AT&T Office@Hand

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Possible Causes of AT&T Office@Hand Number Transfer Request Rejections
Article #44894

After submitting a number transfer request, the status of your request may be confirmed, pending, or rejected. This article discusses the causes for rejected number transfer requests.

Select from the list below which reason for rejection you would like to learn more about:

Rejected for Hunting
Rejected for Centrex
Rejected for Partial Port
Rejected for RingMaster/Distinctive Ring
Rejected for Multiple or Pending Order
Rejected for Number Mismatch
Rejected for Incorrect Company Name
Rejected for Illegible or Incomplete Document
Rejected for Unauthorized Name/Signer
Rejected for Copy of Bill Required
Rejected for Incorrect PIN or PIN Number Required
Rejected for Incorrect Account Number or Account Number Required
Rejected for Account Freeze
Rejected for Address Mismatch
Rejected for Line Disconnected
Rejected for Incorrect Billing Telephone Number (BTN)
Rejected for Incorrect Reseller Name
Rejected for System Issues
Rejected for Complex Order

Rejected for Hunting

A number transfer application may be rejected because a “Hunting/Hunt group” feature is activated on your account with the current provider. Remove this feature and resubmit your transfer request.

Line hunting or hunt group is a method of distributing phone calls from a single telephone number to a group of several phone lines. Specifically, it refers to the process or algorithm used to select which line will receive the call.

Hunt groups are supported by some PBX phone systems. Also, some phone companies will provide this feature for a small fee (see also: Centrex). In the tariffs of some telephone companies, one may obtain hunting for free, but forward on busy is a charged service.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Select the number transfer order > click Submit.

Rejected for Centrex

A number transfer application may be rejected because a “Centrex” feature is activated on your account with the current provider. Remove this feature and resubmit your transfer request.

Centrex is a PBX-like service providing switching at the central office instead of at the customer’s premises. Typically, the telephone company owns and manages all the communications equipment and software necessary to implement the Centrex service and then sells various services to the customer.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Select the number transfer order > click Submit.

Rejected for Partial Port

A number transfer application may be rejected because there are multiple lines associated to your account with your service provider.

Send a list of all numbers associated with your account to AT&T Office@Hand through support with the following details:

  • Order ID
  • Instructions
    • I want to keep my remaining lines and service active with my current provider, or
    • I want to disconnect all remaining lines and services including date (if there’s one)
  • List
    • List all your numbers associated to the numbers to be ported.

Note: Partial port is when your provider requires you to address your remaining lines/numbers and services (Data/T1 service).

Rejected for RingMaster/Distinctive Ring

A number transfer application may be rejected because a “Ring Master” feature is activated on your account with the current provider. Remove this feature and resubmit your transfer request.

Distinctive ring, marketed under a variety of names, is a service offered by a telephone company that establishes additional telephone numbers on the same line as an existing number, each number ringing with a distinctive ringing pattern. Typically, the original number rings with the standard ring pattern that is common to the nation where the line is connected. Regardless of what ringing pattern the called party hears, the calling party hears the standard ringing pattern.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Select the number transfer order > click Submit.

Rejected for Multiple or Pending Order

Pending/Open order is an order in progress associated to the number to port or account that has not been posted, completed or cancelled.

It could be due to the following:

  • Ongoing port in request going to another provider
  • Change/update of records (address, company name, authorized name)
  • Upgrade/downgrade of service
  • Added/removed account feature

Contact your service provider to cancel or complete the open order. Ask when it will be posted in their system before re-starting your Porting request.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Select the number transfer order > click Submit.

Rejected for Number Mismatch

Number mismatch could mean the following:

  • One or more numbers on the list does not match your providers list.
  • The number was typed in error
  • The number belongs to a different account

Contact your service provider or check your current copy of bill and validate the following:

  • Do I have the correct list of numbers?
  • Is the number under the billing telephone or account number correct?

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Select the number transfer order > click Submit.

You can send us an email

  • If there are typo errors OR
  • If you want to send us a copy of your bill OR
  • If the numbers to port are under a different account or billing telephone number

Rejected for Incorrect Company Name

A number transfer application may be rejected because the name of the account holder (company name for business accounts) does not match the name provided.

