Transfer existing number to Fongo Mobile (Port-in)

Bring your number to Fongo Mobile from another carrier! As soon as you have a Fongo Mobile account and a temporary number active with us, you can start a request.

Here’s everything you need to know on how to bring your number over to Fongo.

Details

• There is a $25 (plus tax) fee to port your number. Before porting, please test the app extensively on Wi-Fi and mobile data to ensure the functionality meets your needs.
• To see a current list of areas where numbers can be ported in from, click here.
• You will require a cellular data plan on your device if you wish to use Fongo outside of Wi-Fi areas. Many carriers in Canada provide data-only plans at prices much cheaper than traditional Voice + Text + Data plans. With Fongo Mobile, you do not require the Voice + Text part of the plans.
• Porting can take up to 10 business days (or longer if there is a rejection, more details here).

Instructions

If you are transferring a cellular number, please read this first.

Fongo will contact your provider and get the number transferred on your behalf. We recommend that you don’t contact your provider to inform them of your transfer or cancel your account with them before the transfer is completed.

If your Fongo Mobile account is more than 7 days old, skip to step 4.

1. Download the Fongo Mobile app to your phone
2. Create an account in the app and choose your own Fongo number (even though you are porting in your own)
3. Within the app, go to Account > Support > Submit a Support Request
   • Fill in the fields
     • Your Email Address: Enter the email address for your Fongo Account
     • Subject: Port-In
     • Description: Please unlock the online store
     • Issue Type: Fongo Mobile > Online Store Unlock
     • Product Type: Phone Number Transfer
     • Porting Number: Enter the 11 digit phone number you wish to transfer
     • 11 Digit Fongo Number: Enter the 11 digit Fongo number beginning with 1
   • If you’re in Canada, the online store will be unlocked within one day of submitting the request. An email will be sent to you once the store is unlocked. *If you’re outside of Canada or if your IP address is wrongfully placing you outside of Canada (which happens occasionally) an email will be sent to you which says your request was denied. In that email, there will be instructions on how to contact support via phone and they will verify your eligibility for the online store
     
     
4. Once the store is unlocked, log in to your Fongo Mobile account on our website
5. Choose “Online Store”
6. In the “Transfer My Number” section, select “$25 One-Time Fee”
7. Click on the “BUY” button
8. Enter the following information into the required fields.
   *All the information you submit for your number port must match what the other provider has on file
   • Number Type
   • Number You Want Ported
   • Current Provider
   • Account Number (not the same as the phone number)
   • IMEI Number (only for cellular numbers)
   • PIN (only for cellular numbers)
   • First & Last Name
   • Full Address
     • Street Number
     • Street Name
     • Unit #
     • City
     • Province
     • Postal Code
9. Click the “CONTINUE” button
10. Enter and submit your payment information
    • You will receive an email stating that your transfer request has been initiated
11. Please monitor your email inbox for updates from our team regarding your porting status

You will be able to use your prior phone number and your FreePhoneLine phone number until we notify you that the transfer is complete.

Notes

Rejections & Refunds

Fongo is not responsible for failed ports. Below are reasons that port-ins can fail:

• Your account with the current provider is not active or is flagged for disconnect
• You have have an outstanding balance owed to current provider
• Porting number must belong to you
• You disconnect or initiate a disconnect for the number (with the current carrier) before finalizing porting with Fongo
• You provided inaccurate information for porting resulting in multiple rejections
• You did not authorize the transfer upon the current provider requesting authorization
• You initiated porting but then decided to cancel for any reason (i.e. Provider offers better rates, number porting to some other company etc.)

The number transfer fee is non-refundable if the transfer is completed or the port is rejected for reasons beyond Fongo's control i.e. incorrect information provided, outstanding balance with current provider, breaking a contract with current provider, etc.

Please do not contact your current carrier to indicate you will be cancelling/porting your number as they may consider this contact your 30 days’ notice. A "disconnect order" on file with your current carrier may prevent us from porting your number.

Porting Time & Eligibility

Porting can take up to 10 business days (or longer if there is a rejection, more details here). The first business day only counts if the transfer is submitted before 12pm.

To see a current list of areas where numbers can be ported in from, click here.

Transferring A Mobile Number

This only applies if your current carrier is providing you with cellular service or “wireless home phone” service (such as Koodo or Fido).

Special Fields

• For Prepaid / Pay-As-You-Go Plans
  • IMEI Number - required to confirm that you have ownership over the account. The IMEI can be displayed on-screen on most phones by entering *#06# on the dial pad, or by searching through your phone's settings.
  • PIN - certain carriers require account PIN for proof of ownership. please contact your carrier if you do not know your PIN code.

Authorization

Your current wireless carrier may call or text you to authorize the number transfer. Please respond to them within 30 minutes of receiving that message to authorize the number transfer. Failure to do so may result in a transfer rejection.

The authorization text message from your current carrier is typically sent immediately after the number transfer is submitted OR between 10:00AM - 12:00PM (Eastern Time Zone) on the next business day. This time window cannot be modified. If you are unable to receive carrier text messages, please contact your current carrier to pre-authorize the number transfer during that time window (contact numbers for each carrier can be found here).

Wireless Authorization Phone Numbers