Why was my port rejected?

Why a port request gets rejected and how to fix it, from name or address mismatches to locked numbers and partial ports. Plus what an LOA and a CSR are.

Most rejected ports have one cause: a detail in the request doesn't match your current provider's records, like a shortened business name, an old address or the wrong account number. Something on the account, like a lock, can also stop the move. Tonet shows the reason on the Port a Number tab and emails it to you. Fix it, then click Edit and resubmit.

Where to see why

Go to Manage › Phones and open the Port a Number tab. Owners, managers and administrators can open it.

Status	What to do
Not approved	Read the Reason for rejection box. Fix what it says, then click Edit and resubmit.
More information needed	Tonet needs something before the port can go ahead. Read it under What we need, or in the message from Tonet support under Messages. Type your answer in Your reply, attach a file if asked, and click Send reply. The request goes back to In progress.

Tonet also emails the address in E-mail address on your request: "Your number porting request was not approved", with the reason, or "Tonet needs something for your number porting request".

Common reasons and how to fix them

Reason	How to fix it
The name doesn't match. The account holder or business name differs from your provider's records, even slightly.	Copy the name exactly as your provider has it. A shortened business name counts as a mismatch.
The address doesn't match.	Use the service address your provider has on file. It can differ from your billing address and from your Tonet address.
Wrong account number.	Copy it from your bill or online account. For a mobile number, it's often different from the phone number.
Wrong or expired PIN.	Get a new transfer PIN from your provider and send it to Tonet. Some expire fast: AT&T's personal PINs after 4 days, Verizon's after 7.
The number is locked. Your provider has a lock or freeze on it.	Turn it off: Number Lock at Verizon, Wireless Account Lock at AT&T, Port Out Protection at T-Mobile. A Google Voice number must be unlocked. Then resubmit.
A pending order. Another order is open on the account: another port, a change of name or address, a plan change, or a feature added or removed.	Ask your provider to finish or cancel that order, and when it will be done. Resubmit after that.
Partial port. You're moving some of the account's numbers, and your provider wants to know what happens to the rest.	In your reply, or under Additional information when you resubmit, list every number on the account. Say whether the ones you're not moving stay active with your provider or get disconnected.
The number isn't active. It was disconnected, or has a disconnect order.	Ask your provider to turn it back on. Keep your service until the port completes.
A number isn't on that account.	Check each number against your bill. Remove any that belong to a different account.
The person who signed isn't authorized.	The account holder, or someone your provider lists as authorized on the account, must be named in the form and sign it.
The bill is missing or old.	Attach your latest bill showing the numbers.
A line feature is on, like a hunt group, Centrex or distinctive ring.	Ask your provider to remove it, then resubmit.
You owe your provider money ("unsatisfactory business relationship").	Pay the balance, then resubmit. The FCC says a provider can't refuse to port your number because you owe it money, so you can also ask it to release the number. You still owe the balance.
The number can't be ported.	Rarely, a number can't move: Tonet's carrier partners may not cover its area, or a rural landline provider may be exempt from porting. You can buy a new number instead.

Not sure what your provider has on file? Ask it for your Customer Service Record (CSR).

Fix a rejected port and resubmit

Go to Manage › Phones and open the Port a Number tab.
Read the Reason for rejection.
Click Edit and resubmit.
Correct the details. If you need to, attach a new file under Proof the numbers are yours.
Sign in the box again and type your name in Print your full name. The signature box starts empty each time.
Click Submit porting request. The request goes back to Submitted.

Need to send a new PIN while your request is Submitted or In progress? Email support@tonet.ai.

When the form won't submit

If something is missing, Tonet doesn't send the request. It lists what to fix under Fix these before submitting:

Message	What to do
Organization is required. (or another field)	Fill in that field.
List at least one phone number to port.	Add a number under Numbers to port.
“…” doesn’t look like a US phone number. Use 10 digits, or 11 with the leading 1.	Fix the number.
The same number is listed more than once.	Remove the extra row.
Choose landline, toll free or wireless/VoIP for every number.	Pick a Type for each number.
Account number is required for wireless and VoIP numbers.	Enter the account number from your bill.
Account PIN or passcode is required for wireless and VoIP numbers.	Enter the transfer PIN from your provider.
Attach a recent bill, a purchase receipt or a screenshot of your account.	Click Attach a file.
Sign in the signature box.	Sign with your mouse or finger.

The Submit porting request button turns on once you type your name in Print your full name.

What is a Letter of Authorization (LOA)?

A Letter of Authorization (LOA) is your signed permission for the new provider to move your numbers. It names the account holder, the address and the numbers. Your current provider checks it against its own records, so the name and address must match them exactly. It must be signed by the account holder or someone authorized on the account.

You don't write one for Tonet. Tonet builds your LOA from the port form: the Authorization text you read, your details, your signature and your printed name. After you submit, Tonet emails you a copy of the letter you signed.

What is a Customer Service Record (CSR)?

A Customer Service Record (CSR) is your current provider's record of your account: the name, address and numbers it has on file. Your port is checked against it. It can differ from your bill.

To get it:

Contact your current provider. You may need to ask for its porting team.
Ask for your Customer Service Record, not just a copy of your bill.
Copy your details from the CSR into the port form. You can attach it with your bill under Proof the numbers are yours.

Grasshopper sends your CSR when you ask its support team. See Move your number from Grasshopper.

Next steps

Port a Number: the form, step by step.
Moving from a named carrier: Verizon, AT&T, T-Mobile, Google Voice, Grasshopper, RingCentral.
How porting to Tonet works: Keep your business number.
Still stuck? Email support@tonet.ai with the number you're moving.