If you’re experiencing an issue while transferring a number to Public Mobile from another service provider (a.k.a “porting in”), review these troubleshooting tips.

1. Check that you’ve received a validation SMS from your previous service provider

When you initiated your number transfer you should have received a text message from your previous provider with instructions. Make sure you respond to this message within 90 minutes in order to approve your number transfer. To receive this SMS make sure that:

• Your old SIM is inside your device
• Your account with your previous provider is still active
• You’ve checked all texts and emails that could go to any other members on the old account, especially if you are not the primary account holder

If you have not received your validation SMS or you accidentally denied the transfer request, please reach out to your previous provider so that they can reinitiate the process.

2. Ensure you’ve given the transfer enough time to complete

If you have already received and responded to your validation SMS, your transfer should be in progress. While most transfers are completed within 90 minutes, it may take up to 5 hours to transfer a mobile number. For landline numbers, the transfer process can take up to 3 business days.

While your transfer is in progress you may experience service issues. You will be able to make outgoing calls and messages with your temporary Public Mobile number, but you may not receive calls or messages sent to the number you are transferring in. When your number transfer is complete, you will receive a confirmation text message from Public Mobile.

If your transfer request has been completed but you are still experiencing issues, check out the phone troubleshooting tips in this article.