If you have problems transferring your number or activating your Google Fi service, use this article to help troubleshoot.
Troubleshoot activation & transfer issues
Before you check for carrier-specific issues, you can:
- Restart your phone: A simple restart can fix temporary issues.
- Check your Wi-Fi connection: Connect to a stable Wi-Fi network during activation.
- Reinstall the Google Fi app: To have the latest version, uninstall and reinstall the app.
- Confirm device compatibility: Check if your device is compatible with Google Fi and unlocked from your previous carrier.
- You can use Google Fi’s compatibility checker.
Troubleshoot "Couldn't transfer your number" error
If your number transfer doesn't go through, you get a notification in the Google Fi app with the next steps. Transfer errors usually occur when your provided account details don't match the information on file with your previous carrier.
Before you start your transfer or if you encounter an error, check the instructions in the Google Fi app or website. If there’s still an error after you follow the instructions, contact your previous carrier to:
- Verify these account information details are correct and up to date:
- Your account number
- PIN
- Billing address
Tip: Check carrier-specific account information below.
- To confirm if you can transfer your number, ask your previous carrier to:
- Check if there are any porting blocks or other restrictions on your account.
- Release your number for porting.
Once you have the correct information, to retry the transfer, follow the instructions in the Google Fi app.
Information that may show up as an error include:
- Typos
- Incorrect account numbers or PIN
- Account numbers with dashes
- Incorrect zip codes
- Incorrect address
- Some carriers require a full address to complete a number transfer. When you submit the number transfer, make sure that the address that the previous carrier has on record matches your Google Fi service address.
Transferring your phone number to Google Fi Wireless | Step-by-step guide
Verizon
You must have:
- The Verizon number that you'd like to transfer
- The Verizon account holder’s name
- The Verizon account’s billing address
- Your Verizon account number
- Your Verizon number transfer PIN
If you’ve set up Verizon Number Lock, you must remove it.
Learn how to transfer your number from Verizon.
If you have trouble finding the info, sign in to your Verizon account or contact Verizon support.
AT&T
You must have:
- The AT&T number you'd like to transfer
- The AT&T account holder’s name
- The AT&T account’s billing address
- Your AT&T wireless account number
- Your AT&T number transfer PIN
Learn how to get the necessary information. If you can't find the information, sign in to your myAT&T account or contact AT&T support.
To start a number transfer, get a Number Transfer PIN. Use that PIN to start the number transfer on the Google Fi website.
For questions about AT&T port protection and Number Transfer PINs, contact AT&T Support.
After you start the number transfer, you may get a text message from AT&T that asks you to confirm the transfer. Once you respond to the text message, try the number transfer again.
Important: If you don’t receive a text message from AT&T, make sure that your service is active and your AT&T SIM card is in your phone. If you still don’t receive a text message from AT&T, contact AT&T’s Global Fraud team at 877-844-5584 for assistance.
T-Mobile
You must have:
- The T-Mobile number that you'd like to transfer
- The T-Mobile account holder’s name
- The T-Mobile account’s billing address
- Your T-Mobile account number
- Your T-mobile number transfer PIN
Google Voice
Other Carriers
If you transfer from another carrier, you can usually find the relevant information on your bill.
You must have:
- The phone number that you'd like to transfer
- Name of the account owner
- Account number from your current carrier
- Account PIN or passcode
- Billing address of the account owner
Transfers can take up to 48 hours before text message service works.
Contact your previous carrier if they use port protection. If your account’s port protection is on, you must turn it off before you can transfer your number to Google Fi.
To learn how to turn off port protection, contact your old carrier.
VoIPs
There's no standard set between VoIP providers for number transfer requirements. You can ask your VoIP provider to find out what you need to transfer your number to Google Fi.
VoIP number transfers can take up to 5 days to complete.
Prepare your contacts & messages
If you keep your current phone, the transfer doesn’t affect your contacts and messages.
Re-enter your info and then try to transfer your number again.
Manage a "Contact us" notification
The Google Fi Support team must fix certain issues. If you get this notification, contact an agent who supports Google Fi.
Find out how long a number transfer takes
You can start your number transfer once you have your phone. You can check the status of your transfer in the Google Fi app.
Mobile number transfers usually finish within a few hours, but some may take up to 2 business days. Transfers from landlines or Voice over IP (VoIP) services might take longer.
Important: If your transfer takes longer than expected, contact your previous carrier to:
- Confirm they release your number.
- Check if there are any porting blocks on your account.
If issues continue after you speak with your previous carrier, contact an agent who supports Google Fi.
Learn why some features don’t work after a transfer
Some features might not work right after your transfer completes. There might be a short period before you can send and receive text messages.
Tip: After you get a notification that your number transfer is complete, restart your phone to apply the new settings.