Common Porting Rejections and How to Prevent Them

Porting your number to Fax.Plus is typically a smooth process. To help everything go as seamlessly as possible, we’ve listed the most common reasons a port request may be rejected - along with simple steps you can take to prevent them. And you’re not on your own - we’re here to support you throughout the process. If you have any questions or receive carrier feedback, share it with us and we’ll help you move forward.

The most common porting rejections are:

• Address/Data Mismatch
• Inactive Number
• Incorrect BTN
• Missing Account Number
• Missing PIN
• Pending Order
• Unauthorized Signature

Address/Data Mismatch

This rejection usually means the information submitted on your Letter of Authorization (LOA) doesn’t match what your current carrier has on file in their Customer Service Record (CSR).

How to prevent it:

• Contact your current carrier and confirm the exact details they have on file (company name, address, etc.).
• If possible, request a copy of your CSR.
• Then complete the LOA using that exact information.
  You can review the LOA steps here: What is the process for number porting with Fax.Plus.

Inactive Number / Pending Order

This rejection usually means the number(s) you requested aren’t currently active with your carrier. In some cases, it can also indicate outstanding charges or an open/pending order on the account.

How to prevent it:

• Confirm with your carrier that the fax number(s) are active and in service.
• Ask whether there are any open orders, pending changes, or unpaid balances that could block the port.

Incorrect Billing Telephone Number (BTN)

This rejection means the Billing Telephone Number (BTN) you provided doesn’t match the BTN on file with your current carrier.

How to prevent it:

• Contact your carrier and confirm the correct BTN associated with the fax number(s).
• Use that exact BTN on the LOA/port request.

Missing Account Number

Some carriers require an account number for porting. This rejection means it’s required but wasn’t included.

How to prevent it:

• Ask your carrier for your CSR or the account number required for porting.
• If your carrier confirms an account number is required, send it to us when requesting your port.

Missing PIN

Some carriers require a PIN for porting. This rejection means it’s required but wasn’t included.

How to prevent it:

• Ask your carrier for your CSR or the PIN required for porting authorization.
• If a PIN is required, send it to us when requesting your port.

Unauthorized Signature

This rejection usually means the LOA was signed by someone who is not authorized to make changes on the carrier account.

How to prevent it:

• Confirm with your carrier who is authorized on the account.
• Have that authorized person sign the LOA - or update the authorized contact first, if needed.

Need help?

The porting process may take up to 2–4 weeks. To help expedite your request, make sure the information on the Letter of Authorization (LOA) you send us exactly matches the details on file with your current provider, as shown in their Customer Service Record (CSR). Our team is always here to help review details and support you throughout the process.

If anything is unclear - or if you receive a rejection and want help interpreting it - our team is here to support you. Share the rejection reason from the carrier (if provided), and we’ll guide you on the next best step.