Why was my port request rejected?

Reasons for Port Request Rejection

While most numbers are portable, there are certain common reasons why a port request may be initially rejected by the carrier losing the numbers. In almost all cases, the rightful owner of the phone number can resolve the issues that lead to initial port request rejections, allowing the porting process to move forward.

To ensure a smooth porting process and minimize the risk of rejection, it is important to make sure that the information provided by you matches exactly with what your current carrier has on file. Verifying this information beforehand with your current carrier is highly recommended. The most effective way to minimize the likelihood of port rejection is to acquire a Customer Service Record (CSR) from your current carrier.

A Customer Service Record (CSR) is the document of proof for a given phone number. Therefore, submitting a CSR with your initial port request and ensuring the information on your LOA matches the CSR significantly increases the chances of a smooth porting process. To ensure that your port request goes through as quickly as possible, you should provide a CSR with your port request whenever possible. While providing a CSR may require a little extra effort on the front end, it will likely save you time in the long run.

Let's have a look at some of common reasons for a port request rejection

Data Mismatch

In most cases, porting process requires submitting a Letter of Authorization (LOA) or Customer Authorization Agent Appointment (CAAA) form. If the information submitted on these forms is different from the CSR with your carrier, the port request will be rejected. In order to ensure a port request’s likely success, the information on the Letter of Authorization (LOA) – particularly the authorized user, service address, and zip code – should exactly match the information on the CSR.

Resolution: To resolve this rejection, contact the carrier to update your information. You may need to talk to your carrier's porting team to get a copy of the CSR for your account. Once they update your information, send us an email and we will resubmit the port request. Alternatively, send us a new LOA with the correct information.

Inactive number

In order to port a phone number to a new carrier, it must be currently active and in service with the existing provider. The porting process requires the number to be associated with an active account in order to transfer it to a new carrier.

Resolution: Contact the losing carrier to reactivate or reinstate the number. After the number is activated, let us know and we'll resubmit the port request.

Invalid/Wrong Account PIN

PIN information is required to port a wireless number. Please note that the PIN is sometimes the last four digits of the account holder’s Social Security Number.

Resolution: Contact your carrier to obtain the PIN number they have on file to resolve such rejection.

Incorrect/Missing Account Number

An account number is a unique identifier assigned to you by your phone number provider. Most VoIP phone number providers are a reseller and they have different account number than the original. Any mismatch in the account number can lead to the rejection of the port request.

Resolution: To resolve this rejection, contact your losing carrier to obtain the account number they have on file. Once you have this information send us an email and we will resubmit the port request.

Unsettled Outstanding fee with your current carrier

This is usually an unpaid amount that you owe to your current carrier. This could be unpaid bills or port away charges.

Resolution: To resolve this rejection, clear all the outstanding amount to your current carrier. Once your account is cleared, you can proceed with porting your number.

Unsupported Rate Center

A rate center is a geographical area used by a Local Exchange Carrier (LEC) to organize the boundaries for local calling, billing and assigning of phone numbers. Regrettably, there are some regions from which KrispCall's carrier can't port the phone numbers.

Resolution: Since KrispCall's carrier has no coverage in such area, there is no definite resolution. Few alternatives could be buying a new KrispCall number or forwarding calls from your current number to a KrispCall number.

Unauthorized Signature

This means that the person authorized to make changes on the account is not the person who signed the Letter of Authorization (LOA).

Resolution: Contact the carrier to update the person authorized to make changes on the account.

Locked Google Voice Account

Google Voice numbers are locked by default to prevent unauthorized porting. If you are porting a Google Voice number, you must unlock it before they can be ported out.

Resolution: To unlock the number, visit this link: www.google.com/voice/unlock Once you have unlocked your number send us an email and we will resubmit the port request.

Updated on: 04/12/2024

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