Porting In Troubleshooting

We try to make the porting process as easy as possible, but there are occasions that will require you to reach out to support and have us look into your issue further. Please see below for more information on why a porting error may occur and how you can troubleshoot.

1. Did not receive verification SMS or call
2. Cannot provide coverage to your number
3. Your number is ported in, but not receiving calls or SMS
4. Port request rejected for a freeze on account with Carrier
5. We are requesting a Customer Service Record from my carrier
6. Porting in two numbers?

Can't receive Sideline's verification SMS or call?

We need to make sure the number you want to port in is active and you have access to it before we allow you to port it into Sideline. We can help if the number is active and falls into these categories:

• Number is parked with a carrier (cannot accept calls or SMS)
• The device with the number you're trying to port is broken
• Number is a forwarding line and does not accept direct calls or SMS

Sideline said they cannot provide coverage to my number yet

Sideline can port in from many carriers, but the area you are in effects if we can provide coverage. Although we have added more areas to our network there are still some that are out of our range.

All phone numbers are registered to what is called a "rate center". Technically speaking, numbers have a physical location and belong to specific rate centers and can not move from them. When you port from one service to another (Sprint to AT&T for example), the number still belongs to the same rate center, it simply moves from one account to the next. 

However, in order to port a number, the gaining carrier (us for example) will have to have a relationship with the rate center that the number belongs to. At this time we don't have access to the rate center where your number may reside.

Number has ported into Sideline, but I cannot receive calls or SMS

We do our best to have the porting process go smoothly as possible, but occasionally we run into issues with routing your calls & SMS right after a port completes. If this happens please contact us and we will reach out to your previous carrier to make sure they release the number completely from their service. It typically takes 1-2 hours to correct, but we do our best to catch before you notice.

Port request rejected for a freeze on account with Carrier

A Freeze may be referred to as a Preferred Interexchange Carrier Freeze, Local Service Freeze, or something else.

We cannot port your number to Sideline while these Freeze orders are in place.

• You will need to contact your current phone provider and have them remove the Freeze orders.
• You will have to get confirmation numbers of the order removals and provide the confirmation numbers to Sideline.
• You will want to confirm that there are no other open orders of any kind on your account.

Sideline ask to request a Customer Service Record from my carrier

Most reputable telephone service providers will give you any account information that you ask for. Please remember, you are asking them for information about your account, not trade secrets.

On occasion, a telephone service provider will tell you to just have Sideline call them, and they will straighten it out, but that they cannot give you your own account information.

Here are the problems with that:

• We only contact you to get information that we cannot get in any other way.
• How can they discuss your account with us and not you? Remember, they do not know us.

Since we already have the account information from your phone bill, if your carrier is claiming that it does not match the information on your account, then it is probably different from the information on your Customer Service Record (CSR). This happens all the time, most of the time, we can get a copy of your CSR, and make the changes ourselves. We are only asking you because we cannot get a copy of your CSR.

With most companies, all you will need to do is call them and ask them to send you a copy of your Customer Service Record (CSR) or Customer Service Information (CSI).

Can I port in two numbers?

Sideline only allows one number in your Sideline account at a time. You cannot port in a number if you already have one ported in. You will need to port out the original back to your carrier or a new preferred one by giving them your account number & PIN. Once the number is ported out you can then start a new port. 

• You can find your account number & PIN by going to Settings > Get Help (Android devices) or Support (iOS devices) > Port-Out Number
• We cannot simply remove your ported in number from your account since it's yours 

If you have any questions regarding your port request, please let us know in the comments below or by sending us a request, and we'd be happy to help you get this resolved!