Can’t Receive Transfer PIN Because AT&T SIM Card Was Deactivated Suddenly Today

[Jraye]

Please note, I have a Straight Talk AT&T Sim Card and that’s what I’m talking about here. However, since Tracphone owns ST I’m assuming it’s ok to post here. Please let me know if it isn’t.

Per customer service, called (866)202-8222 ext 837439 to request number transfer pin be sent by email instead. After talking to two different reps, the email can only be sent after they initialize it by sending a text to my phone. Even after explaining I don’t have access to text/calls on my SIM since they deactivated SIM (shows SOS only), they still said this.

One rep said to go buy a new ST phone/SIM and have current number transferred to new phone/sim and then transfer pin could be sent. However, I’ve read that in order for service to be transferred to new phone/sim they have to send a code to old phone/sim to process activation. Is that true? If so, how do I handle this?

To note: no Verizon service at home/current phone isn’t Verizon compatible. Since they’ve deactivated my current ST AT&T SIM my plan is to switch my service directly to AT&T postpaid account hence trying to get number transfer PIN.

Had received a mailer directly from ST that stated in fine print that current service plan would remain active until at least November 24, 2023. So while I knew I would have to switch eventually due to this information as well as dealing with aftermath of death in family, switching was put on back burner.

Appreciate any help given!

EDIT: Just an update. Had to buy a cheap Verizon ST phone/SIM to have phone number transferred to. Was able to activate without a need for a text to be sent to the inactive AT&T ST SIM card. Once phone number was active on the new Verizon ST phone/SIM was able to request the NTP by text. Ended up having to call a rep because the NTP request by text wouldn’t actually text the actual number transfer pin. But rep *was* able to send one by text once the situation was explained.

Once the NTP was received, immediately went to local AT&T store and ported number over to a postpaid plan with a new phone. So no more dealings with TF/ST for that number!

[Slepy]

I think you're in some weird limbo here... Some reps allow account verification texts to be sent to an email address attached to the account, but don't know about the NTP. To transfer your number, your service needs to be working.

From what you're saying, you got force switched from AT&T to Verizon, and you don't have a Verizon compatible phone.

If they really force switched you and you don't have a working phone nor a signal where you live, file an FCC complaint here:
https://consumercomplaints.fcc.gov/hc/en-us

That's probably the only way to get your number ported out, without you having to go buy a Verizon ST/Tracfone compatible phone, switch your service to that phone and then drive somewhere where you can get a signal to receive the text. The regular CSR channels are pretty much powerless/useless.

[jet1000]

However, I’ve read that in order for service to be transferred to new phone/sim they have to send a code to old phone/sim to process activation. Is that true? If so, how do I handle this?

They should let you activate a new device on your existing line if you have another way to verify your account, such as sending a code to the email address they have on file. That's usually their second choice if they can't send a code directly to a phone to verify it.

That's probably the only way to get your number ported out, without you having to go buy a Verizon ST/Tracfone compatible phone, switch your service to that phone and then drive somewhere where you can get a signal to receive the text.

Yes, that's what I would do if I wanted to keep my phone number. Get the port code and then say good by to ST forever.

[Jraye]

I think you're in some weird limbo here... Some reps allow account verification texts to be sent to an email address attached to the account, but don't know about the NTP. To transfer your number, your service needs to be working.

Every time I spoke with a rep today (and there were many) they always sent me an account verification text through my email that I had to verify before we could proceed with the call. So there was no problems with that. It’s just when I asked for the number transfer pin to be sent by email they decided they couldn’t do that by email until they sent a verification text to my phone first! I mean dude I’ve calmly explained the very reason I need the ntp by email is because my SIM card is dead/can’t text/call! It was driving me insane!

And I’ve got no problem going to Walmart and getting their cheapest ST phone along with a new sim, transferring my current number to that, if it’ll allow me to leave ST in the rear view! 😂 Will have to make sure I’m at my mom’s (lives in a different town which has Verizon service) to set up the new phone/sim and then hopefully get the ntp through text at that time. Hassle but end game will be worth it!

Appreciate the reply!

[Jraye]

They should let you activate a new device on your existing line if you have another way to verify your account, such as sending a code to the email address they have on file. That's usually their second choice if they can't send a code directly to a phone to verify it.



Yes, that's what I would do if I wanted to keep my phone number. Get the port code and then say good by to ST forever.

Now that I think about it they have to have an alternate method to activate new sims/phones other than text to old sim because what happens if people’s SIM cards go bad and they’re forced to get a new SIM? Because basically that’s what has happened to me.

Plan to go get the cheapest ST phone and SIM card tomorrow and call them to activate with my current ST number. Going to keep it simple and say I just purchased a new SIM and phone and need to transfer my current number to those. If they’re asking to send text to current SIM that’s when I’ll let them know it’s bad (which is the truth) and that’s why I bought new SIM and phone.

I was getting account verification codes through email every time I spoke with a rep today so there’s no issue with that. It’s when I asked for the ntp through email that it became an issue.

