Troubleshoot Dialpad Porting Issues – Fix Delays & Rejections
If your number transfer is stuck or rejected, follow these troubleshooting steps.
Common Causes of Porting Issues
Incorrect Information
Incorrect account number or address
Missing Documentation
Missing LOA signature
Inactive Line
Inactive source line
Data Mismatch
Carrier mismatch on name or ZIP
Timing Issues
Port requested outside business hours
Outstanding Balance
Pending balance on your line
How to Fix a Stuck Port
Contact Dialpad Porting Support
Contact Dialpad Porting Support ([email protected])
- • Email: [email protected]
- • Include your account ID and affected numbers
- • Describe the issue and timeline
- • Request priority handling if business-critical
Ask for the Reject Reason Code
Ask for the Reject Reason Code
- • Get specific error codes and descriptions
- • Understand exactly what needs to be corrected
- • Request documentation of the rejection
- • Ask for recommended next steps
Update Your LOA and Resubmit
Update your LOA and resubmit
- • Correct all identified issues
- • Double-check account numbers and addresses
- • Ensure all signatures are present and valid
- • Verify dates are current and accurate
Track Progress
Track progress in Admin → Office → Port Requests
⏱️ Expected Timelines
Mobile → Mobile
4–24 hours
Landline → Mobile
2–5 business days
Common Error Solutions
❌ "Account Information Mismatch"
- • Verify account number matches exactly (including spaces/dashes)
- • Check that billing name matches account holder name
- • Ensure service address matches carrier records
- • Contact current carrier to verify account details
❌ "Invalid or Missing LOA"
- • Ensure LOA is signed by authorized account holder
- • Check that all required fields are completed
- • Verify LOA is dated within the last 30 days
- • Use Dialpad's official LOA template
❌ "Number Not Active"
- • Confirm number is active and receiving calls
- • Check that account is not suspended or cancelled
- • Verify no recent changes to the line status
- • Contact carrier to reactivate if necessary
❌ "Outstanding Balance"
- • Pay any outstanding balances with current carrier
- • Ensure account is in good standing
- • Get confirmation of payment from carrier
- • Wait for payment to process before resubmitting
🛡️ Prevention Tips
- • Always verify account information before submitting
- • Use the most recent bill for accurate details
- • Keep your current service active throughout the process
- • Submit ports during business hours when possible
- • Allow extra time for complex or bulk ports
- • Maintain communication with both carriers
Frequently Asked Questions
How long after fixing will it go through?
Usually within 1–3 business days.
Can I expedite the process?
Yes—request escalation for business-critical lines.
What if my port keeps getting rejected?
After multiple rejections, request a conference call with both Dialpad and your current carrier to resolve discrepancies directly.
Can I cancel a stuck port request?
Yes, contact Dialpad support to cancel the request. Your number will remain with your current carrier, and you can start fresh with corrected information.
Will I lose my number if the port fails?
No, failed ports don't affect your current service. Your number stays with your existing carrier until a successful port is completed.
Need Immediate Help?
Contact Dialpad porting support for personalized assistance with your stuck or rejected port.