My port was rejected

Transferring your new phone number to a new service provider shouldn’t take a lot of time or trouble. When you’re transferring your number to a new provider, the last thing you want to hear is, “The port was rejected", however, if this happens it is an easy fix, and we are here to help!

Here are the possible Porting Error Messages and what to do:

• The account number provided did not match what the losing carrier has on file. For some carriers, the account number may be the same as the Billing Telephone Number (BTN).
• How to correct: Please verify that your carrier has entered the account number as shown on your Port Out Certificate.

ACCOUNT_NUMBER_REQUIRED

• The account number was not provided but is* required.
• How to correct: Please verify that your carrier has entered the account number as shown on your Port Out Certificate.

AUTH_NAME_MISMATCH

• The authorized username provided did not match what the losing carrier has on file. The names must match exactly, or the carrier will likely reject the port out.
• How to correct: Please verify that your carrier has entered the authorized name as shown on your Port Out Certificate.

BTN_ATN_MISMATCH

• The Billing Telephone Number (BTN) or Account Telephone Number (ATN) did not match what the losing carrier has on file.
• How to correct: Please verify that your carrier has entered the BTN/ATN as shown on your Port Out Certificate.

BUSINESS_NAME_MISMATCH

• The business name or end username provided did not match what the losing carrier has on file.
• How to correct: Please verify that your carrier has entered the correct spelling of the business name as shown on your Port Out Certificate.

DIFFERENT_ACCOUNTS

• One or more phone numbers specified in the port request were part of separate accounts.
• How to correct: Please verify that your carrier has entered the account number as shown on your Port Out Certificate.

DIFFERENT_RATE_CENTERS

• One or more phone numbers specified in the port request were in different rate centers.
• How to correct: Some carriers require that port requests be split into multiple requests by rate center, if this is the case, please submit a support ticket and we will reply the same day to issue separate Port Out Certificates.

FOC_REJECTED

• The FOC date requested was not accepted by the losing carrier.
• How to correct: We do not reject a port request based on the FOC date received by out carrier, please submit a support ticket and we will reply the same day.

ILLEGIBLE_LOA

• The LOA provided was illegible or unreadable.
• How to correct: Please submit a support ticket and we will reply the same day and we will resend your Port Out Certificate.

INVALID_RESELLER

• For Canadian number porting, the reseller specified in the port request did not match what the losing carrier has on file.
• How to correct: Please verify that your carrier has entered the reseller name as shown on your Port Out Certificate.

LOSING_CARRIER_NO_RESPONSE

• How to correct: Please submit a support ticket and we will reply the same day.

OTHER

• An unspecified error condition occurred when trying to validate the port out information.
• How to correct: You will need to ask your carrier what the issue is, we need to know in order to provide assistance. Then submit a support ticket and we will reply the same day.

PASSCODE_PIN_INVALID

• The passcode or pin number provided did not match what the losing carrier has on file.
• How to correct: Please verify that your carrier has entered the PIN as shown on your Port Out Certificate.

PENDING_ORDER

• One or more phone numbers specified in the port request are already in the process of being ported out or have another service change that is pending.
• How to correct: Please submit a support ticket and we will reply the same day. after we verify the status on our portal.

PORTING_MAIN_BTN

• The port request was specified as a partial port out but one of the phone numbers specified in the port request is the Billing Telephone Number (BTN). This would leave one or more stranded numbers on the account without a BTN.
• How to correct: Please ensure your carrier submits a FULL PORT, we do not conduct partial ports.

REQUEST_INCORRECT

• The port request was either incorrectly specified as a partial port out or a full port out.
• How to correct: Please ensure your carrier submits a FULL PORT, we do not conduct partial ports.

SERVICE_ADDRESS_MISMATCH

• The service address specified in the port request did not match what the losing carrier has on file.
• How to correct: Please verify that your carrier has entered the address as shown on your Port Out Certificate.

TN_HAS_SPECIAL_FEATURE

• One of the phone numbers specified in the port request has a special feature that must be removed before the number can be ported.
• How to correct: Please submit a support ticket and we will reply the same day as we do not add special features to our numbers, they are all parked as a VOIP line which are all classified at Wireline/Landline.

TN_MISMATCH

• One of the phone numbers specified in the port request is not on the account specified.
• How to correct: Please verify that your carrier has entered the correct phone number you have purchased.

TN_NOT_PORTABLE

• One of the phone numbers specified in the port request is not portable.
• How to correct: Please submit a support ticket and we will reply the same day as all numbers are portable. We do not stock numbers that can not be ported.

UNSUPPORTED_RATE_CENTER

• One of the phone numbers specified because the rate center is not supported.
• How to correct: Please submit a support ticket and we will reply the same day as this typically happens with rural rate centers where the incumbent carrier has a monopoly.

• The zip or postal code specified in the port request did not match what the losing carrier has on file.
• How to correct: Please verify that your carrier has entered the correct postal code with the space, as indicated on the Port Out Certificate.

For any other rejection code that is not listed here, please open a support ticket and we will reply the same day or call 416-651-HELP or 1-877-416-PORT, you can also email [email protected]