We aim to process your transfer request seamlessly. However, there are factors that might affect the process, causing it to fail.
Here are possible reasons:
1. Information Mismatch:
It's important to know if your existing number that you are porting in is prepaid or postpaid. If you are unsure, you may contact your previous provider to verify.
For prepaid, you need to provide the correct name of your losing service provider and the old SIM serial number, which is located at the back of the SIM card. Usually it's 16–19 digits and starts with 64 or 89.
For postpaid, you need to provide the correct name of your losing service provider, your account number, and the exact name on your account.
2. Pending order or scheduled termination with your losing service provider:
We recommend contacting your losing service provider to cancel any pending order or scheduled termination to prevent rejection of your port request.
3. Your number might be inactive:
If your number is no longer active with your previous provider, unfortunately, your port request will be rejected. If you really wish to transfer/port it, you may contact your previous provider to reactivate it.
Next Steps?
Not to worry, these things happen, all you need to do is login to the app and resubmit your transfer request. Select 'SIM Card Actions' from the menu, select mobile porting, and enter the details of your number.