Once I get my current number transferred to a ST Verizon SIM card/phone where I can actually get the ntp through text, I’m out! Will be going to AT&T and getting a postpaid plan with a new iPhone.

Appreciate the reply!

[hpham]

With a TF account, you can log in and request an NTP. I don't know if there is a way to ask that it be sent by email. Give it a try with your ST account.

[PaulCrawhorne]

Dunno if ST works the same, but Tracfone can usually send a verification text to an inactive SIM

[Jraye]

On your account page on the ST website, you can request a NTP. However, it doesn’t give you an option as to how you want to receive. And the default and only option available is text to your phone. ��

[Jraye]

Dunno if ST works the same, but Tracfone can usually send a verification text to an inactive SIM

I tried I believe three different reps and once we got to the step of sending an NTP by email they all said a text would have to be sent first in order to authenticate the request. Explained that my SIM was bad (phone shows only SOS even after troubleshooting with reps) and they said they couldn’t send it.

I believe the customer service number I was using was actually Tracphone, too, so I was speaking with TF reps. Did I get unlucky and get three different reps that were not knowledgeable? With my luck it wouldn’t surprise me!

[hpham]

I tried I believe three different reps and once we got to the step of sending an NTP by email they all said a text would have to be sent first in order to authenticate the request. Explained that my SIM was bad (phone shows only SOS even after troubleshooting with reps) and they said they couldn’t send it. !

Your SIM isn't “bad”, it's just inactive. If TF system can send texts to an inactive SIM as was suggested, then request an NTP through your ST account and see what happens. If it comes back as failed, then we know an inactive SIM can't receive a text from TF system.

[PaulCrawhorne]

Alex says:

This si Alex from TracFone Wireless. We read your post, and we value your patronage. Please know that authentication process is really necessary to make your account secured. TracFone and Straight Talk Wireless is uses the same tool. And, we can't send the verification code nor the number transfer PIN (NTP) via to the deactivated SIM card.

Please be informed as well that there are another way to authenticate your account and these are the following:
1. Through text message.
2. Via email.
3. The multi factor authentication. It should be composed of: (a) Security PIN (b)Security Question (c) two frequently dialed number, it should be within 60 days.

Additional information:
Text "NTP" to 611-611, use the 4 digit code it sends back in the section on Fi for your transfer pin. Then for your account number, use the IMEI from your current phone. Make sure you have your name and billing address correct on your StraightTalk profile.

[Jraye]

Alex says:

This si Alex from TracFone Wireless. We read your post, and we value your patronage. Please know that authentication process is really necessary to make your account secured. TracFone and Straight Talk Wireless is uses the same tool. And, we can't send the verification code nor the number transfer PIN (NTP) via to the deactivated SIM card.

Please be informed as well that there are another way to authenticate your account and these are the following:
1. Through text message.
2. Via email.
3. The multi factor authentication. It should be composed of: (a) Security PIN (b)Security Question (c) two frequently dialed number, it should be within 60 days.

Additional information:
Text "NTP" to 611-611, use the 4 digit code it sends back in the section on Fi for your transfer pin. Then for your account number, use the IMEI from your current phone. Make sure you have your name and billing address correct on your StraightTalk profile.

Says there that they can’t send NTP via a deactivated SIM card, so there’s that. I feel like there’s two separate things at play-authenticating the account *and* authenticating the request for the NTP.

I can authenticate my account easily. I was sent a verification code *through email* every rep I spoke with to confirm that I was account owner hence authenticating the account. The road block is hit when trying to authenticate the actual NTP request- reps I spoke with said it couldn’t be sent by email without authenticating the request through a text first. So what gives? I was never offered the option of the multi factor authentication at any point during my conversations with any of the reps I spoke with. I’m wondering if doing the multi factor authentication could take the place of authenticating the NTP request by text.

[hpham]

The road block is hit when trying to authenticate the actual NTP request- reps I spoke with said it couldn’t be sent by email without authenticating the request through a text first.

After all the news articles about people losing their phone numbers due to scammers ported out the phone numbers without the owners' knowledge, I think TF and other carriers are now more stringent with approving a port-out request.

Looks like you might have to get a cheap ST Verizon phone (or a ST Verizon BYOP SIM if there's such a thing), have your former ST/AT&T service transferred to it, then go to a location with Verizon service to request and receive the NTP by text.

[Jraye]

Looks like you might have to get a cheap ST Verizon phone (or a ST Verizon BYOP SIM if there's such a thing), have your former ST/AT&T service transferred to it, then go to a location with Verizon service to request and receive the NTP by text.

That’s exactly what’s being done now! My husband is helping me since I ended up having to go into office today, but he’s currently at my mom’s who has Verizon service at her house in the next town over with a cheap ST Verizon phone/sim that he just purchased from Walmart this morning, getting our phone number transferred to that Verizon based ST phone/SIM. Once it’s activated and transferred, he’ll then request the NTP code from that phone and head directly to the AT&T store in the town where he’s currently at with that NTP and get off of ST/TF!

What an absolute hassle!

[advcomp2019]

I told you this over at reddit too.

I have never tried doing this myself. That is why I said what I did over at reddit.