Field Activation Tool - External Ports

Home Page

In this page, the Lifeline ID will pre-populate from the Quest App (also known as Emerios App or Mobile app).

Enter the Zip code. The zip code entered should match the Lifeline ID zip code.
Enter the SIM number.
Select “I want to keep my number” and enter the Phone number to Port In.
Click Continue.

Current Service Provider

From the Phone Type dropdown, select Wireless (Cellular) or Landline (Home Phones).
Select the Current Service Provider. NOTE: For customers who do not know their current service provider, let the customer restart their phone to see the service provider.

Enter Account Details

Under the Account Information field enter the following:

Current Service Account Number.
Current Service Account Password PIN.

NOTE:

If the customer does not know their account information, ask them to check their billing statement or online account profile page.
Make sure to enter the required information correctly, otherwise port completion may take more than one (1) day.

Contact Information

In the Contact Information section, enter the following information then select Continue.

First, Middle and Last Name.
Contact Phone number (this number can be the same number the customer is porting in or a different one).

Address Information

Enter the customer’s address. Make sure the address entered is the same as what is in the customer’s billing statement of the current provider.

Instruction Page

Bring Your Own Phone (BYOP) Devices

The below page shows instructions for BYOP customers.

Branded Devices

This section shows instructions for smartphone customers.

Transaction Summary

The page below is the customer’s transaction summary. Once done, click Close.

Frequently Asked Questions

1. Can I port a number from another Tracfone Brand such us Straight Talk, Walmart Family Mobile, Net10, Simple Mobile, Total by Verizon or Tracfone?

Only phone Numbers from External providers are supported as part of this first implementation. Customers will need to call Customer Care to activate the device. Agents will see this error message:

“Unfortunately, we cannot process this port request at this time. Please activate with a new number and instruct the customer to call Customer Care at 1-800-378-1684 to port the line after the activation is completed.”

2. What are the main reasons an External Port fails?

Resolution Required I: Incorrect account information – not complete or incorrect information provided by the port initiator during the port process.
Number not active: number is disconnected with the old service provider.
Port Cancellation: Cancelation request from the customer
The number requested is not portable: the old service provider does not have a porting agreement.

3. If the Port has not been completed after 30 minutes, call the Port Onboarding number below:

Port Onboarding at 1-866-806-1840 (PIN 332264).

Phone Onboarding

If an External Port was not completed after 30 minutes, call the Port Onboarding at 1-866-806-1840 (PIN 332264).

Errors

Transferring MIN that belongs to Tracfone Brand

Lifeline ID is associated to a BYOP Device

If YES: Continue with the transaction.
If NO: Do not continue with the transaction.