If you have problems transferring your number to Google Fi, use this article to help troubleshoot.
Troubleshoot "Couldn't transfer your number" error
If your number transfer doesn't go through, you should get a notification in the Google Fi app that tells you what to do.
When you get an error message, it’s often because of incorrect or incomplete account information. To update your information, follow the instructions in the error message.
To make sure you provided the correct information, check with your carrier.
Information that may show up as an error include:
- Typos
- Incorrect account numbers or PIN
- Account numbers with dashes
- Incorrect zip codes
- Incorrect address
- Some carriers require a full address to complete a number transfer. When you submit the number transfer, make sure that the address that the previous carrier has on record matches the Google Fi service address.
For the most recent info, you can check with your last carrier.
Tip: Enter your account number without any dashes.
Verizon
You must have:
- The Verizon number that you'd like to transfer
- The Verizon account holder’s name
- The Verizon account’s billing address
- Your Verizon account number
- Your Verizon number transfer PIN
If you’ve set up Verizon Number Lock, you must remove it.
Learn how to transfer your number from Verizon.
If you have trouble finding the info, sign in to your Verizon account or contact Verizon support.
AT&T
You must have:
- The AT&T number you'd like to transfer
- The AT&T account holder’s name
- The AT&T account’s billing address
- Your AT&T wireless account number
- Your AT&T number transfer PIN
Learn how to get the necessary information. If you can't find the information, sign in your myAT&T account orcontact AT&T support.
To start a number transfer,make a Number Transfer PIN. Use that PIN to start the number transfer on theGoogle Fi website.
For questions about AT&T port protection and Number Transfer PINs,contact AT&T Support.
After you start the number transfer, you may get a text message from AT&T that asks you to confirm the transfer. Once you respond to the text message, try the number transfer again.
Important: If you don’t receive a text message from AT&T, make sure that your service is active and your AT&T SIM card is in your phone. If you still don’t receive a text message from AT&T, contact AT&T’s Global Fraud team at 866-563-4705 for assistance.
T-Mobile
You must have:
- The T-Mobile number that you'd like to transfer
- The T-Mobile account holder’s name
- The T-Mobile account’s billing address
- Your T-Mobile account number
- Your T-mobile number transfer PIN
Learn how to get the necessary information. If you can't find the information, sign in to your My T-Mobile account or
contact T-Mobile support.
US Cellular
Your US Cellular account number is either the account number or Customer ID on your bill.
If you have trouble finding this information,contact US Cellular support.
Google Voice
Other Carriers
If you transfer from Republic Wireless, Cricket, Metro PCS, or another carrier, you can usually find the relevant information on your bill.
You must have:
- The phone number that you'd like to transfer
- Name of the account owner
- Account number from your current carrier
- Account PIN or passcode
- Billing address of the account owner
Transfers can take up to 48 hours before text message service works.
Tracfone, NET10, Straight Talk, Total Wireless, Walmart Family Mobile & GoSmart, Page Plus Cellular, and Simple Mobile use port protection. If your account’s port protection is on, you must turn it off before you can transfer your number to Google Fi.
To learn how to turn off port protection, contact your old carrier.
Ooma & other VoIPs
Ooma
- Account Name: OOMA
- Account Address:
1880 Embarcadero Rd
Palo Alto, CA 94303
- Account Number: Your 10-digit phone number
- Account PIN: 0000
Magic Jack
The Magic Jack Porting Department phone number is 833-840-4357.
Other VoIP
There's no standard set between VoIP providers for number transfer requirements. You can ask your VoIP provider to find out what you need to transfer your number to Google Fi.
VoIP number transfers can take up to 5 days to complete.
Prepare your contacts & messages
If you keep your current phone, the transfer doesn’t affect your contacts and messages.
Re-enter your info and then try to transfer your number again.
Manage a "Contact us" notification
The support team must fix certain issues. If you get this notification, contact a Google Fi expert.
Find out how long a number transfer takes
You can start your number transfer once you have your phone.
Mobile numbers and numbers from Google Voice usually transfer within the first 3 hours.
Landlines usually transfer within 2 business days.
Important: If your number transfer takes longer than 3 hours, before you contact a Google Fi agent, contact your last carrier and find out:
- The port’s status.
- The cause of delay.
- If your last carrier has already responded, confirm the date and time of the response.
To check whether the transfer is successful, check your Google Fi app.
If issues continue, contact a Google Fi expert.
Learn why some features don’t work after a transfer
Some features might not work right after your transfer completes. There might be a short period before you can send and receive text messages.
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