The rejections for mismatch information always come from the losing carrier. There is no reason why the losing carrier would reject any order unless some information is missing or incorrect.
There are many different reasons for rejections and the most common ones are :
- Name and Address Mismatch
Please ensure you provide the correct name and address that matches the losing carrier records.
- Stranded Service
The existing provider will reject a port request when the number to be ported is a pilot number. Porting a pilot number would disable services of the number group for which it is a pilot.
- Pending Order
This rejection is for pending orders on your account with your existing phone provider. This could include feature changes or disconnect orders that you may have with your existing phone provider. To resolve this rejection, you will need to contact them, determine what the pending order is and decide either to complete or cancel the order. Once this has been done, you will need to let us know.
- More Recent Authorization
Sometimes, the port request is confirmed to be ported on a specific date then we receive a rejection for more recent authorization.
It means that the losing carrier received a more recent date of authorization than ours to port this number or that the customer contacted the losing carrier to cancel this request. In this case, if you would like to port your number to Cloudli, you will need to provide us with a new letter of authorization.
- Incorrect Billing Telephone Number (BTN)
The Billing Telephone Number (BTN) is the main telephone number listed on your account. You have to contact your existing phone provider to get the correct BTN or if possible, request a Customer Service Record (CSR), which lists the BTN.
- Disconnected Number
The number must be always active during the porting process. You will need to reach out to the losing carrier to reactivate your number to be able to port it.
- Authorization Name
The person who signs the letter of authorization must be authorized with the existing provider. Once it is rejected, the customer has to contact the existing provider to resolve this rejection.