Port stuck on pending

[ChloedoesIT]

Hi ya'll!  

We submitted a number port request that was rejected by  our current carrier, but is stuck as "pending" in the zoom portal. Ideallly, we could delete that port request and attempt again with different port details, but the delete button is grayed out. Anyone aware of a solution for this issue? 

[Eliot]

Hi @ChloedoesIT 

Please see Common issues and questions for porting.  How to resolve the issue depends on the nature of the issue.

Address mismatch

The address submitted on the order does not match the address on the losing provider's Records. Most providers will require the service/physical address to be presented on the order, rather than the billing address.

Some countries in Europe and Asia require an address that matches the geographic area code of the porting numbers. Without this, the port request will be rejected and cause a delay.

Resolution: Zoom and its partner carriers will attempt to pull a record to resolve the mismatch. If they cannot obtain the records, you will need to obtain the correct information from the provider.

For porting in EMEA and APAC, you will need to contact your current phone provider to find out the correct address for your numbers.

Account number missing or invalid

Account Number Required: The provider requires the account number before approving the port. This generally assists in the verification process to prevent unauthorized ports. The account number is usually different than the account telephone number (ATN) / or billing telephone number (BTN) and is usually found on the bill. This is most common for mobile numbers.

Account Number Invalid: This means that the account number provided on the order does not match what the provider has on file. See the above topic for information on the account number.

Resolution: You need to obtain the correct account number, send it to us, and we will resubmit. This can usually be found on the bill.

Disconnected

The phone number or the account holding the phone number is disconnected, inactive, or suspended. Sometimes this means that the phone number itself is inactive (rings to a disconnect recording), or that the number is in a status with the provider that indicates an inactive account.

Resolution: All phone numbers need to be active to port. You may need to contact your service provider to re-establish the phone service.

Incorrect billing telephone number (BTN)

In the US and Canada, when we submit a port request to a provider, we give the BTN/ATN to the provider that was populated on the order. The provider will take that BTN and search for the corresponding customer record to obtain all the account details to approve the port request. If the BTN provided on the order does not allow the provider to pull up the account records, they will reject it back to us indicating the BTN is incorrect.

Resolution: Unfortunately, pulling a customer record on an incorrect BTN can prove difficult as providers often use that as a way of searching for your account. You will need to contact your service provider to obtain the correct BTN.

In EMEA and APAC countries, you will need to ask your current phone service provider for the correct BTN (or Main Billing Number) for your porting telephone numbers.

Name mismatch

The business or residential name on the order does not match that of the provider's customer records.

Resolution: Our partners will attempt to pull a copy of your records in hopes of resolving the mismatch. If our partners cannot obtain your records, you will need to obtain the correct information from your service provider.

Partial port/migration indicator

Partial port indicates that there are more numbers on the account than you may have initially provided to port. We need to know what those numbers are and what you would like to do with them.

The migration indicator is the setting on the port request that tells us if you are requesting a full port or partial port.

Both settings indicate an incorrect setting with the type of request. For example:

• a partial port, but it is a full port; or
• a full port was requested, but you are leaving numbers behind, thus it should be a partial port.

Resolution: The request must be updated to a partial/full port, depending on the rejection. If you plan on leaving numbers behind with your service provider, but you are porting the BTN (the main number on the account), you need to provide a new BTN to keep the account intact with the provider. The new BTN needs to be a number that already exists on the same account. We can talk you through this if you were to face this issue.

Partial order commit failure

This is an error you may see when first submitting your request. To fix the error, please update your BTN (Billing Telephone Number) field to reflect one of the numbers you are looking to port. Once updated, you should be able to submit with no issues.

Passcode/PIN required or invalid

Some providers require a PIN or passcode to authenticate and approve the port request:

• Passcode/PIN required: Indicates that a passcode/PIN was not provided on the order and needs to be.
• Passcode/PIN invalid: Indicates that the passcode/PIN supplied on the order is not correct, according to the provider's records.

Resolution: Unfortunately, we, nor our porting partners can obtain this information. Obtaining/setting up the PIN can only be done by an authorized user on the account. This is required by all mobile providers, and it is best practice to contact your mobile provider and update your account PIN instead of asking the current.

Pending order

A pending order can be another port request that has been submitted with the same number; a feature added or disconnected, or an address change. If there is an active order on the account, it will prevent your numbers from porting. Even if you only requested a name change or billing address change, they all contribute to a pending order rejection. This could also mean that one or more numbers are being ported on separate orders.

Resolution: If you are not sure what the pending order is, you will need to contact your service provider to resolve the issue. Sometimes a simple change is delayed in a queue on the provider's side and never completed. Once resolved, we can resubmit the order.

Lock or freeze

A porting application may be rejected because your service provider placed a freeze on your account or phone number.

Resolution: Contact your service provider to remove the lock or freeze.

Copy of the bill is required

You did not attach a copy of your bill to the porting request, or your bill is outdated.

Resolution: Upload a copy of your bill that is dated within the last 45 days.

Authorized name mismatch

Your order may be rejected because the person listed on the request is not authorized to make account changes with your provider.

Resolution: Contact your provider and validate the person in their system that is authorized to make changes.

Common issues and questions for porting

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061279

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks, eliot