Submitting your Porting order
Order Submission Steps Local
This article provides instructions on how to transfer a local US number to RingCentral via online account.
- Log in to the online account as Administrator.
- From the Quick Access homepage, look for the Phone Numbers category and click the Transfer Numbers link.
- Click US or US Territory Number, and click Next.
- If you are transferring over 20 numbers, then select Import. If not, click the Guide button.
- Enter Numbers.
- Enter the BTN and click Check
- Check the box below to port the BTN
- Enter the remaining TNs to port in the box below. This box will only contain an additional 99 TNs. DO NOT ENTER THE ABOVE BTN IN THIS FIELD.
- If the customer has more than 100 TNs to port, follow the project port process.
- The order can be saved as a draft at any time to revisit later.
- Review the number/s, then click Next.
- Map the Numbers.
- Click Select to choose a temporary TN or go to the next step to add an additional number.
- Enter Account Information. Select the type of account and follow the instructions.
- Name = Business name and person authorized to make changes to the account
- Service = Location where numbers are active
- Others = Contact information, account #’s and PIN
- Choose a Transfer Date. Select your preferred transfer date by clicking on the Calendar icon, then click Next.
- Choose the requested port date that is within 30 days of port submission
- Enter additional comments and email addresses (if any). If none, leave blank.
- Answer the checklist to ensure that you are ready to sign the LOA (Letter of Authorization).
- Upload a copy of the latest bill of the number being transferred.
- Click Upload to locate the file on your computer, and then click Open to upload the file. You have an option to upload the latest bill file later. Just note that this might cause some delay in the order.
- Sign the Letter of Authorization. You have 2 options for signing the LOA (Letter of Authorization):
- eLOA - If you select this option, RingCentral will use the information and electronic signature in the form.
- Manually - If you select this option, you need to download and sign the LOA manually.
NOTE: You will need a PDF reader to open the LOA file.
- Please read the notes, tick I Agree, and then click Submit Order.
- Read or print the order confirmation, then click Complete.
- To check your order status, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity.
- You need to be logged in as an administrator to your RingCentral online account.
Order Submission Steps Toll-Free
This article provides a step by step guide on how a user can initiate the Number Transfer process for a Toll-Free Number.
- Log in to the online account as Administrator.
- From the Quick Access homepage, look for the Phone Numbers category and click the Transfer Numbers link.
- Click Upload to locate the file on your computer, and then click Open to upload the file. You have an option to upload the latest bill file later. Just note that this might cause some delay in the order.
- Click Toll-Free Number.
- Answer the pre-check questions.
- A copy of the customer’s latest bill (COB) is REQUIRED for Toll-Free orders
- No older than 30 days
- Please be sure to have the COB ready to upload during the submission process
- Enter Numbers
- Click Select to choose a temporary TN or go to the next step to add an additional number.
- Account Confirmation
- Complete the information in each section
- Select type of account and follow the instructions
- Name = Business name and person authorized to make changes to the account
- Service = Location where numbers are active
- Enter additional comments and email addresses (if any). If none, leave blank.
- Download LOA
- Upload LOA & Latest Bill
- Please sign the LOA and attach it with your latest bill to submit the order.
- To check your order status, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity.
- You need to be logged in as an administrator to your RingCentral online account.
Port Out Instructions
To transfer your US or Canada phone number(s) from RingCentral to another carrier, you need to have a formal port-out request to be initiated by your new carrier. The number(s) need to be active with RingCental before you can make this request.
When requesting for a port out with your new carrier, you need the following information:
- Company name
- Service address
- Authorized username (Super Admin)
Note: You need to provide this information to your new carrier exactly how it’s listed on your account.
- Log in as an admin to your RingCentral online account.
- Navigate to Phone System > Company Info > Company Address.
- Log in as an admin to your RingCentral online account.
- Navigate to Phone System > Company Info.
- Select the site name.
Contacts in your company with Super Admin roles are authorized to port numbers out of your account.
- Log in as an admin to your RingCentral online account.
- Navigate to Users > User List > Users with Extensions.
- Click the filter icon above the Roles dropdown.
- Click Roles and select Super Admin.
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 ntd.helpdesk@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?
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 ntd.helpdesk@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.
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).