Submitting your Porting order
Order Submission Steps Local
This article provides instructions on how to transfer an Australian number to RingCentral via online account.
- Log in to the online account as administrator.
- From the Quick Access homepage, look for Phone Numbers category and click the Transfer Numbers link.
- The Transfer Numbers: Select Number Type dialog box appears, select appropriate number type.
- Select the Country and Number Type, then click Next. Depending on the country, you have the option to transfer geographic, non geographic, or a toll-free number.
- Enter your current service provider and their address (optional), then click Next.
- Answer the Pre-Check questions accordingly, then click Next.
Note: If you choose an option that can inhibit the port request, a caution will appear in yellow under the question with additional information. If red, the system will not allow the agent/customer to proceed further with the port request.
- If you are transferring a geographic number, enter your Billing Telephone Number (BTN). This is main number of the account with your current provider. If you want to transfer this number, tick the I want to transfer my Billing Telephone Number checkbox.
Note: After entering your billing telephone number (BTN) and checking the transfer BTN box (as pictured below), a popup will display all numbers entered for the port request. Leave the box unchecked if you do not want to transfer the BTN. However, there must be additional numbers in the box below the BTN field.
IMPORTANT: When porting multiple geographical numbers, ensure that the numbers are in the location, and are with the same service provider.
- A confirmation window will be displayed if the number is deemed as portable. Click Next.
- Take note of the details involving the duration of the number transfer process, then click Next.
- If you have an acting temporary number in RingCentral account meant to be replaced by the number you are transferring, click Select and choose the temporary number from the list. If you want to add the transferred number as an additional number to your account (fee details will be shown on the next screen), click Next.
- Enter all information exactly as your current service provider has on file. If needed, contact your current provider to ensure that information is accurate. For corrections, click the Back button. Otherwise, click Next.
- Name - Business name and person authorized to make changes to the account
- Service - Location where the numbers are active
- Others - Contact information, and VAT/CIF/Siret/Rio Number (if applicable per country)
- Migration Code - In some countries, you need to obtain a migration code from your current supplier before request porting number. If you don't know it's required or not, you can leave it empty.
IMPORTANT: Please check the information you provided. It must match the information on the latest bill from the phone company from which you are transferring your toll-free number. Incorrect information will result in a drastic delay and/or rejection of your number port.
- In the Additional Comments section, enter additional details on the space provided such as your preferred specific port date (no guarantee). If you are not transferring all of your phone numbers in the same Billing Account Number, list the remaining phone numbers and the action to be taken for each phone number (remain, disconnect, etc.).
In the Send Emails to section, enter the email address where you want all number porting notification emails to be sent (optional). If it is left blank, all notification emails will be sent to the system admin user. Click Next.
- Click Complete.
- Our Number Transfer team will send your transfer request to your current service provider. Once the order is complete, you will receive an email stating that we have submitted the transfer request.
- After completing your request online, you can see the status of your request under Phone System > Phone Numbers >Transferred > Transfer Orders.
- Click on the order in the Transferred page to upload LOA and other required additional documents.
If the order receives a rejection, it will be shown on the Order Details section. Instructions on how to resolve the issue will be available in this section and sent via email.
You may email the LOA and any other country-specific required documents to global.porting@ringcentral.com.
Success!
We will place test calls to verify the calls are routing to the RingCentral network. Once the calls are routing via RingCentral correctly, we will notify you via email to confirm that your number(s) have ported successfully. If this is a project-based port, an agent will contact you directly via phone or email.
Rejections
This article lists the various reasons why the number transfer request was rejected by your carrier.
After submitting a number transfer request, it may take a few days for your current service provider to respond to the request. Depending on the information you provided, they may either accept or reject the request. Listed below are the various reasons why your carrier might reject your number transfer request and the corresponding actions you can perform to address it.
- 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 No Attached LOA or Copy of Bill (COB)
- 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 (Main Number)
- Rejected for Incorrect Reseller Name
- Rejection: System Issues
- Rejection: 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 with your account with your service provider.
Send a list of all numbers associated with your account to RingCentral through email at global.porting@ringcentral.com 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 with 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 with 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?
- If there are typo errors
- If you want to send us a copy of your bill
- If the numbers to port are under a different account or billing telephone number
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 at global.porting@ringcentral.com.
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 the 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 attached Letter of Authorization was not signed, filled out, or the writing 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 No Attached LOA and Copy of Bill (COB)
A number transfer application may be rejected because your current service provider requires an attached LOA, and a recent copy of your bill. Upload a fully filled out LOA and 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 and Upload LOA
Rejected for Incorrect PIN or PIN 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 set up with your provider.
Contact your service provider and validate if you have the correct PIN, Passcode, or Password. We highly recommend setting up 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 in order 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 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.
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 (Main Number)
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 NDI.
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.
NOTE: If the initial BTN provided is incorrect, let us know via email at global.porting@ringcentral.com.
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 where the number is attached to.
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).