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Port-Out Policy

Updated

1. Your number, and the cost

  • Your number belongs to you. Flex Mobile charges nothing to release it.
  • There is no contract and no early termination fee. You can return later.

2. Port-Out Protection (automatic, 120 days)

  • Port-Out Protection is applied automatically to every newly activated line and stays on for 120 days from activation.
  • While it is active, no port-out can be processed, this protects your number against unauthorized transfer and SIM-swap / port-out fraud.

3. Before you start

  • Keep your subscription active. Do not cancel first, a cancelled number cannot be moved. Your Flex line closes automatically once the number leaves.
  • Make sure Port-Out Protection is off (see section 2).
  • Ensure the name and address on your Flex account match what you give the new carrier, mismatches cause rejections.

4. What the new carrier will ask for

  • Your Flex Mobile phone number
  • Your Flex account number
  • Your Flex transfer PIN (port-out PIN)
  • The billing address on your Flex account

Where to find them: sign in to the portal, open your subscription, and read the Port-out account number and Port-out PIN from the bottom of the page.

5. How the transfer goes

  1. Sign up with the new carrier and tell them you are keeping your number.
  2. Give them the four details above.
  3. Keep your Flex SIM or eSIM in the phone until the transfer completes.
  4. The new carrier confirms when the number has moved. Your Flex Mobile service ends at that point.

6. What happens to what you paid

  • Prepaid multi-month plans: refunds are available for unused full months only. The month already started is non-refundable.
  • Approved refunds are issued by check once a mailing address is confirmed.
  • Top-ups are non-refundable and are forfeited on termination.

7. Your device

  • Flex Mobile does not lock devices, so your phone can be used on another carrier once the number moves.

8. If the new carrier says the details are wrong

  • Re-read the port-out account number and PIN from your subscription page character by character, a single wrong digit is enough to fail it.
  • If it still will not go through, contact Flex Mobile support before cancelling anything.

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