Porting Rejection Code and Resolution Guide

PIN/Passcode Required or Invalid

All wireless carriers, as well as some other carriers, require a PIN/passcode in order to authenticate and approve a port request.

This information can only be obtained by the actual customer of record.  It is sometimes listed on the invoice or customer service record but if not, the customer will need to contact their existing carrier to obtain this information.

Invalid Authorization Name

The person that signed the LOA and/or was listed as the authorized name on the port request does not match the records of the existing carrier.

This information can only be obtained by the actual customer of record.  The customer will need to contact their existing carrier and request who is the person on file to authorized number port outs.

Pending Order

The losing carrier is not billing the company listed on the LOA.
The correct company name needs to be added to the LOA.

If the customer is unaware of what the order could be, they must contact their existing carrier to resolve the issue.  Keep in mind, this could be an order that may be completed but stuck due to a system issue with the existing carrier.  Once the pending order is complete, the port request can be resubmitted.

Invalid Account Number

The account number provided on the order does not match what is on file with the existing carrier.

The customer must confirm what the correct account number is with their existing carrier.  This is typically listed on the invoice and/or a customer service record.

Address Mismatch

The address submitted on the order does not match the address that is on file with the existing carrier.  Please note, most carriers require the service address to be on the order and not the billing address if they are different.

The Dialpad porting team will try to pull a customer service record in an attempt to resolve this rejection.  If unsuccessful, the customer should obtain a copy of their customer service record from their existing carrier and/or confirm the correct service address that is on file for the porting number(s).

TN not found on Account

One more more TN’s on the port request are not listed under the same customer account with their existing carrier.

The customer will need to reach out to confirm all numbers they are trying to port are on the same account with their existing carrier.  Obtaining a copy of the customer service record can help verify this as well.

TN Disconnected

The telephone number or the account is considered disconnected or inactive.  This can mean that the number is inactive and ringing to a disconnect recording, or that the number is in a status with the existing carrier that indicates that it’s inactive.  Please note, a telephone number can be ringing active but still be listed as disconnected/inactive on the account with the existing carrier.

The customer account and telephone number(s) must be active to port.  The customer will need to reach out to their existing carrier to re-activate the service and then the port request can be resubmitted.

TN Not Portable

The telephone numbers(s) are in a non-portable status with the existing carrier.  Typically this is due to a system issue with the existing carrier.

The customer will need to reach out to their existing carrier in order to get the issue corrected.

Name Mismatch

The business name on the port order does not match what is on file with the existing carrier.

The Dialpad porting team will try to pull a customer service record in an attempt to resolve this rejection.  The customer should obtain a copy of their customer service record from their existing carrier and/or confirm the correct business name that is on file for the porting number(s).

Carrier/LSP Freeze

The existing carrier has a freeze on the customer account that prevents the number(s) from porting as well as other account changes.

The customer will need to reach out to their existing carrier to have the freeze removed.  They should be provided with a confirmation number that is beneficial to assist with any disputes when resubmitting the port request.

BTN Mismatch

The billing telephone number that was provided on the order does not match what is on file with the existing carrier. 

 While sometimes this number is listed as the account number on the invoice or the main line for the customer, this is not always the case.

The Dialpad porting team typically will be unable to pull a customer service record if we do not have the correct BTN.  The customer will need to reach out to their existing carrier to obtain a copy of the customer service record and/or confirm the correct BTN that is listed for the porting number(s).  

Partial Port/Address Remaining Services

This indicates that there are remaining services on the customer account with their existing carrier that are not on the port request.  The existing carrier in this case is requesting what the customer would like to do with them once the port completes.  These services could be additional telephone numbers, a data service, PRI, etc.

The customer will need to confirm what they would like to do with the remaining services that are being left behind.  The Dialpad porting team will attempt to obtain what the remaining services are but if unsuccessful, the customer will need to contact their existing carrier to confirm and see what options they might have to proceed with the port request. 

It is important to note that not all carriers allow customers to leave some services active once a number port completes and instead requires the customer to port everything or disconnect the remaining services that are being left behind.  This needs worked out between the existing carrier and the customer of record.

All Data Mismatch

The business name, service address, and authorized signature all do not match what the existing carrier has on file.

*This rejection is more common with toll free ports.

As the Dialpad porting team is unable to resolve an unauthorized port rejection, the customer will need to contact their existing carrier to confirm the correct information and authorized contact for their account.  A customer service record will help confirm the correct name and address to use as well.

For toll free ports, an itemized invoice that is less than 30 days ,and includes the toll free number(s) on it, can also be helpful in resolving this rejection.