Porting & Activation FAQs

Common port-in blockers and how Reach handles them.

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How do we handle device unlock requirements before porting?

Porting is one of those moments that can make or break the customer experience — so we've built it to be hard to get wrong. The process is step-by-step and clearly laid out for customers on the website. Agents are trained to handle porting scenarios confidently, and we offer an AI activation and port-in bot as an add-on for teams that want to take the human load off entirely.

The most common reasons a port fails are a carrier-locked device or an incorrect account PIN. Our flows call both out explicitly — customers are prompted to verify their device is unlocked and confirm their PIN before they get anywhere near a failed transfer.