My number transfer has failed, what do I need to do?

Don’t stress! There are a few possible reasons why your number transfer has failed.

#1 Incorrect account number

• Kindly confirm the correct account number through a customer representative from your current provider or bills / invoices.

After you have your correct account number, please re-initiate the port in online by following the steps below:

• Visit this link: Manage Order

• Enter your Date of Birth and the Mobile number and click on the "Login" button and provide the OTP sent to your email
• Click the "Re-Initiate Port-in" then enter the OTP number sent to your mobile number to proceed. 
• Once you receive an email confirmation that the number transfer was complete you can then restart the phone or insert the SIM.

#2 Wrong type of number (postpaid / prepaid)

The same steps above apply, just login into the Manage Order page > click 'Reinitiate Port-in' and submit the correct details.

If you are unsure whether your number is postpaid or prepaid, please refer to this article. 

#3 Wrong name or date of birth (DOB)

Unfortunately, as per port-in guidelines, we can no longer change your name / DOB once the order has been placed and porting is underway.

There are 2 options to resolve this:

1. (Only applicable to customers whose number is under someone else’s plan) Reach out to your previous provider and request the Change of Ownership as the mobile number that you are trying to transfer to us needs to be registered under the same information of the account owner of Circles.Life. After the Change of Ownership has been completed, reinitiate your number transfer through the Manage Order page. 
2. (Only applicable to customers who entered the wrong DOB or name) ​Cancel this order though this link and process a new order with the correct details or under the name of the account owner registered with your previous provider. (Check out this article for more information).

For updating other details (not mentioned above), reach out to us with the correct information so that we can reinitiate the transfer of your number to Circles.Life.

And in case you were wondering, there's no charge to reinitiate the transfer of your number, but the transfer time frame starts again. That means it may take up to 48 hours depending on which provider you're transferring from (for more info, click here). You'll only start getting charged when your number has been successfully transferred to Circles.Life!