Symptom

Applies To

• Porting
• Admin Console

Contents

• Blank Screen
• Field Exceeds the Max
• Insufficient Licenses
• Insufficient Temporary Numbers
• Invalid Value Field Has No Corresponding Value
• Missing Mandatory Field
• Phone Number Is Not Portable

Troubleshooting Steps

Insufficient Licenses

If your telephone numbers turn red in the Phone Numbers to Port section - hover over the number to see the error.

If the error message shows Not enough licenses available then you would need to purchase more of the relevant 8x8 licenses. The error message will show which license type you need.

In the below example, the error shows that Regular French licenses are needed.

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Insufficient Temporary Numbers

Every 8x8 port request requires temporary numbers so that you can assign and configure the porting numbers in advance of the port date. On the port date the temporary numbers will be replaced by the porting numbers.

If you submit your port request, and see the error screen below, with the message Failed to find a matching temporary phone number, then there are no spare telephone numbers in our number pool which match the numbers you need to port. Temporary numbers must belong to the same country and number type (Geographic / Toll Free) as the porting numbers.

If you receive this error then you have two options:

Option One - Claim new numbers to use as temporary numbers. For information on how to claim new telephone numbers, when there are none readily available in Admin Console, see Claim Phone Numbers in 8x8 Admin Console.

Option Two - Use existing telephone numbers on your 8x8 account as temporary numbers. This can be done by selecting the Manually assign temporary numbers option after entering your Phone Numbers to Port (see below).

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Missing Mandatory Field

If when you submit your port request you receive the error message Failure Reason: Missing mandatory field then there is likely to be an issue with the address you have used.

To resolve this issue we would recommend you make a change in Step 2 - Basic information.

Rather than selecting an existing address from the dropdown menu, select New Address.

Select the correct country, and enter the address manually. You should then be able to proceed as normal, and should no longer experience the error when finishing the submission of your port request.

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Phone Number Is Not Portable

 If when you add the Phone Numbers to Port any of the numbers turn red and you see the message below, then the number in question cannot be ported to 8x8. This may be because there is a typo in the number you have submitted, or that 8x8 does not support the country/type of the number you have entered. (For example, in the UK 8x8 can support 01, 02, 03, 08 numbers - but 07 mobile numbers are not supported).

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Additional Steps

• Submit smaller orders
  • If you are trying to submit more than 300 telephone numbers, try submitting your request in smaller batches.
  • For example, if trying to submit 900 telephone numbers try submitting 3x orders with 300 numbers each.
• Check the area codes
  • If you are trying to port telephone numbers with different area codes then submit one order for each area code.
  • For example, if trying to port numbers beginning +1 212 and +1 408, then submit a separate request for each prefix.
• Check the current providers
  • If your telephone numbers currently belong to multiple service providers then multiple port orders are needed.
• Check the address and country
  • You must provide an address within the country for the telephone numbers you are porting.
  • If you are porting in multiple countries, separate port requests will be needed for each country.