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

• Mismatch between the account details you’ve provided to those held by your previous provider (name on the contract, prepaid vs postpaid status, phone number)

• Remaining contract of one year or more with your previous provider

• Expiry of your number

If so, you will receive an email, directing you to my Lebara where you find information on what steps are required to solve the problem and where you can digitally sign the new authorization form if needed. Should the process fail again, you will be contacted again. Should you have any unanswered queries about this, please contact us in the chat window on the bottom right of your screen.

To avoid these problems from the start please make sure that you fill in the information carefully during sign up:

• Indicate correctly whether you currently have a prepaid or postpaid (abo) contract with your current provider
• Inform us during the sign-up if the contract at your current provider is not in your name so that you can get the authorization from the current owner of the number
• Make sure you are not bound for more than one year at your current provider and if so, choose to port your number right away “fast porting” – this will likely induce costs from your current provider though. As Lebara has great offers it might still be worth it for you.