You can ensure your porting request is accepted by knowing what to ask your current provider and avoiding these common reasons for rejection.
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Preparing for the Porting Process
Before initiating a porting request with CloudTalk, we always recommend getting in touch with your current service provider (SP) to let them know you will be porting out the number. This helps ensure the fastest and smoothest port possible, as your SP will be able to inform you of all the necessary details regarding your number.
Letter of Authorization
CloudTalk will supply a standard porting form called an Letter of Authorization (LOA), which we must send to the current carrier to request the release of your number to us. Your SP should be able to tell you who this carrier is, if they are different entities.
The LOA is how the losing carrier validates that the request is coming from the genuine owner of the number, so the information submitted needs to match with the registration information they have regarding the number.
If the information does not match, the carrier can refuse the port out request, and we will have to resubmit the request, which can significantly prolong the process.
What should I ask my current service provider?
We recommend verifying the following details with your SP:
Whether or not the number is portable. Even if CloudTalk supports porting your number in, the SP or carrier might not allow porting out.
Underlying carrier or range holder. This is the true underlying operator of the number (who may be different from the SP), and this is who we need to make the porting request to directly. If you are moving from another VoIP provider, the SP and underlying carrier will likely be different.
Service address. This is the address that the current carrier has on record connected to your number. It may be different from your company's billing address with the commercial SP.
If you have multiple addresses, or have changed your address during your subscription, the address may not have been updated with the carrier.
Resellers may have the number registered on their own service address, not updating the service address with their carrier based on the end user (you).
A local site address may be needed, if your company is not in the same city as the number.
Authorized user. Most providers will require the LOA to be signed by a specific user connected to the account where the number is hosted, such as the main account holder or administrator.
Account number. Your provider may have a unique account number for you, which should be listed on the LOA.
PIN code or Migration code. Some providers require a specific verification code or PIN to port numbers. For example:
USA wireless numbers usually have a 4-digit PIN.
UK mobile numbers require a PAC code.
French mobile numbers require an RIO code.
Italian numbers each have an individual migration code.
Czech numbers have an OKU code.
Reasons a Port can be Rejected
In addition to mismatched details on the LOA (above list), here are some other reasons a port can be rejected by the losing carrier:
Signature on the LOA is typed. Make sure to use a digital signature pad or insert a digital signature into the form for a recognizable "hand-made" signature. Unless specified by CloudTalk's porting team, a "wet" signature is not needed, but the signature must be able to be validated as coming from the signatory.
Number is on an active contract. Some SP contracts do not allow phone numbers to be ported while a long-term contract is active.
Number is inactive or unavailable. You must have an active account with the losing provider and/or ownership of the numbers you wish to port. We can not make a request for a number you have owned in the past if you no longer have an account with ownership.
Number is part of a larger block. Some numbers belong to a larger range and can only be ported as a whole block, not individually. You can check with your SP if your number is a "single number".
Have more questions? Reach out to our Support team. We're always happy to help!