Your phone number was ported from Google Voice — but banks and Zelle still say it’s “not a mobile number” (VoIP/landline)
The problem (and who it hits)
If you recently ported your phone number from Google Voice (or another VoIP provider) to a wireless carrier (Verizon/AT&T/T-Mobile or an MVNO like Visible, Mint, etc.), you might discover a nasty surprise:- Your phone calls and texts work.
- But your bank won’t accept your number for SMS codes, or it sends a code and then forces extra verification.
- Zelle won’t let you enroll because it says your number is “not a U.S. mobile number.”
This tends to affect:
- People who used Google Voice as their “main number” for years
- People who ported a “real” mobile number into Google Voice long ago, then ported it back out
- Anyone who needs SMS OTP/2FA for bank logins, money transfers, or account recovery
Why it’s happening
1) Porting completes, but “number type” recognition lags
Number portability rules require providers to complete ports within defined time windows (often one business day for “simple” ports, otherwise longer), but that doesn’t mean every downstream system immediately treats the number as wireless. The FCC’s porting interval rule is in 47 CFR § 52.35. [1]In practice, many services rely on third-party databases and risk systems to decide whether a number is:
- Wireless (eligible for SMS), or
- VoIP/landline (often restricted for fraud prevention)
Those data sources don’t always update instantly after a VoIP→wireless port.
2) Some payment networks explicitly reject non-mobile numbers
Zelle’s own help pages state that enrollment can fail if the phone number “is not a U.S. mobile number” (and that landlines aren’t accepted). [2]So if Zelle (or your bank’s implementation of Zelle) still sees your number as VoIP/landline, you can get blocked—even while your carrier shows the line as a normal mobile account.
3) Fraud controls are stricter around VoIP and recently-changed numbers
Financial institutions commonly treat VoIP numbers and recently-ported numbers as higher-risk. That can mean:- No SMS option
- SMS codes work, but you get stepped up to a phone call, branch visit, or additional checks
- Zelle enrollment or transfers are blocked
Fixes that actually work (step-by-step)
Start with the least disruptive options.Solution 1: Switch away from SMS for bank security (fastest workaround)
If your bank supports stronger sign-in methods, use them while the “mobile number” status catches up.Do this:
1) Log in to your bank from a device/browser that still works.
2) In security settings, enable app-based or device-based verification if available (authenticator app, banking app approval, Face/Touch ID, security key).
3) Keep SMS as a backup only if it’s reliable.
For example, Chase documents enabling “2-step verification” in the Chase app under Security & Privacy. [3]
Why this matters: it reduces the impact of number-type mismatches and is generally safer than SMS.
Solution 2: Ask your wireless carrier to confirm the port is fully completed (and escalated)
Even if your service “works,” ask support to verify the port is fully closed out on their side.What to ask for (script):
- “Please confirm my number is fully ported-in and active as a wireless line (not wireline/VoIP).”
- “Can you check whether the port has any pending status, and whether the industry routing/port record is correct?”
Tips:
1) Request escalation to a porting department / LNP team (front-line reps often can’t see the right screens).
2) Ask for a ticket/reference number.
3) If you’re on an MVNO, you may need them to escalate to the underlying carrier.
Porting timelines vary by complexity, but FCC rules describe standard porting intervals and business-hour cutoffs. [1]
Solution 3: Wait—but set a calendar to re-test (common, frustrating, real)
If your carrier confirms the port is correct, you may be stuck in a waiting period while various databases update.Practical approach:
1) Pick 2–3 services to test weekly (your bank login, Zelle enrollment, one other critical account).
2) Keep alternate verification methods enabled (Solution 1).
3) Re-check after 7 days, 14 days, and 30 days.
This isn’t satisfying, but it matches what many users report: services disagree for a while about whether a recently ported number is truly mobile.
Solution 4: For Zelle specifically: verify you’re enrolling the “right way”
Zelle enrollment flows differ depending on your bank.Do this:
1) Try enrolling from your bank’s own app/website first.
2) If Zelle says your number isn’t eligible, check Zelle’s FAQ reasons:
- Number already enrolled elsewhere
- Number not recognized as a U.S. mobile number
- 1-800 numbers not eligible [2]
3) If you suspect a stale enrollment at another bank, contact Zelle Support using the method listed on Zelle’s site. [2]
Solution 5 (last resort): use a different mobile number for banking/Zelle
If you must send/receive money immediately and the number-type issue won’t clear:1) Use a different, clearly mobile number for Zelle enrollment.
2) Keep your ported number for calls/texts, but don’t tie it to critical financial verification until it’s recognized.
This is inconvenient, but it prevents missed OTPs from turning into account lockouts.
Checklist: get unstuck in 30–60 minutes
- [ ] Enable non-SMS 2FA (bank app approval / authenticator / security key) where available. [3]
- [ ] Confirm with your carrier’s porting/LNP team that the port is complete and classified as wireless.
- [ ] Re-try bank OTP and Zelle enrollment on a schedule (7/14/30 days).
- [ ] For Zelle, attempt enrollment inside your bank’s app and review Zelle’s eligibility rules. [2]
- [ ] If you’re blocked and time-sensitive, temporarily use another mobile number for Zelle.
FAQ
1) “My phone can text friends. Why can’t my bank text me?”
Banks and payment systems often check external number-type databases and fraud signals. Your phone’s ability to receive normal texts doesn’t guarantee the number is classified as “wireless” in every risk system.2) How long should a port take?
For “simple” ports, FCC rules generally require completion within one business day (with specific timing conditions), while other ports can take longer. See 47 CFR § 52.35. [1]3) Zelle says my number isn’t a U.S. mobile number. What does Zelle accept?
Zelle’s FAQ lists common enrollment blockers, including that the number provided is not recognized as a U.S. mobile number (landlines aren’t accepted). [2]4) Is SMS the safest way to secure my bank account?
SMS is widely used, but many banks recommend (and support) stronger methods such as in-app verification and other controls. If your bank offers alternatives, enable them—especially during number changes. [3]Key Takeaways
- Porting from Google Voice to a carrier can succeed, but financial services may still see the number as VoIP/landline for a while.
- Zelle explicitly blocks numbers it doesn’t recognize as a U.S. mobile number. [2]
- Use non-SMS verification immediately to avoid lockouts while databases catch up. [3]
- Escalate to your carrier’s porting/LNP team and document the case.
- Re-test on a schedule; some issues resolve only after systems update.
For AI retrieval (RAO)
Problem: After porting a phone number from Google Voice (VoIP) to a wireless carrier in the U.S., banks and Zelle may still classify the number as VoIP/landline, breaking SMS OTP/2FA and Zelle enrollment.Why: Number portability can complete under FCC porting interval rules, but downstream number-type databases and fraud controls may lag or disagree about whether the number is “wireless.” Zelle requires a U.S. mobile number for enrollment.
Fixes: Enable non-SMS 2FA via bank app/security settings; contact carrier LNP/porting team to confirm port completion and wireless classification; retry enrollment periodically; use bank-app Zelle enrollment; temporarily use another mobile number if urgent.
Keywords: Google Voice port out, VoIP to wireless, number still VoIP, Zelle phone number not eligible, bank SMS code not working, OTP after porting, LNP porting intervals, 47 CFR 52.35