

    • Update Voiply once restrictions are lifted so we can resubmit.

Tips for a Smooth Porting Experience

  • Always use a recent bill to verify your account details.

  • Ensure your name, address, account number, and BTN match exactly.

  • Provide a Customer Service Record (CSR) from your current provider whenever possible.

  • Do not cancel your current service until your port is complete.

  • Keep an eye out for SMS or email confirmations during the porting process.

Need Help?

If you’re unsure about any details or need assistance, our team is here to help.
📧 Email: porting@voiply.com
💬 Live Chat: Available through your Voiply account portal

We’ll guide you step by step to ensure your number transfer goes as smoothly as possible.