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, 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. Ensure 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. Ensure 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 of 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. 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. 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. Follow the LOA instruction and ensure the LOA has the correct date format and signature. |
|
18 |
The phone numbers exceed the country limit. There’s a limit on the maximum numbers or ranges allowed per port request. Refer to the rule specific to your country: France, Portugal, Spain, Sweden and United Kingdom: Maximum 20 single numbers, maximum 20 ranges, or maximum 20 for a combination of single numbers and ranges per port request. Belgium: Maximum 25 single numbers, maximum 25 ranges, or maximum 25 for a combination of single numbers and ranges per port request. Denmark: Maximum 20 ranges, 20 single numbers, or a combination of 20 single numbers and ranges per port request. The Local Area Code (LAC ) should be the same for all numbers. Germany: Maximum one range or maximum 10 single numbers per port request. Ireland: Maximum 50 single numbers, maximum 20 ranges, or maximum 20 for a combination of single numbers and ranges per port request. Italy: Maximum one single number, or maximum of one range per port request. Netherlands: Maximum 250 single numbers, maximum 250 ranges, or maximum 250 for a combination of single numbers and ranges per port request. Switzerland: Maximum 20 ranges or single numbers with the same LAC, or maximum 10 single numbers with different LACs. Ensure that the numbers you're porting comply with the preceding country-specific rule, and try submitting again. |
|
19 |
Special characters aren't allowed in the street name. Ensure that the street name you entered includes only alphanumeric characters. If your address requires special characters, contact support for further assistance. |
|
20 |
The LOA file exceeds the size limit. The Letter of Authorization (LOA) you uploaded exceeds the maximum allowed file size of 3 MB. Upload a smaller file and try submitting again. |
|
21 |
The CIF/NIF/VAT is invalid. Your entry in the CIF/NIF/VAT field is invalid. It should contain only alphanumeric characters and hyphens ("-"). Refer to your country's official business records to obtain the correct CIF/NIF/VAT number, then try resubmitting the port request. |
|
22 |
The entered account number is invalid. It should contain only alphanumeric characters and no special characters (including “#” and “-”) and must not exceed 20 characters. Verify that the account number is correct and try resubmitting the port request. |
|
23 |
The phone number(s) have an open order. A port order is already in progress for the number(s) you are trying to port in. Wait for the current order to be completed before submitting a new request. |
|
24 |
The area code is not supported. Google Voice does not support porting requests for the region (or the area code) associated with your number. Try using a different number. |
|
25 |
Connection issue. We’re having trouble connecting to our external service partners. Try resubmitting your port order later. |
|
26 |
The billing phone number has an open order. A port order with the same billing phone number is already in progress. Use a different billing phone number for the new port request and try submitting again. |
|
27 |
The porting numbers are incorrect. The porting number should include the country code at the beginning. Ensure the digits and length of the phone number is correct. |
|
28 |
The building name is not allowed for addresses in Italy. Leave the building name field empty and try submitting again. |
|
29 |
The porting date must be a business day. Weekends and holidays aren't allowed to be selected as the porting date. Choose a different date and try submitting again. |
|
30 |
The contact name can only contain letters and spaces. Only alphabetic characters are allowed in the first and last name fields, and the length should be less than 50 characters. Ensure the contact name is in the allowed format and try submitting again. |
|
31 |
The PIN is missing or invalid. Only alphanumeric values are allowed for porting PIN field and the max length is 15 characters. Ensure the PIN you entered is valid and try submitting again. |
|
32 |
All porting numbers must be from the same carrier. Numbers from different carriers need to be in a separate request. Double check all the porting numbers and try submitting the port again. |
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, 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 with an administrator account to the Google Admin console.
If you aren’t using an administrator account, you can’t access the Admin console.
-
- Click Number porting
your port request.
- 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. Contact your current carrier to confirm your service address, then cancel and create a new port request with the correct 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. Contact your current carrier and obtain the current Service Address (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 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 address in the porting request is incorrect. Contact your current carrier for the correct address. A support representative will be reaching out soon to help. |
The service address in the porting request is incorrect. Note, it may not match your billing address. Contact your current carrier for the correct service address. A support representative will reach out within 2 days to help. They can update your current port request. You can also cancel your porting request and submit a new porting request with the correct address, but this may take longer. We recommend waiting for support. |
| 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. Consult your current phone company to get the correct address and postal code meant for the area code of the number being transferred. 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 number-transfer PIN in the porting request is incorrect or missing. Cancel your request and create a new one with the correct porting PIN for your current carrier. |
Your current carrier states that the passcode or porting PIN provided does not match what they have on file. 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 number-transfer PIN in the porting request is incorrect or missing. Contact your current carrier for the correct PIN. A support representative will be reaching out soon to help. |
The number-transfer PIN in the porting request is incorrect or missing. Contact your current carrier for the correct PIN. A support representative will reach out within 2 days to help. They can update your current port request. You can also cancel your current porting request and submit a new one with the correct PIN, but this may take longer. We recommend waiting for support. |
| The account number in the porting request is incorrect or missing. Contact your current carrier for the correct account number. A support representative will be reaching out soon to help. |
The account number in the porting request is incorrect or missing. Contact your current carrier for the correct account number. A support representative will reach out within 2 days to help. They can update your current port request. You can also cancel your porting request and submit a new porting request with the correct account number, but this may take longer. We recommend waiting for support. |
| The zip code in the porting request is incorrect. Contact your current carrier for the correct zip code. A support representative will be reaching out soon to help. |
The zip code in the porting request is incorrect. Contact your current carrier for the correct zip code. A support representative will reach out within 2 days to help. They can update your current port request. |
| 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. 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. 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. 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. 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'll 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. |
| The activation date on the porting request is on a holiday. | We're not able to complete the porting request on weekends or holidays, but the activation date provided on the porting request is on a weekend or holiday. Our support staff is currently looking at this case, and may change the activation date to move the port forward. Stand by as a support representative will reach out if they are unable to move forward with the port. |
Still having issues?
Contact Google Workspace support.
