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My port in request says "Failed" but does not give the reason why? How do I proceed?
If your request says "Failed," it means your current provider rejected the transfer.
How to fix it:
You’ll need to contact your current carrier to confirm two things:
Email Tello Support once your old carrier confirms the details are correct. We will then re-submit the request.
What happens when it works?
Once the port is successful, we’ll send you a confirmation email. When you get that:
⚠️ Warning
Even after your number is successfully moved to Tello, it can take up to 3 business days for your correct name and number to show up on other people's Caller ID.
✅ Pro-Tip
When calling your old provider, specifically ask for the "Porting Department." They usually have more direct answers than general customer service and can tell you exactly why the request was rejected.
How to fix it:
You’ll need to contact your current carrier to confirm two things:
- Check your details: Ask them if the Account Number, Port-out PIN, and Zip Code you gave Tello are 100% correct. If so, please ask the exact reason of the rejection.
- Check for blocks: Ensure your line doesn't have "Port Protection" or "Fraud Protection" enabled. Also, make sure you don't have any other open transfer requests to a different provider, as duplicates will cause a fail.
- Request a release: Confirm that they see Tello’s request and ask them to "release" your number so we can finish the transfer.
Email Tello Support once your old carrier confirms the details are correct. We will then re-submit the request.
What happens when it works?
Once the port is successful, we’ll send you a confirmation email. When you get that:
- Restart your phone to let the activation finish.
- Follow any prompts on your screen for "hands-free activation."
⚠️ Warning
Even after your number is successfully moved to Tello, it can take up to 3 business days for your correct name and number to show up on other people's Caller ID.
✅ Pro-Tip
When calling your old provider, specifically ask for the "Porting Department." They usually have more direct answers than general customer service and can tell you exactly why the request was rejected.
