To complete the tasks in this article, you’ll need to be an administrator. Learn more about Teams administrator permissions.
If your number has not successfully moved across (ported), there are a few things you can check:
Suggested help
Port request hasn’t completed
The port order is still pending or hasn’t been fully processed.
Suggested solution
- Confirm with BT that the port order has been marked as Completed (please allow 24 hours for sync).
- Check that the scheduled port date/time has passed.
- If the port is stuck, BT may need to re-submit or correct the order. In this case, please contact our support team.
Numbers not syncing between BT and Microsoft Teams
There is a delay in synchronisation between the operator and Microsoft Teams.
Suggested solution
- Allow up to 24 hours after port completion for sync.
- If the number appears in the BT portal but not in Teams, request a resync from BT.
- Refresh Teams Admin Centre and check again under: Voice > Phone numbers > Operator Connect.
Number region doesn’t match tenant region
The number’s country/region doesn’t match your tenant location.
Suggested solution
- Verify the number’s country code.
- If the number data is incorrect, contact our support team to correct it.
Number Ported but not Showing in Teams Admin Centre
The number has not yet been allocated to your tenant by BT.
Suggested solution
- Check the BT portal to confirm the number is visible. If it is, confirm it is assigned to the correct tenant ID, by contacting our support team.
- Refresh Teams Admin Centre after 30–60 minutes.
Incorrect or Missing Porting Documentation
The port request was rejected because the information didn’t match your previous provider’s records.
Suggested solution
- Ensure company name, address, and account number match perfectly.
- BT may need to re-submit the port order. Please contact our support team for further help with this.
Number Ported but not Assigned to a User
The number is in Teams but has not been assigned to a user.
Suggested solution
Confirm the number is in the Operator Connect inventory in Voice > Phone numbers > Operator Connect. Then assign the number to a user. If the number is not appearing in Teams, please contact our support team.
Emergency Address Missing or Invalid
Teams will not activate a number without a valid emergency address.
Suggested solution
- Validate the emergency address in the Teams Admin Centre under Locations > Emergency addresses. If you need to add or change the address, see Adding an emergency location to a phone number.