Contact your service provider or check your current copy of bill and validate if the correct company name is in the order. Edit your request, enter the correct name in the highlighted field, and then click on the Submit button to resubmit your Transfer Request.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete.

Rejected for Illegible or Incomplete Document

A Number Transfer application may be rejected because the Letter of Authorization was not signed, submitted or created for the request, or it was illegible.

Download the LOA from your account, fill it, sign, and upload so that the Number Transfer request could be resubmitted.

To Resubmit: Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Upload LOA.

Rejected for Unauthorized Name/Signer

A number transfer application may be rejected because the person listed on the request is not authorized to initiate a number transfer with your current service provider.

Contact your service provider and validate the name listed in their system to make changes. If the name is different from the original order,

  • Local Number: Edit request > enter the name of the authorized person in the highlighted field > Click Submit.
  • Toll-Free number: an updated signed Letter of Agency is required

Rejected for Copy of Bill Required

A number transfer application may be rejected because your current service provider is requiring a copy of your bill. Upload a recent copy of your bill not more than 45 days old.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Upload CoB.

Rejected for Incorrect PIN or PIN number is Required

A number transfer application may be rejected because the PIN you provided does not match the number on file with your current service provider, or you didn’t provide one.

PIN (Personal Identifier Number): You can get this number from your service provider. This is required if you are transferring mobile numbers. PIN can also be your account passcode or password that you setup with your provider.

Contact your service provider and validate if you have the correct PIN, passcode, or password. We highly recommend that you setup a new PIN (for mobile numbers only) if you get this type of rejection.

Check the PIN number associated with the number you are porting, edit the request, and enter the number in the highlighted field.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete.

Rejected for Incorrect Account Number or Account Number is Required

A number transfer application may be rejected because the account number you provided does not match the number on file with your current service provider, or you didn’t provide one.

The account number is your service reference number that you get from your provider. This is required if you are transferring mobile numbers. Contact your service provider or check your copy of your bill and validate if you have the correct account number.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete.

Rejected for Account Freeze

A number transfer application may be rejected because your current service provider placed a freeze on the transfer ability of your number. The freeze must be removed from your account in order to complete your transfer request.

Contact your service provider to resolve the issue.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the box that says “I confirm the resolution of the freeze” > Click Submit.

Rejected for Address Mismatch

A number transfer application may be rejected because the service address you provided does not match the address on file with your current service provider.

Contact your service provider and verify the address that they have on file. The address required is the actual state and city where the number is located as porting is based on geographical area code.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete.

Rejected for Line Disconnected

A number transfer application may be rejected because the number has been disconnected with your service provider. The number must remain active during the transfer process for your Transfer Request to be completed.

Reason for this type of rejection:

  • One or more numbers to port is disconnected or has been issued a disconnect order
  • One or more numbers to port is currently unassigned or unable to locate on your provider’s billing records.

To resolve:

  • Contact your service provider and re-instate the number back to active and working state.
  • Contact your service provider and verify if the number is accounted for under your account.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the box that says, “The account was reactivated.” > Click Submit.

Rejected for Incorrect Billing Telephone Number (BTN)

A number transfer application may be rejected because the billing telephone number you provided does not match the number on file with your current service provider. Contact your service provider or refer to your copy of your bill and validate if you have the correct BTN.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete.

You can upload a copy of the recent invoice listing the number you requested if you want to challenge the rejection.

Note: If the initial BTN provided is incorrect, let us know via email

Rejected for Incorrect Reseller Name

A number transfer application may be rejected because your current service provider has a reseller on file that was not listed in your request. Contact your current service provider to obtain the name of the reseller from whom the service provider received the number. You can also refer to the copy of your bill and verify if the provider name is correct.

Note: This is required for Canadian Local Numbers.

To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete.

Rejection Due to System Issues

The number transfer request was rejected because a problem has occurred between systems (carrier to carrier). No need for you to do anything as this is handled by our processing team and will reach out to you if additional information is needed.

If you get this notice, please be advised that the process may take longer than usual (additional 5 business days).

Rejection Due to Complex Order

The number transfer request was rejected by your current service provider. Your order requires manual processing due to the complexity of the system to which the number is attached.

No need for you to do anything as this is handled by our processing team and will reach out to you if additional information is needed.

If you get this notice, please be advised that the process may take longer than usual (additional 10 business days).