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. However, sometimes the request can be rejected due to mismatched or missing information.
Common Reasons for Port Rejection
1. Incorrect or Missing Account Number
• What it means: The account number provided does not match what your current
provider has on file.
• How to fix it: Double-check your account number on a recent bill or contact your
provider directly.
2. Incorrect or Missing PIN
• What it means: Some mobile or VoIP providers require a PIN to authorize the
transfer.
• How to fix it: Contact your current provider to retrieve or reset your porting PIN.
3. Name or Address Mismatch
• What it means: The name and/or service address on the port request does not
match your current provider's records.
• How to fix it: Provide the exact authorized user name and service address as
listed on your account (matching spelling, abbreviations, etc.).
4. Unauthorized Request (No LOA)
• What it means: A signed Letter of Authorization (LOA) was not submitted with
the request. This is required for toll-free numbers.
• How to fix it: Complete and return the LOA form provided by Voiply to authorize
the port.
5. Active Service Required
• What it means: The number you're trying to port is currently inactive or
disconnected.
• How to fix it: Contact your provider to reactivate the number before submitting
the port request again.
6. Number Not Portable
• What it means: The number is not eligible for porting, possibly due to geographic
limitations or restrictions by the current carrier.
• How to fix it: Reach out to Voiply Support to confirm number portability or
discuss alternatives.
7. Pending Orders with the Current Provider
• What it means: There are existing pending requests or changes on the account.
This can include:
o An active port request submitted by another provider
o A pending disconnect order
o A pending feature change or upgrade
• How to fix it: Cancel or complete the existing order(s) with your current provider
before resubmitting the port request.
8. Business/Residential Type Mismatch
• What it means: The number is registered as a business line but was submitted as
a residential port, or vice versa.
• How to fix it: Confirm the line type with your provider and provide the company
name if the number is linked to a business account.
9. Incorrect Billing Telephone Number (BTN)
• What it means: The Billing Telephone Number (BTN) used for the port does not
match the one on file with your provider.
• How to fix it: Request the correct BTN from your provider and update your port
request accordingly.
10. Account Locked or Port Freeze in Place
• What it means: A port freeze or lock has been added to your account to prevent
unauthorized number transfers.
• How to fix it: Ask your current provider to remove any porting restrictions before
resubmitting your request.
11. Missed Port Authentication SMS
• What it means: A rejection was received because you did not respond to the
port-out authentication message (usually sent via SMS).
• How to fix it: If you'd like to proceed with the port, please confirm with our team.
You will need to respond to the authorization SMS within the expiration time
when the request is resubmitted.
Tips for a Smooth Porting Experience
• Use a recent bill to verify your account details
• Ensure your name, address, and account number match exactly
• Do not cancel your current service until the port is complete
If you’re unsure about any details or need help with your port request, our team is here
to help. Contact us via Live Chat or email support@voiply.com.