While a port-in request can be declined by the current carrier for a number of reasons, there are a handful of these reasons that show up more frequently than others. To help save time and to assist with the success of a port-in, subscribers are able to address and correct some of these frequently seen port-in declines.
This is a newer process, so may not be available to all customers. If you are interested in enabling self-healing for porting on your project, please reach out to Gigs support.
The following declines reasons are ones that the user can address themselves through self-healing:
Incorrect account number
Incorrect PIN
Port protection enabled
Wrong address on file
Any issue not listed here will still need to be handled via the standardized way:
Users/Subscribers contact the provider they're trying to port-in to
Providers (the direct Gigs customer) will contact Gigs Support
When one of the above-listed issues is encountered with a port-in, the following will happen:
A self-healing email will be sent to the email address of the user:
This email will include the reason the port-in request is being declined, along with a button that will allow them to enter in the correct information.
After clicking the button in the email, the user is then redirected to the Connect flow where they will be prompted to enter in the corrected information.
For subscribers: Please be sure to get the correct information from your current provider by contacting them directly. If incorrect information is provided again, the port will not succeed and you will likely be asked to provide corrected port-in information.