AT&T Office@Hand Number Transfer Rejections Frequently Asked Questions
Article #44898

This article lists the most common scenarios for Number Transfer Rejections and discusses what to do next.

1. If I get a mismatch for Partial Port, what do I need to do?
2. If I get a mismatch for Name or Address Mismatch, what do I need to do?
3. If I get a mismatch for Billing Telephone Number (BTN) Incorrect or Port TN Mismatch, what do I need to do?
4. If I get a mismatch for Line Disconnected, what do I need to do?
5. If I get a mismatch for Pending Order, what do I need to do?
6. If I get a mismatch for LSP Freeze or Contracted, what do I need to do?
7. If I get a mismatch for Copy of Bill, Account Number or PIN required, what do I need to do?
8. If I get a mismatch for Authorized Name Mismatch or Illegible Authorized Name Missing, what do I need to do?

1. If I get a mismatch for Partial Port, what do I need to do?
   You need to address the remaining telephone numbers or services with your Local Service Provider (LSP). Please email us and provide your remaining lines/services and indicate if you will disconnect or keep them with your Local Service Provider (LSP).
   Example:
   9876543210 – remain
   9871111111 – disconnect
2. If I get a mismatch for Name or Address Mismatch, what do I need to do?
   You need to contact your provider and ask the correct name or service address of your account because the name you provided did not match the records of your LSP. You can log in to your AT&T Office@Hand online portal, enter the correct Name and Address, and resubmit the request so we can reprocess your request.
3. If I get a mismatch for Billing Telephone Number (BTN) Incorrect or Port TN Mismatch, what do I need to do?
   If the main telephone number that you entered on your request has been rejected, contact your provider and ask for the correct account Billing Telephone Number (BTN) for the number(s) you wish to transfer. Even though all your numbers belong to one account only, there are instances that these numbers are grouped differently. We need to identify how your numbers are grouped together.
4. If I get a mismatch for Line Disconnected, what do I need to do?
   The telephone number to be ported has been disconnected and/or inactive. If your account is active, you need to make sure that the number you wish to port is still assigned to your account. Contact your Local Service Provider to reinstate the line to active and/or working status. Once you’ve reinstated the line, restart your order by logging in to your online account.
5. If I get a mismatch for Pending Order, what do I need to do?
   You need to call your provider to check if there is any pending/open order in your account. It happens if a request for features and account changes are simultaneously processed. Contact your Local Service Provider to clear or cancel the pending orders or requests. You can restart your order once the pending/open order has been completed/cancelled.
6. If I get a mismatch for LSP Freeze or Contracted, what do I need to do?
   You need to call your provider to check if the number you are transferring is bound to any contract or terms of service that might be affecting the transfer request. The number must be free from any restrictions. Contact your Local Service Provider (LSP) to clarify the reason/s for freezing your account. Once you’ve resolved this with your LSP, re-start your order by logging in to your account.
7. If I get a mismatch for Copy of Bill, Account Number or PIN required, what do I need to do?
   You need to edit your request and upload the latest copy of your bill, not more than 45 days old (complete/all pages)
8. If I get a mismatch for Authorized Name Mismatch or Illegible Authorized Name Missing, what do I need to do?
   If the authorized name provided on the request – first name and last name – do not match the records of your Local Service Provider, contact your current carrier and verify or update records pertaining to the authorized name on the account. As soon as the issue has been settled, edit your request and resubmit your request on your AT&T Office@Hand online portal.
   Reminder: You need to upload an updated Letter of Authorization if you are transferring a toll-free number.

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