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My port-in request says "Failed" and gives a reason. What do I do?
If your port-in request status shows as "Failed," it means your current service provider rejected the transfer because the information provided did not match their records.
Common Reasons for Failure:
⚠️ Warning:
Tello cannot bypass a failed transfer on our own. You must contact your current carrier to verify your details and ensure your line is fully unlocked for transfer before we can successfully bring your number over.
Common Reasons for Failure:
- Account number is incorrect.
- Number Transfer PIN/Password is incorrect.
- ZIP code is incorrect.
- The number has a "Port/Fraud Protection" enabled.
- Contact Your Current Carrier: Because the rejection is coming directly from your previous provider, you must contact them to confirm your exact account details and ask them to remove any port locks.
- Update Your Details Online: Once you have the correct information, go straight to the Number Transfer page in your online Tello account to update the field.
- Resubmit or Get Help: If you need to fix multiple fields and the update options are locked, you will need to resubmit a new port in request.
If the event that the page does not allow this, email our Customer Support team so we can guide you through the process.
⚠️ Warning:
Tello cannot bypass a failed transfer on our own. You must contact your current carrier to verify your details and ensure your line is fully unlocked for transfer before we can successfully bring your number over.
