If your first attempt at number porting has been unsuccessful, it may be because of the following reasons:

• There's a mismatch between the account details you've provided and those held by your previous provider (name on the contract, prepaid vs postpaid status, phone number).

• You have a remaining contract of one year or more with your previous provider.

• Your number has expired.

When this happens, you will receive an email directing you to My Lebara, where you can find information on the steps required to solve the problem and digitally sign the new authorization form if needed. Should this process fail again, we will contact you again. If you still have any unanswered queries about this issue, please contact us using the chat window at the bottom right of your screen.

To avoid these problems from the start, it's important that you fill in the information carefully during sign up. Please ensure that:

• You have correctly indicated whether you currently have a prepaid or postpaid contract with your current provider

• You have informed us if the contract with your current provider is not in your name so that you may obtain authorization from the number's owner.

• You are not bound for more than one year at your current provider, and if you are, you have opted to port your number right away with fast porting. This will likely induce costs from your current provider. However, since Lebara has great offers, it might still be worth it for you.