{"id":16228,"date":"2023-02-16T15:05:48","date_gmt":"2023-02-16T04:05:48","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=faq&#038;p=16228"},"modified":"2026-06-25T13:52:31","modified_gmt":"2026-06-25T03:52:31","slug":"transfer-mobile-number-rejected","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/transfer-mobile-number-rejected\/","title":{"rendered":"Why was the transfer of my mobile number to MATE rejected?"},"content":{"rendered":"<p>The most common reason a mobile number transfer fails is a mismatch between the details you gave us and the details your current provider has on file.<\/p>\n<p>When you ask us to transfer your mobile number, we check the following:<\/p>\n<ul>\n<li>Your mobile number<\/li>\n<li>Your date of birth (if your number is prepaid)<\/li>\n<li>Your current provider&#8217;s account number (if your number is postpaid)<\/li>\n<\/ul>\n<p>You may have also picked prepaid when your current service is postpaid, or the other way around.<\/p>\n<h4>Prepaid<\/h4>\n<p>If your current number is a prepaid service, you&#8217;ll need to give us the correct date of birth so we can resubmit the transfer. On a prepaid plan, you pay for your service upfront and &#8220;recharge&#8221; when your credit runs out or the period ends.<\/p>\n<h4>Postpaid<\/h4>\n<p>If your current number is a postpaid service, you&#8217;ll need to give us your existing provider&#8217;s account number so we can resubmit the transfer. On a postpaid plan, your provider sends you a bill every month, and you&#8217;ll have an account number with them.<\/p>\n<p>It&#8217;s also worth checking your details with your current provider and making sure your number is still connected and active. We can&#8217;t transfer your mobile number if it&#8217;s been disconnected.<\/p>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; border-left: 5px solid #00b26b; background: #d7f6e6;\" role=\"note\" aria-label=\"Tip\">\n<p><span style=\"font-weight: 600;\">\ud83d\udca1 Tip:<\/span> In some cases you&#8217;ll need to contact your current provider and ask for your port-out reference number. This can be different to the account number shown on your bill.<\/p>\n<\/div>\n<h4>How to resubmit your transfer<\/h4>\n<p>To resubmit a failed mobile number transfer, log into our <a href=\"https:\/\/www.letsbemates.com.au\/mate\/download-mymate\/\" target=\"_blank\" rel=\"noopener\">myMATE app<\/a> or <a href=\"https:\/\/mymate.letsbemates.com.au\/sion\/\" target=\"_blank\" rel=\"noopener\">self-care portal<\/a> and head to the &#8220;My Orders&#8221; section.<\/p>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; border-left: 5px solid #1976d2; background: #e3f2fd;\" role=\"note\" aria-label=\"Need help\">\n<p><span style=\"font-weight: 600;\">\ud83d\udcac Need help?<\/span> If you&#8217;re still stuck, reach out to our support team through <a style=\"color: #1976d2; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\">Live Chat<\/a> and we&#8217;ll help you sort it out.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>The most common reason a mobile number transfer fails is a mismatch between the details you gave us and the details your current provider has on file. When you ask us to transfer your mobile number, we check the following: Your mobile number Your date of birth (if your number is prepaid) Your current provider&#8217;s&#8230;<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[37,60],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why was the transfer of my mobile number to MATE rejected? | MATE<\/title>\n<meta name=\"description\" content=\"The most common reason why the transfer of your mobile number from another provider fails is due to a mismatch of the information provided to us.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/transfer-mobile-number-rejected\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why was the transfer of my mobile number to MATE rejected? 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