Here's a list of common reasons why a porting request may be rejected.
Unsatisfactory business relationship
This typically means that either you have an unpaid balance or the current carrier charges a port-away fee. To resolve this rejection, you must pay the outstanding balance or fee to your current carrier. Once this is resolved, please get in touch with SecureCo support and we’ll resubmit the port request.
Data mismatch / name mismatch / address mismatch
The information you submitted on your CAF differs from what’s on file with your current carrier in their CSR. The information on the CAF — particularly the authorized user, service address, and postcode — should exactly match the information on the CSR.
To resolve this rejection:
- If the CAF was incorrect, contact SecureCo support to share the new CAF
- If the information on the CAF from your current carrier is incorrect, contact the carrier to correct it. Once the carrier confirms that the correction on their end is complete, contact SecureCo support to resubmit the port request.
Number is inactive
Your numbers must be in service with the losing carrier. To resolve this rejection, contact the losing carrier and reinstate the number. Once the number is reactivated, contact SecureCo support to resubmit the port request.
Unauthorized contact or signature
This means that the person authorized to make changes on the account is not the person who signed the CAF. To resolve this rejection, contact the carrier to update the person authorised to make changes to the account. Once they update your information, contact SecureCo support to resubmit the port request.
Wrong mobile account PIN
You must submit a PIN to port mobile numbers. This issue applies when the PIN provided for a mobile phone number doesn‘t match the one on file with your current carrier. Contact the carrier to obtain the PIN they have on file. Once you have the correct PIN number, contact SecureCo to resubmit the port request.
Incorrect or missing account number
Contact your losing carrier to obtain the account number they have on file. Once you have this information, contact SecureCo to resubmit the port request.
Invalid billing telephone number
A billing telephone number is typically a master number used to identify an account with many phone numbers. To resolve this rejection, contact the losing carrier to obtain the billing telephone number they have on file. Once you have this information, contact SecureCo to resubmit the port request.
Number is unportable
Secure supports porting only in Australia and New Zealand. There’s nothing you can do to resolve this rejection, but there are alternatives: You can buy a new SecureCo number and/or forward calls from your current number to a SecureCo number.
Resold account
The account is managed by a reseller rather than a carrier. To resolve this rejection, contact your reseller and request a CSR along with detailed directions on how to port the number away.
Pending service request
A request may be rejected if another service request is pending with the current carrier. You can request that your current carrier suspend all conflicting service requests so that the new porting request can be processed.
Incorrect service account number
A porting request may be rejected when the account number you submit doesn't match the one on file with your carrier. Contact your carrier to obtain the account number they have on file and resubmit the porting request.
Invalid billing telephone number (BTN)
When the billing telephone number (BTN), a master number used to identify an account, doesn't match the one on file with your current carrier, you may face a delay in porting your number. Ask your current carrier for the BTN on your account.