A status of Changes Required means your current provider or the carrier rejected something on the transfer. It is common, it is fixable, and it does not cost you anything extra — but the transfer stops until it is resolved.
Why transfers get rejected
Almost every rejection comes down to something on your request not matching what your current provider has on file. In rough order of how often they happen:
The service address does not match. Providers compare the address on the transfer against the address on the account, character by character in some cases. "Unit 4, 12 King St W" and "12 King Street West Suite 4" are the same place to you and different records to them. Copy the address exactly as it appears on your bill, including the unit format and any abbreviations.
The account number is wrong. Bills often show several numbers — an account number, a customer number, a billing reference. The one you need is the account number your provider uses to identify the account, and it is not always the most prominent one on the page. If in doubt, call and ask them to read it to you.
The PIN or passcode is missing or wrong. Many providers require a transfer PIN and will not tell you it unless you ask. It is not usually printed on the bill.
The account holder name does not match. If the account is in the business's legal name, use the legal name — not the trading name.
There is a port-out freeze on the account. Some providers enable this by default as an anti-fraud measure. Only they can lift it.
The account is not in good standing. An outstanding balance will block a transfer.
What to do
Our team reviews the rejection and tells you precisely what needs to change — the note appears on the transfer's history and is emailed to you. It is nearly always one field.
Confirm the correct value with your current provider, then reply with it or contact support. We update the request and resubmit. You are not charged again, and you do not start over: the numbers, the LOA and the bill you already provided stay on the record.
If the correction changes something on the Letter of Authorization — the account holder name, for example — you will be asked to sign a fresh copy.
How long resubmitting takes
A resubmitted transfer restarts the carrier's clock. Expect roughly the same duration again from the point of resubmission, not from when you first started.
Failed is different from Changes Required
Changes Required means fix it and continue. Failed means the transfer could not proceed at all and our team will contact you with the reason. In both cases your number stays with your current provider and keeps working normally.