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Request fixed or mobile number portability in Portabilidade. 0800 and special numbers are not accepted. Use the current carrier contract holder's details, matching a recent bill.
Documents and request
Individuals need a recent bill and RG/CNH. Companies also need CNPJ registration, company articles and legal representative RG/CNH. Files: PDF, JPG or PNG, at most 5 MB each.
Choose Nova portabilidade. Add numbers with area code and confirm fixed/mobile type and current carrier. CSV import accepts one number per line as número;operadora. Maximum 50 numbers per request, 10 ongoing requests per account; a number cannot be in two ongoing requests.
Enter the holder's details, upload documents and select preferred date/shift: morning 09:00–12:00 or afternoon 14:00–18:00. Choose a weekday at least 3 business days away, within 60 days. The current carrier confirms the actual schedule. Review and accept the declaration before submission. Draft details stay in the browser; unused uploads expire after 24 hours and must be uploaded again.
Tracking and corrections
Keep the PT-YYYYMMDD-XXXXXX protocol; it differs from ND support tickets. Open the request for its timeline, each number and document, and history. Stages cover receipt, document review, waiting for you, carrier processing, scheduling, full/partial completion, refusal or cancellation. Partial completion and refusal display reasons.
If documents are refused, read the reason and use Enviar novo arquivo. Review resumes after all missing files are replaced. Reminders may arrive on days 2 and 5. Email also confirms receipt, carrier submission, schedule, the day before transfer, and final outcome.
You may cancel while received, under document review or waiting for you. After carrier submission, contact support with the protocol. Older requests remain tracked in their original portability center.
If a number is missing after completion, contact support. For errors, verify number format (mobile has nine digits after DDD, starting with 9), file size/format, duplicate ongoing requests and expired uploads.