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Hello. My name is Michael. I can help you with your question.
It sounds like you are porting a phone number, and to do that, the new provider is missing some information to do that. The information that they are missing is usually the account number of your previous provider - make sure they have that - if you have Boost Mobile, the only way to get that account number is ***** call Boost. If they already have your account number, then they just need the secret code that you are asked for when you call your original provider for support. In most cases, this is a 4 digit pin number. Please let me know if you still have questions, along with any additional details you can provide.