Port Rejection Reasons & Resolutions

If your port request is rejected, our Porting Team will notify you via email with the rejection details and next steps. Below is a list of common port rejections and how to resolve each one.

Understanding Porting & Carrier Records

Many providers use underlying carriers to host their numbers. Port requests are processed through these carriers. To dispute a rejection, you may need to provide:

• A full bill copy (all pages), dated within the last 30 days, listing all numbers being ported.
  
  AND/OR
  
  
• A Customer Service Record (CSR) from the current carrier.

Common Port Rejections & How to Resolve Them

• Invalid Account Number

• Cause: The account number provided does not match the losing carrier’s records.

• Resolution: Contact your current provider to confirm the correct account number. Then, reply to our email with the updated information. If you believe the account number provided is correct, we can attempt a dispute with a full bill copy. 

• Invalid Account Name

• Cause: The company name or end-user name on the LOA does not match the carrier’s records.

• Resolution: Confirm the correct account name with your provider. Then log into PorterIQ and "edit and resubmit" the port with the corrected information.

• Invalid Service Address / Zip Code

• Cause: The address on the LOA does not match the carrier’s records.

• Resolution: Verify the correct service address with your provider. Then log into PorterIQ and "edit and resubmit" the port with the corrected information.

  • Note: The address must be a physical address. Cannot be a PO BOX.

• If you believe the service address provided is correct, we can attempt a dispute with a full bill copy. 

• Invalid Authorization Name

• Cause: The signatory on the LOA is not listed as the primary authorized user on the account.

• Resolution: Confirm the authorized user with your provider. Then log into PorterIQ and "edit and resubmit" the port with the corrected information.

• Invalid PIN

• Cause: Wireless providers, as well as a few other non-wireless providers, require a PIN to transfer numbers.

• Resolution:

  • Verizon & AT&T: Dial #PORT from your mobile device and follow the instructions to obtain your porting PIN.

  • Other Providers: Contact your provider to obtain your porting PIN.

    • The porting PIN is typically different from the account PIN.

  • Log into PorterIQ and "edit and resubmit" the port with the corrected PIN.

• Invalid BTN (Billing Telephone Number) / TN Disconnected / TN Inactive

• Cause: Numbers may be inactive, disconnected, or on separate accounts.

• Resolution: Ensure all numbers are active on the same account and ring to a destination. A full bill copy showing all numbers on the same account can be used to dispute this type of rejection.

• If numbers are on separate accounts, one LOA per account will be required.

• Partial Port / Remaining Services on Account

• Cause: Not all services/numbers are porting from the account.

• Resolution: Open a "Get help" ticket in PorterIQ with the following information:

  • A list of all numbers/services on the account and indicate which will remain active or be disconnected.

  • If the current BTN is porting, provide a new BTN that will remain on the losing account.

• Pending Order

• Cause: Another open order exists on the number(s). This can be any type of change order on any numbers porting. Nextiva does not have visibility into said pending order.

• Resolution: Contact your provider to identify and close the open order. Allow 1 business day for systems to update before resubmission. 
  
  

  • Once the pending order is closed, please "edit and resubmit" your port order in your PorterIQ portal.

• Freeze on Number

• Cause: A freeze prevents unauthorized ports (common with Google Voice).

• Resolution:

  • Google Voice: Pay the unlock fee via your customer portal.

  • Other Providers: Contact them to remove the freeze.

  • Once the freeze is removed, please "edit and resubmit" your port order in your PorterIQ portal.

• All Data Mismatch (Mainly received on Toll-Free Numbers)

• Cause: Multiple pieces of LOA data do not match the carrier’s records.

• Resolution: Request a CSR from your provider. Then log into PorterIQ and "edit and resubmit" the port with the corrected information.

• TN Not Portable

• Cause #1: There is already an existing port request for the listed numbers

  • Duplicate requests cannot be submitted

• Resolution: The original request will need to be located. Click on "edit and resubmit" to correct the information listed for the numbers

• Cause #2: Nextiva’s carriers do not have service in the area of origin (rate centre) of your number(s).

  • The rate centre is determined by the area code plus the first 3 digits of your number. This cannot be changed.

• Resolution: Unfortunately, this number cannot be ported at this time. Coverage may change in the future, but no timeframe is available.

Need Help?

If you receive a rejection notice and need assistance, please open a "Get Help" ticket in your PorterIQ portal. Our Porting Team is here to help guide you through the process.