Port rejections

A rejected port shows Rejected on its page with the reason. Most rejections are a mismatch between the request and the losing provider’s records; fix the detail and resubmit. Remember that a resubmitted port can’t cut over for another 2 business days (see Porting timeframes).

Reason	What it usually means	What to do
Details don’t match	The name, ABN, address or account number differs from what the losing provider holds.	Copy them exactly from the customer’s latest bill and resubmit.
Wrong port type	For example, a number that is part of a range lodged as CAT A.	Change the port type (see Which port type to choose).
Numbers on different accounts	The bill doesn’t cover every number on the request.	Split the request by losing account.
Service not active	The customer has already cancelled with the losing provider.	Ask the customer to reinstate the service; a cancelled number usually can’t be ported.
Identity Mismatch (mobile)	The account number (postpaid) or date of birth (prepaid) is wrong, or the wrong one was given for the account type.	Check whether the service is postpaid or prepaid, and resubmit with the right proof.
PPV Expired (mobile)	The verification code wasn’t entered in time.	Send the code again from the port’s Confirm page.
PPV Failed (mobile)	The code entered was wrong too many times.	Start a new port request.
Rejected Upstream (mobile)	The losing carrier refused the lodgement.	The reason they gave is on the port; correct it and submit a new request.

If a rejection doesn’t make sense, log a Provisioning ticket and link the port as the related service.