A refusal is almost always due to a mismatch between the information you provided to UNDO and what your old operator has in their system. The four most common reasons:

– Incorrect customer number. The customer number at your old operator (often “numéro de client” or “client number”) must match exactly. You can find this number on your invoices.

– Incorrect SIM card number. The SIM card number at your old operator must match exactly. You can find this number on the SIM card itself from your old operator.

– Wrong operator. This happens if you indicated a wrong previous operator.

– Outstanding invoice. Some operators refuse a transfer if there is still an unpaid invoice outstanding.

Did you receive an email from UNDO saying your transfer was refused? Reply to that email with the corrected information, or contact us. We will then submit a new request. You don’t need to place a new order.