Port-In Rejections

When submitting a port request, we send the information you provided to your losing provider. If there is a mismatch with what they have on file, they will reject the port. When we notify you of the rejection, we highly recommend that you contact your provider and request a Customer Service Record (CSR) which will have all the necessary information to port your number(s) successfully. Once you're sure that you have all the information you can resubmit the request.

PIN or Passcode 

Some numbers have PINs or passcodes on them to help prevent unauthorized ports. This is either set by you or assigned to you by your carrier. Sometimes it appears on your copy of the bill, but most of the time you will need to contact your carrier to obtain this information.

Account Number

The account number was either not provided or didn’t match the carrier's record. The correct account number is required before carriers can approve the port. You can usually find this information on your copy of your bill.

Service Address

The address submitted does not match the address on your carrier's system. We may attempt to pull a Customer Service Record (CSR) on your behalf to assist in resolving this. If we are unable to, you will need to contact your carrier to obtain this information.

IMPORTANT INFORMATION: Even with a current copy of your bill, the address listed does not mean it is the same as what is on their Customer Service Record (CSR). These are separate documents and the information can differ. Carriers require the Service Address for porting, instead of the Billing Address. The exception to this could be toll-free numbers, as those usually require the billing address.

Company Name

The business name does not match the business name on your carrier’s system. We may attempt to pull a Customer Service Record (CSR) on your behalf to assist in resolving this. If we are unable to, you will need to contact your carrier to obtain this information. 

Authorized Name

The signer of the Letter of Authorization is different from the name on file with your carrier. To resolve this issue, you will need to contact your carrier to obtain the correct name. You may be required to sign an additional Letter of Authorization with the newly obtained name.

IMPORTANT INFORMATION: The reason why you may run into this type of rejection is something like the below scenario. 

“John Doe started the company in 2000. He then moved to another company and Bob took over the company. However, John Doe never changed their record with their carrier to indicate that Bob was the new authorized name. When Bob submits a port request in his name, the carrier rejects it since Bob is not the authorized name.

This usually requires a change on your account. You’ll either show Bob as the new authorized name on the account or have the Letter of Authorization signed by John Doe (the original owner).”

Pending Order

This rejection can mean any of the following with your current carrier:

• Another port request was submitted for the same number.

• A feature is being added or disconnected.

• Information change (i.e., address).

If there are any active orders on your account, porting cannot happen until this is cleared. You will need to contact your current carrier to resolve it. Once cleared, we can resume porting. Please let us know when this is resolved so we can resubmit your request.

Have questions? Contact the porting team by calling (435) 767-0660 or emailing porting@mangovoice.com.