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Account Number, Porting my number out

Firstly, it may be of some use to display your Chat hours in an area on your website where it can be readily accessible and isn't hidden behind layers of pages or posts here in your forums. I would of never known that your online chat hours are from 9am to 9pm EST had I not stumbled my way here into your forums and read through some of the older posts.

Secondly, I'm curious to know and understand why we are unable to have access to our Account Numbers without first contacting you through either of the avenues in which you provide support. When clicking "My Account" in the upper right hand corner of the screen here, I'm expecting to find all things regarding my account - including something that [in my opinion] should be a no-brainer like an Account Number. Is there a reason this information is locked away from us? Even beyond logging into what appears to be an SSL enabled site with secure logins?

 

Onto my issue: I have recently decided to begin service with Google. After some research, I found some older posts from 2016 of people inquiring about porting their TextNow numbers to a different carrier. In one of the posts, I saw a representative (?) respond to the person and tell them that they "would need their account number and/or Pin number" to complete the process. Judging from the bulk of these posts, it seems like you're funneling everyone to the Online Chat option - which leads me to believe I'm to receive the same fate.

 

In Summary
I want to port my TextNow number out. I need my account number to do so. Is there absolutely no way whatsoever for me to obtain this information via Email? I am more than willing to validate or verify any and all information pertaining to my account. I currently work at a job where I don't get home until about 6pm [PST], which is 9pm back East - clearly outside your window for online support. I see that you have Saturday hours, which is nice - but I've got my SIM card from Google now. I'd like to get this taken care of sooner than later, as I'm due to travel soon and would very much appreciate a more reliable option for correspondence while I'm away from home. I don't particularly want to wait until the weekend to take care of this if it can be avoided. Even more so if Google does not operate on the weekends - then I'd have to wait until the beginning of the week in a game of tag with everyone, over a request that could/should/would take literally seconds. (Ask me questions to verify information, give me account number and/or "pin" upon satisfactory verification, start port forwarding process on your behalf). Unless something is eluding me with respects to this interaction, I fail to see how it gets any more complex than that, and how or why it can be this difficult to complete an otherwise routine procedure.

If I come across as snarky or rude, I don't mean to and apologize if that is how this is being taken. I will admit that I've been a bit frustrated trying to navigate this "pan's labyrinth" of a website here, being met with little to no information. I don't know if this is simply how it works for customers who have not purchased a device or service plan through you, and are just using the Application - but to say these last couple of days on the site have been troublesome would be and understatement. Nevertheless, my struggles are in no way meant to be an indictment on any of the representatives who assist us with these issues.

 

Please advise, and thank you.

 

With respect,
Dave.

Dave Passmore Jr

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13 comments

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Hey Dave! Sorry to hear of that inconvenience. We've had some recent issues with displaying the pin number through the "my account" portal, so we've had to pull that back. 

You can certainly email us at community@textnow.com, and we'll be able to assist you to provide you with the necessary information there :)

Valeria TextNow Support 0 votes
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I am having some of the same problems as Dave. I received all of my porting info from a tech with the online texting, which is not convenient. My new carrier has tried three separate times now to port my number and TEXTNOW is not cooperating. They have cited address errors as the problem. I received your Proxy address from my texting online Tech, but with all of the info exactly as it was given to me, my number after about 7 - 10 days is still not ported. If I call my number in question, your company message tells the caller that the TextNow subscriber I am trying to reach is not available. Interesting!! I guess it is time to contact the Better Business Bureau, The U.S. Federal Communications Commission and write a blog titled: TextNow, but don't Port Your Number Now! 

Thank You for making this so much more difficult than it has to be.

Sincerely, Robert Fish 720 523-8722(the useless phone number in question)

Robert Fish 0 votes
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Hi Robert,

I sincerely apologize for the inconvenience you've been experiencing. I've taken a look at your account and will be emailing you to confirm the port out information you will need to resubmit your port request to your new carrier. 

Please following up with me there if you have any further questions going forward.

Erin TextNow Support 0 votes
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I am having the same problems as the other 2 I spoke with an agent on chat and they told me to have the carrier email them at porting@textnow.com which they did and they havent recieved a reply from text now so wondering where to go from here?

justin cantwell 0 votes
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Hi Justin,

It looks like our porting team received the request and was able to follow up with the porting information today. Please let us know if you did not receive the reply or need any further assistance.

Erin TextNow Support 0 votes
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Is there an article that could walk me through the process of porting out my number?

Nathan Lindsay 0 votes
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Hi Nathan, For porting out your number you will need to simply request that your new carrier email porting@textnow.com on your behalf to request your account's port out details. Our porting team will be able to work with them directly to get this completed for you.

Erin TextNow Support 0 votes
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I've been looking for my account information for the past week! I'm having the SAME issues as Dave, Robert, Justin and Nathan. I've tried your instant chat service and of course that did not help one bit. I've emailed both of the above emails.... Just someone please help me out here!!! I want to port my number but of course the new company keeps saying my account information is wrong. I'm giving them everything i know but the port keeps getting denied :(  HOW do i get my account info?

 

Kim D 0 votes
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Hey Kim! 

Sorry for the confusion, but since you have a free number, it is actually on your new carrier to email porting@textnow.com for further assistance. The porting team will only assist directly with carriers (so your email to them would not be answered, I'm afraid) 

 

Valeria TextNow Support 0 votes
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Thankyou Valerie from Text Now support

I just had my new carrier email porting@textnow.com 

Please watch for their email and get back to them with my account information ASAP. Thankyou so much!

Kim D 0 votes
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PLEASE email my new carrier my information ASAP! THANKYOU

 

Kim D 0 votes
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I asked T-Mobile to email you and they said they CANNOT email you guys to get MY INFORMATION! PLEASE GIVE ME

  1. MY account number
  2. MY pin number
  3. MY address
  4. AND ANYTHING ELSE I NEED TO PORT MY NUMBER!!!!!!!!
Kim D 0 votes
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Hi Kim! I'd please ask that you contact us community@textnow.com with a transcript/screenshot of the message with TMobile whereby they refused to email our porting team, so we can assist you further. 

Valeria TextNow Support 0 votes
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