Port-out request and PIN reset

How do we handle a port-out request and a port-out PIN reset so the customer is authenticated, the PIN is reset securely, and the number is released only with the account holder's approval?

Make the port-out PIN a credential the holder sets, and the release a step the holder approves. Callvu takes the port-out PIN request or the inbound port request from the app, the contact center or the gaining carrier's port order, classifies it (a PIN reset, a PIN display, a port request against the line, a port on a locked account), authenticates the account holder with a secure method before the PIN is set or shown, generates the PIN on a secure screen the agent never sees, notifies the holder immediately of the PIN change and of any port request, validates the port order against the customer service record and the number portability rules, routes a mismatch or a flagged line to the fraud desk in the Decision Desk, and releases the port only after the holder's approval, recording it in the BSS, the system of record. Live at AT&T.

Live at AT&TComplex: multi-party handoffsCallvu moves: chase and verify, classify, decide, write back

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Last updated November 7, 2026.

The problem today

The port-out PIN was read to a caller who knew the account number, and the number left the network before the victim's phone went dark.

Today, without Callvu

A port-out moves the number to another carrier, and with it every account the number protects. The port-out PIN was meant to stop unauthorized ports; it fails when an agent reads it to whoever passes a knowledge question, or when the gaining carrier's order is processed on account data the fraudster bought. The customer learns from the silence.

The FCC's SIM swap and port-out rules require secure authentication before a port-out PIN is changed or disclosed, immediate notification of port-out requests and PIN changes, the option of an account lock, and records; the number portability rules set the port validation on the customer service record and the one-business-day interval for simple ports; the CPNI rules govern the account access. The holder's approval of the release is the control that closes the gap.

A port the holder approved is the only port that should complete.

How it runs

From the requestto the system of record.

A customer requests their port-out PIN (to move to another carrier), or a port order arrives from a gaining carrier against a line. Callvu opens the case on the line.

Account holder: Authenticates, sets or views the PIN on a secure screen, and approves or stops the port.
Contact center or store agent: Starts the request and sees the result, never the PIN.
Gaining carrier: Submits the port order with the PIN and the account data, and receives the response within the interval.
Fraud desk: Decides flagged requests in the Decision Desk.
Callvu: Classifies, authenticates, generates the PIN securely, validates the port order, routes, releases on approval and records.

Classify the request
The request is classified: a port-out PIN reset or display, an inbound port order from a gaining carrier, a port against a line with an account lock, a line with a recent SIM change, password reset or new authorized user, or a multi-line business port (which runs through the letter of authority process); the classification sets the authentication, the notification and the fraud flags.
Chase and verify the holder
For a PIN reset or display, the account holder is authenticated with a secure method (a one-time passcode to the existing device, the account PIN on a secure screen, an app approval, or an in-store identity document); a failure steps up and never falls back to biographical questions; the PIN is generated or displayed on the holder's own secure screen, never read by an agent, and the holder is notified immediately of the PIN change through another channel. For an inbound port order, the order's data (the number, the account number, the PIN, the name and address) is validated against the customer service record and the port is checked for the lock and the flags.
Decide
A PIN request from an authenticated holder on an unflagged line proceeds by rule; a port order that matches the record on an unlocked, unflagged line proceeds to the holder's approval step; a mismatch (a wrong PIN, a name or address that does not match, a locked account, a recent credential change, a pattern) goes to the fraud desk in the Decision Desk with the evidence and only the allowed outcomes (approve after the holder's confirmation, reject the port with the standard reason code, hold, or open a takeover case).
Approve, release and write back
The holder is notified immediately of the port request and approves or stops it on their secure screen (an unanswered request on a flagged line stays on hold); an approved port is released to the gaining carrier within the portability interval with the response, the line and the number are updated in the BSS, the system of record, the final bill rules apply, and the request, the authentication and the approval are retained.

