A port request is very dependent on your service provider. If your request is rejected, Zoom will notify you of the unsuccessful porting request.
Note: To resolve a port rejection, you may need to contact your current carrier.
Learn more about best practices when porting numbers.
The address submitted on the order does not match the address on the losing provider's records. Most providers will require the service/physical address to be presented on the order, rather than the billing address.
Some countries in Europe and Asia require an address that matches the geographic area code of the porting numbers. Without this, the port request will be rejected and cause a delay.
Resolution: Please contact your current provider to confirm the correct address on file. If you believe the information is accurate, please request a CSR (Customer Service Record) from your provider and share it with us.
For porting in EMEA and APAC, you will need to contact your current phone provider to find out the correct address for your numbers.
Your order may be rejected because the person listed on the request is not authorized to make account changes with your provider.
Resolution: Contact your provider and validate the person in their system who is authorized to make changes.
The business or residential name on the order does not match that of the provider's customer records.
Resolution: Please contact your current provider to confirm the correct Company Name on file. If you believe the information is accurate, please request a Customer Service Record (CSR) from your provider and share it with us.
You did not attach a copy of your bill to the porting request, or your bill is outdated.
Resolution: Share with us the most recent invoice from your current service provider (30 days or less).
The phone number or the account holding the phone number is disconnected, inactive, or suspended. Sometimes this means that the phone number itself is inactive (rings to a disconnect recording), or that the number is in a status with the provider that indicates an inactive account.
Resolution: All phone numbers must be active to port because disconnected numbers cannot be ported. You may need to contact your service provider to re-establish the phone service.
In the US and Canada, when we submit a port request to a provider, we give the billing telephone number (BTN)/account telephone number (ATN) to the provider that was populated on the order. The provider will take that BTN and search for the corresponding customer record to obtain all the account details to approve the port request. If the BTN provided on the order does not allow the provider to pull up the account records, they will reject it back to us, indicating the BTN is incorrect.
Resolution: Unfortunately, pulling a customer record on an incorrect BTN can prove difficult, as providers often use that as a way of searching for your account. You will need to contact your service provider to obtain the correct BTN.
In EMEA and APAC countries, you will need to ask your current phone service provider for the correct BTN (or main billing number) for your porting telephone numbers.
This means that the account number provided on the order does not match what the provider has on file, or the provider requires the account number before approving the port. This generally assists in the verification process to prevent unauthorized ports. This can usually be found on the bill.
Resolution: You need to obtain the correct account number on file with your provider. The account number is usually different than the account telephone number (ATN)/or billing telephone number (BTN) and is usually found on the current invoice with your provider.
Some providers require a PIN or passcode to authenticate and approve the port request. This is required by all mobile providers.
Resolution: For security reasons, obtaining/setting up the PIN can only be done by an authorized user on the account. Contact your provider for assistance in setting up or retrieving your PIN.
A port request may be rejected because your service provider placed a freeze on your account or phone number.
Resolution: Contact your service provider to remove the lock or freeze.
One or more numbers on the request cannot be found or do not exist on the account provided at submission.
Resolution: Engage with your provider and request a Customer Service Record (CSR) for your account.
A partial port means there are additional numbers on the account beyond those you initially submitted for porting. We need to identify those numbers and confirm how you’d like to handle them. The migration indicator on the port request specifies whether you’re requesting a full or partial port. For example:
• A partial port, but it is a full port; or
• A full port was requested, but you are leaving numbers behind; it should be a partial port.
Resolution: The request must be updated to a partial or full port, depending on the type of rejection. If you plan to leave numbers with your current provider but are porting the BTN (the main number on the account), you’ll need to designate a new BTN to keep the account active. The new BTN must be an existing number on the same account. We can guide you through this process if you encounter this situation.
A pending order can result from another port request submitted with the same number, a feature being added or disconnected, or an address change. Any active order on the account will prevent your numbers from porting. Even simple requests, such as a name or billing address change, can trigger a pending order rejection. This issue may also occur if one or more numbers are being ported through separate orders.
Resolution: Zoom will automatically resubmit your request in a few days to allow time for the pending work to be completed. However, if the rejection persists, you will need to contact your service provider to resolve the issue before the order can be resubmitted.