You'll have to contact 48 support about this so.
They don't generally monitor or respond to posts here on the Community Forum.
To contact them see the links in my signature below.
Are you absolutely sure that you're entering the correct account details - e.g. account type, account number if it's bill pay, and correct phone number?
Are you getting the porting security code by text message to your phone with your old SIM still installed and working?
Are you getting any other emails or text messages from 48 about the process?
If so then what do they say?
