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How to Troubleshoot LNP Rejections and Errors in RingLogix

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Written by:

Albert Diaz

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How to Troubleshoot LNP Rejections and Errors in RingLogix

Through RingOS, the LNP order flow runs smoothly - about 99% of the time. Like any technical process, there's always those few times when things don't go as planned. If you're a current RingLogix user and running into any LNP rejections or errors, use this free guide to troubleshoot the problem and get your customers up and running.

(Not a user? Click here.)

The Typical LNP Order Flow

Before troubleshooting, let's cover the basics of what a successful order flow should look like:

  1. Once the processing begins, the first status is usually Acknowledgement. This indicates the order has passed the validation step and is assigned an official PON (Purchase Order Number). 
  2. It then proceeds to Pending. Orders in Pending status have been submitted to the losing carrier are awaiting an approval via a Confirmation status with an FOC date (Firm Order Commitment) or a Rejection/Error status with a supporting reason.
  3. When an order reaches Confirmed it means it has been approved by the losing carrier and the phone numbers will transfer on the provided FOC date and time.

The following are the common status you'll see. In the next section, you'll find the list of reject codes and reasons for troubleshooting.

Status Details

Status Description Order State
Acknowledgment Acknowledgment that the LNP Request has been received and the PON created or Supplemental version received. An acknowledgment is received immediately after submitting a request that passes basic editing. Open
Pending The LNP Request has been submitted to the current Service Provider and awaiting Confirmation (FOC) or Rejection/Error response to the request. Open
Confirmation The current Service Provider has provided a Firm Order Confirmation (FOC) that confirms the request details and includes the FOC Date/Time.

The FOC Date/Time provided by the current Service Provider does not always match the requested port Desired Due Date (DDD)/Time on the submitted request.

Therefore, the Partner must review the Confirmation status response to determine when the port will take place.
Error An Error is generated when the LNP Request does not meet upfront edits/validation. 

Once the error has been investigated, the request will need to be resubmitted with the corrections.
Reject A Reject is generated when the current Service Provider rejects the LNP Request.

The LNP Request cannot be processed until the reject has been cleared. See Reject Codes below.

Once the reject has been investigated, the LNP Request will need to be resubmitted with the corrections (SUP-Other) or cancelled (SUP-Cancel). 
Abandoned The LNP Request has been in a Reject/Error state for a specified amount of time (over 10 calendar days) and is no longer considered an open order. Closed
Cancellation This status indicator confirms that the LNP Request has been canceled. Response to SUP-Cancel request. Closed
Completion The TN(s) associated with the LNP Request are Active in NPAC. Closed


Any deviation from the above will usually come with an error message or reject code. Which brings us to...

Handling LNP Rejections and Errors

A Rejection status may occur if the losing carrier rejects the LNP request. A rejection update will contain a reject code which should indicate the reason the losing carrier rejected the order.

If an order is rejected or errored and has not been corrected for more than 10 days from the date of the update, the order will be automatically closed by the carriers and the status will be changed to Abandoned. This order is no longer active and will need to be resubmitted if you wish to continue porting the numbers.

Reject Error Codes and Reasons

Reject Code Reject Message Description
LSR-O-R1 Incorrect Account Number The Account Number does not exist or is incorrect.
LSR-O-R2 Incorrect Account Telephone Number The Account Telephone Number does not exist or is incorrect.

When performing a port, all Telephone Numbers must be associated with the same SPID.
LSR-O-R3 ATN/WTN Mismatch TN(s) requested to port are not associated with the Account Telephone Number (ATN) provided.
LSR-O-R4 Local Freeze A Local Service Provider Freeze (RSCP) exists on the Account/Line(s) on the LNP Request.

The LNP Request can only be submitted after the end user has contacted their current local service provider to remove the local service provider freeze.
LSR-O-R5 PIN Code Required A PIN Code is required to complete this Port.
LSR-O-R6 Incorrect Address This error message usually indicates the local service provider could not find a match to the provided End User Address.

LSR-O-R7 Incorrect End User Name This error message usually indicates the local service provider could not find a match to the provided End User Name.
LSR-O-R8 Incorrect Auth Name This error message usually indicates that the Authorization Name does not match the the local service provider's records.
LSR-O-R9 TN(s) Disconnected The TN(s) are no longer in service with the local service provider.
LSR-O-R10 Port Type - Partial vs Full The selected Port Type is incorrect.
LSR-O-R11 New ATN Required The New ATN is missing or incorrect for this port.
LSR-O-R12 Pending Order On Account A Pending Order exists for the ATN provided. The pending order has to complete or be cancelled before a new LNP Request can be submitted.
LSR-O-R13 Account Mismatch There were multiple errors processing this port. This can include any combination of fields, but most commonly involves a combination of End User Name, End User Address, Authoriztion Name, and Account Number.

This error can also occur when more information is needed to process this port request.
LSR-O-R14 Required Field Missing This reject message indicates that the current Service Provider requires a field that has not been populated.

The missing field requirement can be found in Notes.
LSR-O-RM Manual Rejection This reject code is used when the current service provider rejects the LNP request for a reason that does not fall within predefined reject codes.

The details surrounding the reject notification can be found in Notes.


Please note that while the receiving carrier takes steps to prevent rejections this is outside of their control. Should an order get rejected please review the reason why and open a ticket with our support team to help update and proceed with the order.

The above chart gives you a jumping off point for troubleshooting most LNP issues you'll run into.

If you need additional resources, check out our knowledgebase of tutorials or contact us directly for troubleshooting and help.

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