| Question | Answer / How to do it in Telgoo5 |
| What three things does the customer need to provide to port their number IN? | 1) Existing carrier account number, 2) billing zip code, 3) account password / Transfer PIN. Any field wrong = the port fails. |
| A port-in is stuck. How do I resubmit? | Ports → Port In → Pending Portin → click View Portin. Update the fields with the corrected info and click Update Portin to resubmit. |
| How do I check the status of an in-flight port-in? | Ports → Pending Portin → click Check Portin Status next to the line. The latest carrier response and timestamp display inline. |
| A customer dialed #PORT. What does that send? | It returns the customer's Telgoo5 account number and Transfer PIN — the two values they need to give the new carrier. Both are pulled from the BSS in real time. |
| Is the PIN I see in the Customer Profile the same as the Transfer PIN? | Yes. The PIN visible in the profile is the port-out Transfer PIN. If you change it, any in-flight port-out is invalidated. The PIN is also used for some customer-verification flows, so coordinate before resetting. |
| How long is the Transfer PIN good for? | Per typical carrier rules, the PIN is valid for 30 days from generation. After that the customer can re-issue from MyAccount or call in. |
| A customer ported out and has now changed their mind — can I bring them back? | Yes — re-enroll them as a new customer and request a port back from their new carrier. The NLAD Transfer Out report has a win-back column that tracks whether ported-out customers return. |
| The customer says the port-out failed. Where do I see why? | Ports → Port Out → Pending Portout → open the request. Mismatched fields are highlighted in red. The most common cause is the customer providing the wrong account number to the new carrier. |