Let's make sure you're in the right place. This information is for administrators who manage Google Accounts for a company, school, or other group. If you don't have an admin account, get help from someone else who does. Who is my administrator?
As an administrator for your organization, you might get an error when porting a number for Google Voice. Use this information to fix the problem.
Common error messages
These errors occur on the Voice admin console when the port order details have validation failures that prevent the port order submission.
| Error | Description |
|---|---|
| 9 |
Incomplete port request This error can also be caused by these less common issues:
If you're still having issues, please open the Admin control panel and contact support. |
| 10 |
Name invalid |
| 11 | Invalid premise number or building name The address in the port request doesn’t match the address that the number-holding company has on file. This error is usually caused by including the building name. Enter the street number and name, but don't enter the building name. Double-check if the address you entered matches the company name and address that were registered with your current phone company. Then, cancel and restart the port order. |
| 12 |
The port request already exists |
| 13 |
The address must contain a street number and a street name The address in the port request is missing a street name and/or street number. Please make sure you have the correct address that matches the record from your current phone company. Add the correct street name and number and retry port order submission. |
|
14 |
The account number for your current carrier is missing or incorrect. The account number for your current carrier must be present and match the latest record. In order to resolve this issue, contact your local carrier and obtain the correct account number for the phone numbers you are porting and retry port order submission. |
|
15 |
The Porting PIN for your current carrier is missing or incorrect. The PIN for your current carrier is required and must match the latest record on your account. Please make sure you put the correct porting PIN for your account and retry port order submission. Google does not require a PIN to port your service to us. Your current number carrier has requested the PIN as part of the verification that the authorized user is requesting this port instead of someone acting maliciously. In order to resolve this issue, contact your current number carrier, advise them your attempt to move your services to Google, however you are receiving a PIN Required rejection. They should be able to assist you with the correct porting PIN. Please modify the PIN in your port request and try resubmitting. |
|
16 |
Numbers being ported must be from the same rate center. The numbers in the port request are from multiple rate centers. Each port request only allows number(s) from the same rate center. Please separate the numbers into different port orders based on their rate centers and retry submission. |
|
17 |
The LOA you submitted has an error. One or more errors are present in the LOA document you submitted. Please follow the LOA instruction and make sure the LOA has the correct date format and signature. |
Port status details
| Status | Description |
|---|---|
| Requested |
All mandatory porting information has been provided pre-port. Port orders might be in this status for up to 72 hours to allow for data validation on the port request. |
| Scheduled | The losing carrier has validated and approved the port request and has set a scheduled date. At this point, numbers are available for pre-assignment. |
| Pending | Information in the port request has been shared with the losing service provider. If stuck in this state beyond the due date, it means the details do not match the losing service provider’s records. Google support will contact the port requestor with more details on what needs to be resolved. If you do not hear from Google support within 72 hours, please submit a ticket using the standard Workspace support process. |
| Submit documents | For European countries that mandate LOA, the port order is awaiting the submission of a letter of authorization verifying that the user requested this port order. The end user needs to upload the signed LOA to the port order. For details, go to Submit a letter of authorization. |
| Error | For common porting errors, go to the section above. Cancel the current port and resubmit the request with the corrected information. For details on how to cancel your existing port order, go to the section below. |
| Failed | The port order concluded but failed. |
| Cancel pending | The port order is pending for a cancelation. No action is required from the user. |
| Canceled | The port request has been canceled, phone numbers have not been ported and no other activity will occur on this request. |
| Complete | The phone number porting has completed and is available for routing to Google Voice. |
Cancel and restart a port order
-
Sign in to your Google Admin console.
Sign in using your administrator account (does not end in @gmail.com).
-
In the Admin console, go to Menu
Apps
Google Workspace
- Click Number porting
- At the bottom, click Cancel port.
- Go back to the Number porting page and restart the port order.
For E.U. requests, allow 15 to 30 minutes after canceling before you create a new port order. U.S. ports should restart straight away.
Port order Errors
This section describes what happens when a port order is rejected due to an error.
| Error | Description |
|---|---|
| The number port failed. | A Google representative will contact your Google Voice admin by email within 2 business days with more information and instructions on how to move forward. |
| The port request used an incorrect address. |
Your current carrier has a different address on your account than was provided in your transfer request. We must be able to match your account information exactly in order to transfer your number. Please contact your current carrier and obtain the current Service Address (not Billing Address) on file. Please cancel this Port and create a new Port Order with the updated address. Once we are able to match the information on file with your current carrier, we can continue with your number transfer. A support representative will reach out within 2 business days to assist if you are unable to submit a corrected port. |
| The port request used an incorrect area code and address combination. |
The address used does not match the area code in the number being transferred. Please consult your current phone company to get the correct address and postal code meant for the area code of the number being transferred. Please contact your current phone company and obtain the current Service Address and postcode (not Billing Address) on file. Cancel this Port and create a new Port Order with the updated address. Once we are able to match the information on file with your current phone company, we can continue with your number transfer. A support representative will reach out within 2 business days to assist if you are unable to submit a corrected port. |
| The porting PIN in the porting request is incorrect or missing. |
Your current carrier states that the passcode or porting PIN provided does not match what they have on file. Please cancel and resubmit the port order with the correct porting PIN for your current carrier. A support representative will reach out within 2 business days to assist if you are unable to submit a corrected port. |
| The authorized name in the porting request is incorrect. |
Your current carrier has a different name on your account than was provided in your transfer request. We must be able to match your account information exactly in order to transfer your number. Please contact your current carrier and confirm the exact name they have listed on your account, and stand by as a support representative will reach out within 2 days for next steps. |
| The phone number being transferred has been disconnected. |
The phone number you requested to transfer has been disconnected. In order to transfer a number to our service the number must be active with the carrier you are transferring from. You will need to reactivate your phone number with your current carrier in order to proceed with transferring your phone number. Please follow the steps below to resolve the issue:
A support representative will reach out within 2 days for next steps. |
| Either the account number or the porting PIN in your porting request is incorrect |
Your current carrier states that the account number or porting PIN provided does not match what they have on file. Please cancel and resubmit the port order with the correct account number and porting PIN for your current carrier. A support representative will reach out within 2 business days to assist if you are unable to submit a corrected port. |
| The number port can’t be completed because there’s already a pending order for that number. | Your current carrier states that there is already another port order in progress that has this number or other numbers from this account preventing a new port order to be processed. Please cancel the pending port order OR wait for its completion and thereafter, resubmit this port order. A support representative will reach out within 2 business days to assist if you are unable to submit a corrected port. |
| The phone number being ported has a freeze which prevents your current carrier from transferring the number. |
Your phone number has a Local Freeze which prevents your number from being transferred to another carrier without your prior consent. You will need to remove this feature in order to proceed with transferring your phone number.
A support representative will reach out within 2 days for next steps. |
Still having issues?
Contact Google Workspace support.
