Support Center

Why Was My Porting Request Denied?

While number porting is a common activity that is generally completed within 15 business days (although some requests can take up to 60 business days), some requests are denied.

The most common reasons for denial are:

  • Number not active: The phone number must be active with the customer’s previous service provider for the port to be successful.
  • Name/Address mismatch: The name and address must match what’s in the records of the previous service provider.
  • No PIN/account number: For wireless numbers, the account number and PIN associated with the account are required for porting approval.
  • Rate Center Not Supported: In some rare cases, a phone number may not be available within a certain geographical area.
  • No account number/password: For some providers, the account number and password are required for porting to be completed.

Here are some common reasons for rejection by provider and how to resolve them.

8×8 – 8×8 locks their numbers with a PIN. In order to move forward, contact 8×8 and request the CSR and PIN associated with the number porting.

Comcast – Comcast requires the end user to provide their account number. This can be located on your Comcast invoice.

Dialpad – A PIN must be generated to port out your number. Please follow the instructions provided by Dialpad.

eFax – Please review your contract with eFax. Their terms state that a customer is allowed to port out only if they are ported in. You may also be subject to a fee. If an attempt is made to port out a number that isn’t allowed to be ported, customer is subject to a large fee. If PIN/LOA is required, we will work to resolve this, but please expect delays.

GoDaddy – GoDaddy requires unlocking your number to port out. Follow the instructions provided by GoDaddy.

Google Voice – Google Voice requires their end user’s to unlock their number prior to porting out. You can unlock your number at the following link: https://www.google.com/voice/b/0/unlock?pli=1. If there are no numbers to unlock, make sure customer is only logged in to the specific Google account and not multiple accounts.

Google Voice via G-Suite – In order to obtain PIN, follow instructions provided by Google.

Grasshopper – In most cases, Grasshopper utilizes a 3rd party carrier which requires their reseller information for a successful port. Contact Grasshopper to obtain a Customer Service Record (CSR).

iPlum – In order to port out from iPlum, you will need to unlock information. Please follow the instructions provided by iPlum.

Magic Jack – In order to port your Magic Jack number, you’ll need to provide an account number and the account password. The account number is located on the home page of your account and the account password is the password used to log in to your account.

Metrofax – Please review your contract with MetroFax. Their terms state that a customer is allowed to port out only if they are ported in. You may also be subject to a fee. If an attempt is made to port out a number that isn’t allowed to be ported, customer is subject to a large fee. If PIN/LOA is required, we will work to resolve this, but please expect delays.

MyFax – Please review your contract with MyFax. Their terms state that a customer is allowed to port out only if they are ported in. You may also be subject to a fee. If an attempt is made to port out a number that isn’t allowed to be ported, customer is subject to a large fee. If PIN/LOA is required, we will work to resolve this, but please expect delays.

Nextiva -Nextiva may have different information in the backend required to port out your number. Please request a CSR directly from Nextiva to ensure the correct information is submitted. You can request a CSR by following the instructions here.

NumberBarn – When you activate your number with NumberBarn, they will provide you with the account number and PIN. Screenshot this information and upload to your port request, as this can serve as proof of ownership.

Onebox – Please review your contract with OneBox. Their terms state that a customer is allowed to port out only if they are ported in. You may also be subject to a fee. If an attempt is made to port out a number that isn’t allowed to be ported, customer is subject to a large fee. If PIN/LOA is required, we will work to resolve this, but please expect delays.

Sideline – Sideline requires their end user to go through a process to unlock the account number and PIN associated with their number. Follow instructions provided by Sideline.

Tracfone – The account number is either your device’s MEID/IMEI serial number and the PIN can be 0000. For more information, please follow instructions here.

Verizon Business – Please reach out to your provider and request a Customer Service Record. If this is unattainable, we will attempt to request a CSR on your behalf, but there may be a delay.

Wireless Providers (AT&T, MetroPCS, Verizon, Sprint, T-Mobile, etc) – All wireless providers require account number and PIN to validate a port out. The account number is usually located on your recent invoice. Your account PIN is typically the 4-digit number that you set when signing up with your other provider.

Time Warner Cable – Time Warner Cable requires the end user to provide their account number. This can be located on your Time Warner Cable invoice.

If you need further assistance, please contact Support

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