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confusedpin's profile

New Member


2 Messages

Thursday, March 2nd, 2023 3:39 AM

Cant port out prepaid number

Hello I have been trying to port out my atnt prepaid number to Tello but it wont go through. I know this is possible because I transferred another prepaid number to Tello without any problems. When I go to port out my phone number Tello informs me that my pin is incorrect. I have talked with an atnt prepaid representative and even reset my pin but it still says its incorrect. I also talked to another representative and made sure that my account isn't locked due to multiple failed attempts. Every representative I talk to is giving me conflicting information some say its the 4 digit pin code others say its just 0000. I'm not sure what to do from here.

Accepted Solution

Official Solution

New Member


2 Messages

1 year ago

I managed to solve it. I'm leaving a solution here incase someone ever comes across the same issue.


In order to port out your prepaid number from atnt you need an Account number and a Pin number. The pin number is the security pin that you use to set up the account. It can be reset online or by talking with an atnt rep.

The only way to get the account number is by calling atnt prepaid at 800.901.9878.

The problem I was having was that Atnt put a lock on my account that stopped any port request from going through. See this thread for a similar issue. I had to call atnt prepaid and request that they remove the restriction on my account. After that my port request went through in a couple of minutes. 

In short here are the steps I used.

  1. Call atnt prepaid at 800.901.9878. and get your account number and pin
  2. Try to port out with the given information.
  3. If the above does not work contact atnt and make sure there are no restrictions on the account for porting out a number
  4. Try to port out again

Community Support


231.4K Messages

1 year ago

We're here to point you in the right direction for further assistance with porting out your number confusedpin.


We know the impact this may have trying to port out your number and receiving an error message. Please reach out to our porting department for further assistnace. There hours are: 

  • Monday - Friday: 9am - 11pm EST
  • Saturday - Sunday: 9am - 6pm EST

You can reach out port department at 888-898-7685.


Thank you for reaching out to AT&T Community Forums.


Marilyn, AT&T Community Specialist

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