Phone number not transferring (porting) to new carrier

Symptoms

• Port request stuck 'in progress' for days
• New SIM activates but keeps the temporary number instead of your old one
• Old carrier still shows the line as active
• Port request rejected with an error about account details

Likely causes

• CommonAccount information mismatch between old and new carrierName, address, account number, or PIN must match exactly what the old carrier has on file.
• CommonOld account has an outstanding balance or contract restrictionSome carriers block porting until a final bill is settled or a contract ends.
• CommonPort request submitted with the wrong account PIN or ZIP codeThese security details are required and easy to get wrong from memory.
• PossibleOld line was already deactivated before the port completedCanceling service too early can block or complicate an active port.
• PossibleCarrier system delay or backlogPorting has a standard multi-hour to multi-day window and can occasionally take longer.

What to do

1. Confirm your old carrier account number, PIN, and billing ZIP code exactly match what's on file, since a mismatch is the most common cause of a stuck port.
2. Do not cancel your old service before the port completes; let the port process close out the old line automatically.
3. Contact your new carrier's support to check the port request status and correct any mismatched details.
4. Pay off or resolve any outstanding balance on the old account if that's flagged as the blocker.
5. Be patient through the standard porting window, typically a few hours to 1–2 business days, before escalating.
6. If stuck for multiple days, contact both the old and new carrier, since either side can be holding up the request.

When to call a pro

If the port is stuck beyond a couple of business days, escalate with your new carrier's support and ask them to directly contact the losing carrier to clear the block.

Safety