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Posts: 1
Registered: ‎09-07-2019

Transferring cell number to new phone

Hello - I'm trying to buy a new phone. I recently paid off my Samsung S8 and was going to pre-order a Samsung A50. I chose the AT&T model but once I get everything in to transfer my old phone number, I get this message: 


Sorry, the phone number you entered cannot be transferred.
Please make sure you entered your phone number correctly, or choose to be assigned a new number. If you're unable to transfer online, you can contact your previous carrier for assistance after you get your new phone.


Any idea why I can't transfer my number? It costs $150 more to just get an unlocked phone....any help would be appreciated. Thanks

Posts: 2,277
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Registered: ‎10-19-2017

Re: Transferring cell number to new phone

Good morning, HalleDuray,


Welcome to the Best Buy forum community! Congrats on paying off your phone and thanks for the great question.


There could be a few things happening, but, when transferring a phone number to AT&T, it’s my experience that once you receive the new AT&T phone, you should be able to go to and enter your phone number you’re trying to port to the new network. Once you enter in that information, it should prompt you to enter the PIN number from your previous carrier. Once that’s entered, you should then receive confirmation of the request along with an estimated time frame for the port to complete. Once the port is completed, you should then receive a free text message from AT&T to let you know and welcome you to their network.


However, if you don’t have your previous carrier’s PIN number, after the new AT&T phone is in your possession you would indeed need to contact the customer service department from your previous carrier to retrieve your PIN. In some cases, contact with the previous carrier may also be necessary because the actual phone number must be released by that network or the line may need to be opened for porting.


I hope this helps! If you would like, you’re also welcome to head into one of our store locations to speak with one of our mobile experts. One of those experts may even be able to assist you with placing your order in store if you run into troubles.


Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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