If we email or text you about wrong information, fix the details in MyMobile and send the request again. Most problems come from a wrong or expired PIN, or a number lock that's still on.
Good to know
- Common reasons a transfer fails: the transfer PIN is wrong or expired, the account number is wrong, or a number lock is still on at your old carrier.
- If your PIN expired, get a new one from your old carrier's app or website. See Switching from a prepaid carrier: find your account number and transfer PIN.
Resubmit your request
1. Sign in to MyMobile.
2. Tap Activate service.
3. Select your number to see why it failed. Then tap Pending re-submission.
4. Update the details, accept the terms, and tap Start transfer.
5. Allow up to 15 minutes for the transfer to finish.
6. Restart your phone.
If something goes wrong
- Don't see Pending re-submission? Some problems can only be fixed by our team. Please contact us.
- Still not working? Ask your old carrier to check for a lock, or contact us.
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