If your end-user wants to port out their phone number to another carrier, there are a couple things you will need to provide them with each time -- these are known as port-out credentials:
Their current Account Number (may also be referred to as a BAN or Billing Account Number)
Their port out PIN
Occasionally, they will also need more pieces of information from you, such as the postal code they have on file.
Note: This is a newer feature, but it should be available to all customers who have port out capabilities. Please reach out to support if you are missing this feature but feel like you should have it.
Requesting via Dashboard:
When looking at a subscription within Dashboard, click on the Actions button in the upper right. Then, click on Port-Out Credentials:
Next, you will need to generate new port-out credentials:
Once you have generated the new credentials, you can easily copy them by clicking the copy icon next to each number:
You will want to provide your customer with both the Account Number and Account PIN, and let them know that they will need to use their port-out credentials before they expire. If they attempt to use them after the expiration date (if there's one that's shown), their port will be declined due to invalid credentials. You can replace expired port-out credentials by generating new ones in the dashboard.
Things to note:
Error Message:
If you are getting an error message when attempting to generate port out credentials, please contact Gigs support via one of the following ways:
The chat icon in the lower right of the Help Center screen
The Help & Support option within Dashboard
By emailing [email protected]
**Please note that you can speed up support inquiries by providing relevant information in your initial message. An example would be the relevant ICCID, phone number, and Dashboard link.
Porting away from an AT&T SIM to AT&T (aka BAN transfer):
If your customer is wanting to port out to AT&T and is currently on an AT&T SIM, there is another step that will need to be completed: You will need to reach out to Gigs support to request a Transfer of Billing Rights (TOBR).
Remember:
In your support request, please include at least the ICCID and phone number for the line you're requesting a TOBR for.
This only applies to lines that are currently using an AT&T SIM *and* are wanting to port to AT&T.
If you are the subscriber/end-user:
If you are the subscriber of the phone plan, and you want to port your phone number to another carrier, you will need to reach out to your current carrier. This is not Gigs, but the provider your phone plan is through.
Please note: Your subscription must remain active until the port out goes through successfully. If your subscription is not active, the port will not work, and you risk losing your phone number.
Once the port out has completed, we recommend you log in and cancel your subscription to avoid further charges.