🌳 Troubleshooting Failed Number Ports (1300/1800/13) – Decision Tree

Applies to: 1300, 1800, 13 and 1345 inbound numbers
Use this when: Your port request is delayed, rejected, or “stuck”

Start here: What’s the current status?

1) Has Pickle confirmed the port has been submitted?

• No / Unsure → Go to A. Port not yet submitted

• Yes → Go to 2

2) Did you receive a rejection from the losing provider?

• Yes → Go to B. Port rejected

• No → Go to 3

3) Is the port “in progress” but taking longer than expected?

• Yes → Go to C. Delayed / stuck

• No → Go to D. Port completed but calls not routing

A) Port not yet submitted (Pickle hasn’t lodged it)

Most common reasons

• Required details are missing (authorisation, account details, bill copy)

• Routing design isn’t confirmed (where calls should land after port)

✅ What to do

1. Confirm you’ve provided:

   • The inbound number(s)

   • Business/legal entity name

   • Current provider name (and reseller if applicable)

   • Current account/customer number

2. Confirm your answer point / routing for day 1 (even if it’s temporary)

If you’re not sure what info is needed, use the checklist article below.

B) Port rejected (you got a “rejected” / “failed validation” response)

B1) Does the rejection mention “account details mismatch” or “invalid account number”?

✅ Fix

• Recheck the exact account/customer number with your current provider (or their invoice).

• If you’re billed by a reseller, the “porting account number” may differ from the invoice account number.

B2) Does it mention “authorisation invalid/expired”?

✅ Fix

• A fresh authority may be required (some providers require it to be within a set timeframe).

• We’ll resend the authority form for signature and resubmit.

B3) Does it mention “number not active / disconnected / pending cancellation”?

✅ Fix

• The number must be active to port.

• If you’ve already requested cancellation, ask the current provider to stop the cancellation (if possible) before we retry the port.

B4) Does it mention “already in port / port freeze / service order in progress”?

✅ Fix

• Ask your current provider whether there are open service orders against the inbound number (e.g. routing changes, billing changes).

• Once cleared, we can resubmit.

C) Delayed or “stuck” (submitted, not rejected, just slow)

C1) Is it a single number port or a complex port?

• Single number ports are typically faster.

• Complex ports (multiple numbers, advanced routing, linked services) can take longer.

C2) Have any details changed since submission?

Changes can pause progress:

• Business name / entity

• Address

• Provider account number

• Routing design or answer points

✅ What to do

• Keep the existing service active.

• Avoid making routing changes with the current provider mid-port.

• If it’s urgent (e.g. you’ve advertised the number), tell Pickle—there may be an escalation pathway depending on provider processes.

D) Port completed but calls aren’t routing correctly

D1) Are calls failing for everyone, or only some callers?

• Only some callers → Often a propagation issue (carrier-by-carrier update timing)

• Everyone → Likely routing/answer point issue

✅ Checks you can do now

1. Test from:

   • A mobile on a different carrier (Telstra/Optus/Vodafone)

   • A landline (if available)

2. Confirm what happens:

   • Engaged / busy?

   • Rings out?

   • Goes to the wrong destination?

   • Announces “number disconnected”?

✅ What Pickle will verify

• The inbound route is pointing to the correct destination (PSTN/VoIP/SIP/answer point)

• Time-of-day / overflow rules are correct (if configured)

• Any “international origination” rules (if applicable)

When to escalate to Pickle Support

Escalate if:

• You’ve received a rejection and can’t identify the mismatch

• It’s been materially longer than the expected timeframe

• The port shows completed but calls fail from multiple carriers

• This is business-critical and you’re currently advertising the number