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 access to 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
| 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 the address of the porting company. Then, cancel and restart the port order. |
| 12 |
The port request already exists |
| 13 |
The port request can't be completed |
Port status details
| Status | Description |
|---|---|
| Requested |
All mandatory porting information has been provided pre-port. |
| 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 then 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, 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.
Still having issues?
Contact Google Workspace support.
