Why a port was rejected

A rejected number transfer almost always means a detail did not match your current provider's records: the account number, the PIN, the service address or the name. Open the request, fix the field it points to, and resubmit. Keep your current service active until the move is complete.

Go to: Open Bring your number (https://your-business.nysroc.com/phone/port)

Steps

1. Open Phone > Bring your number and select the request marked Needs your attention. It shows what happened and how to fix it.
2. Fix the details it points to (see the common reasons below), then sign the letter of authorization again if you changed the name, provider, account number, address or numbers.
3. Select Fix and resubmit. The request goes back to your current provider; your temporary number keeps working the whole time.

Common reasons and fixes

• Account number did not match: copy the account number exactly as it appears on your bill (not the invoice number). Mobile and internet phone accounts often use a different account number from the one on the first page; ask your current provider if unsure.
• PIN or passcode did not match: ask your current provider for your port-out PIN (some call it a transfer PIN or passcode) and enter it again. Never share it in chat or email.
• Service address did not match: enter the service address exactly as on the bill, with the unit number and postal code.
• Name did not match: use the business or account holder name exactly as on the bill, and the name of a person authorized on that account.
• Number not on this account: every number in one request must be on the same account. Numbers on different accounts need separate requests.
• Bill unreadable: upload a clear, complete copy of a recent bill.
• Hold on the account: ask your current provider to remove the hold (for example a pending order or a port freeze), then resubmit.

Do not cancel your current phone service while you fix the request. Moving a number usually takes a few business days; your carrier sets the date.