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Why does my Fax number port request show an exception error?

Fix the "entity name mismatch" error during the Fax # porting process by correcting and resubmitting your documentation.

FAQ: I received an "exception error" when trying to port my fax number; it had to do with the CSR not matching the Letter of Authorization (LOA) document.

  1. Check Port Status

    • Log into your account, navigate to the port request, and confirm if the status shows "exception," indicating an issue with the port.

  2. Identify the Error Reason

    • Click on the three-dot menu next to your port order and select "Edit Port Order."

    • Review the error message: "The entity name does not match that on the CSR."

  3. Review the CSR Document

    • Scroll down to view previously uploaded documents, including the CSR (Customer Service Record).

    • Confirm the exact "account name" listed in the CSR.

  4. Correct the Letter of Authorization

    • Delete the incorrect authorization form uploaded previously.

    • Click "auto-generate" to create a new authorization form.

    • Enter the exact account name from the CSR in the appropriate field.

    • Sign the document.

  5. Resubmit Port Request

    • After updating the authorization, scroll up and click "Submit."

    • Await confirmation from the representative regarding the updated submission.

  6. Contact Support if Needed

    • If issues persist, click the chat icon at the bottom-right corner and request assistance from an agent.


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