Where it ends: The PIN was set by an authenticated holder on a screen no agent saw, the port order was validated against the record, flagged cases were decided by the fraud desk, and the number left only after the holder approved, with the BSS holding the record. The Decision Trace shows the classification, the authentication, the validation and any decision; the Audit Trace shows the request, the notification, the approval and the release with time.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

FCC SIM swap and port-out rules (47 CFR 64.1120(e) and 64.2010(h), the 2023 Report and Order in WC Docket 21-341): Before changing or disclosing a port-out PIN or effecting a port-out, the carrier must authenticate the customer with a secure method; it must immediately notify the customer of a port-out request and of a PIN change with a means to stop it; it must offer an account lock that blocks port-outs and SIM changes until removed with authentication; it must keep records of port-out requests and the authentication used; and it must protect the authentication information from employee access and train employees.
Local number portability rules (47 CFR 52): Carriers must port numbers on request from the gaining carrier, validating the port on the fields the industry process allows (the number, the account number, the PIN or password, and limited name and address fields under the simple port rules), completing simple wireless ports within one business day and not refusing a valid port because of an outstanding balance or a contract; a port rejected for a mismatch uses the standard reason codes and the customer may resubmit.
FCC CPNI rules (47 CFR 64.2010): Account information including the port-out PIN is customer proprietary network information that may be disclosed only after authentication by a password or an equivalent not based on readily available biographical information, and the holder must be notified of account changes; records of authentication and breaches are kept.

Company policies

The port-out PIN is set or shown only to an authenticated holder on a secure screen; an agent never reads it.
Every port request and PIN change is notified immediately with a way to stop it.
A port completes only after the holder's approval; a flagged or locked line waits for the fraud desk.
The BSS is the system of record for the line, the number and the port; the request and the authentication are retained.

Controls

Request classification with flags and lock check.
Secure authentication with step-up and no biographical fallback.
Secure PIN generation and display.
Port order validation against the customer service record.
Immediate notifications and holder approval.
Decision Desk for mismatches and flags, release within the interval, BSS write and retention.

Clocks and deadlines

Notification: Immediately on a PIN change or a port request, through a channel other than the device being ported.
Simple port interval: One business day from a valid, approved request (47 CFR 52).
Hold on a flagged line: Until the holder confirms or the fraud desk decides; never released by timeout.

Documents and checks

The request with its classification
The authentication method and result
The port order and its validation
The holder's approval and any fraud desk decision
The release, the BSS write and the retained record

In the Decision Trace

The classification and the flags.
The authentication and the validation.
The holder's approval and any decision with the person.

In the Audit Trace

The request and the notification with time.
The authentication attempts.
The approval, the release and the write with time.

The handoff

Between the front doorand the back office.

The front door

The app, the contact center or a store for the PIN; the gaining carrier's port order for the port; the holder approves on their secure screen.

The back office

The fraud desk decides only mismatches and flags; the porting team sees validated, approved orders.

The Decision Desk

A port order that does not match the record, a locked account, a recent credential change or a pattern goes to the fraud desk in the Decision Desk with the evidence and only approve after the holder's confirmation, reject with the reason code, hold, or open a takeover case.

Proof

Live at AT&T.Published results only.

Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.

AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.

TEL-02 · Self-asserted · verified 2026-11-05

At AT&T Business, Callvu worked inside the existing contact center platform with no changes to internal processes.

ATT-03 · Customer-attested · verified 2026-11-02

Every run produces a Decision Trace (why each AI action was allowed) and every workflow execution an Audit Trace (the chronological governance record).

ENF-03 · Self-asserted · verified 2026-11-02

Questions

What buyers ask next,answered plainly.

How does the customer get the port-out PIN?

After a secure authentication, on their own secure screen in the app or from a link; an agent never reads it, and the holder is notified of the change at once.

Can a port complete without the holder?

No. The holder is notified of every port request and approves or stops it; a flagged or locked line waits for the fraud desk.

How fast must a valid port complete?

A simple wireless port within one business day of a valid, approved request under the number portability rules.

Related processes

SIM change and eSIM transfer Account takeover report Account PIN and password reset New line activation and port-in Compared with the alternatives Try it in the sandbox All telecom processes

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