Requesting a number port (JAPAN)
A number port allows you to move your existing number from one Telecommunications Service Provider to Zoom Phone.
Requirements for requesting a number port (Japan)
- Completed/Verified KYC
- Account owner or admin permissions
- Available Global Phone licenses
- Completed the initial Zoom Account setup
How to request a number port (Japan)
- Download and complete the required documents.
- LOA
- LOA Japanese sample
- Porting sheet
Note: The LOA and porting form needs to be completed in Japanese double-byte characters and we will require some information in both Kanji and Katakana characters.
- Submit your order here and follow the steps below:
- Please select your request type: Zoom Phone Number Porting
- Product (Optional): Select Zoom Phone.
- Type of issue: New Number Port
- Porting Country: (Select Japan)
- Porting Number Quantity: (Select the range of quantity of numbers to port)
- Subject: New Number Port
- Description: Please provide additional details if needed.
- Attachments:
- Completed and signed LOA (hand-signed or digital signature)
- Completed Porting Sheet
- Copy of your recent invoice from your service provider.
- Zoom will review and confirm receipt of the request and provide an update as the order progresses.
- Zoom will request that your current service provider validate the information on the Porting Sheet, as the transfer request is also dependent on your current service provider.
Your request will either be approved or rejected:
- Rejected: If rejected, Zoom will inform you that your porting request was unsuccessful. Rejection can occur due to a variety of reasons. Zoom porting team will provide you with the cause and how to resolve the rejection (which may require you to contact your current carrier to resolve the issue).
Note: This may add an undetermined amount of time to your porting request. - Approved: If approved, Zoom will inform you that your porting order has been approved with a date for when your number will be transferred to Zoom, and the numbers will be available on or before the day of port for you to manage in the Zoom web portal.
General LNP guidelines
- Only Zoom Phone Product supports LNP.
- The information you provide must match what is on record with your current provider.
- Phone numbers to be transferred must be listed in the LNP form rather than as attachments unless otherwise permitted.
- Number portability checks can only be carried out once the order is submitted. There may be times when providers advise that numbers as non-portable.
- You may experience some loss of service to incoming calls during the port activation window while the porting numbers are in progress.
- Number transfer outside business hours, weekends, local holidays, and end of the month is not supported.
- If the LNP order exceeds 100 numbers, the orders will need to be split into batches and will have to be ported on different dates with 15 business days intervals.
- Before ported numbers can be activated, the required KYC process must be completed for the applicable location/numbers.
- To avoid long processing time, Zoom requires the KYC process to be completed before submitting a port request.
- LNP requests can only be canceled 3 business days before the scheduled cut-over date.
- The list below provides an overview of the supported provider/service combinations for which 0ABJ numbers are eligible for LNP
| Donor Carrier | Service Name |
|---|
| NTT EAST | Hikari Denwa |
| NTT EAST | Kanyu Denwa |
| NTT WEST | Hikari Denwa |
| NTT WEST | Kanyu Denwa |
| KDDI CORPORATION | au Office Number tou |
| KDDI CORPORATION | au Hikari/Cable+ tou |
| KDDI CORPORATION | WebexCalling tou |
| KDDI CORPORATION | Hikari Direct S/Sa igai |
| KDDI CORPORATION | Hikari Direct Type S/Sa |
| NTT Communications Corporation | DirectCall |
| NTT Communications Corporation | home Denwa |
| NTT Communications Corporation | IP-Voice |
| NTT Communications Corporation | IPVoice One Number |
| Chubu Telecommunications Company, Inc. | CTC IPCentrex |
| Chubu Telecommunications Company, Inc. | Komyufa Hikari Denwa |
| Chubu Telecommunications Company, Inc. | BusinessKomyufa Denwa |
| Chubu Telecommunications Company, Inc. | Hikari Denwa Plus tou |
| OPTAGE Inc. | eo Hikari Denwa |
| OPTAGE Inc. | Hikari Denwa Office tou |
| Enecom, Inc. | Mega Egg Business Hikari Denwa |
| Enecom, Inc. | Mega Egg Hikari Denwa |
| QTnet, Inc. | BBIQ Hikari Denwa |
| QTnet, Inc. | QT PRO Hikari Denwa |
| STNet, Incorporated | Pikara Hikari Denwa |
| Rakuten Mobile, Inc. | |
| ARTERIA Networks Corporation | UCOM |
| TOHKnet Co., Inc. | |
| ＺＩＰ Ｔｅｌｅｃｏｍ株式会社 | |
| Colt Technology Services Co., Ltd. | |
| IPS Pro, Inc. | |
| Sanntsu Corporation | |
| Oedo Telecom Inc | |
| Twilio | |
Additional LNP guidelines for Softbank Corp. services
If you are porting from the list of donor carriers below, additional steps are to be expected.
| Donor Carrier | Service Name |
|---|
| SoftBank Corp. | Dialpad |
| SoftBank Corp. | Unitalk |
| SoftBank Corp. | Otoku Hikari Denwa |
| SoftBank Corp. | Otoku Line |
| SoftBank Corp. | |
- Expect 1 (one day) out of service. This will occur the day before the cut-over date at 5:00 PM - 11:00 AM Local time (this could be extended, depending on the complexity of the order).
- LNP orders from Softbank Corp can only be canceled 5 business days before the scheduled cut-over date.
LNP Scenarios
In Japan, telephone numbers can be part of a group consisting of one parent (aka main) number and one or more child numbers. This needs to be listed in the LNP Form.
The following scenarios are to be considered when submitting a port-in request:
| Scenario | Comment | Solution |
|---|
| Port in the complete group: parent number and all child numbers | Supported | |
| Port in one or more child numbers and leave the parent number | Supported | |
| Port in only the parent number | Supported with condition |
- Child numbers will be disconnected after the port is completed.
- Not applicable for Softbank services.
|
| Port in the parent number with child number(s) where not all child numbers will be ported | Supported with condition |
- The remaining child numbers will be disconnected after the port is completed.
- Not applicable for Softbank services.
|
| Port in group numbers: Requesting different LNP dates | Not supported | Numbers in a group will be ported on the same day (with the exemption of over 100 numbers). |
| Port in child number with features (such as voice warp, AIS, etc.) | Not supported | Request the current provider to remove the feature or port all numbers in the group. |
LNP lead times
Lead times to port phone numbers in Japan are dependent on the regulatory requirements and the responsiveness of the suppliers in the chain. The process is also reliant on the accuracy of the information provided. We will always keep you advised as the order progresses.
- The porting time frame may take up to 15 business days (dependent on order quantity and complexity).
- Porting activation has a fixed time window from Monday to Friday 09:00 am to 2:00 pm local time (can be extended depending on complexity).
Note: On the day of transfer, you may experience some loss of service to incoming calls during the port activation window while the numbers are being ported from the old carrier. Porting can take place sooner or later than the lead times quoted.
LNP frequently asked questions
How long until we receive an update from the carrier after the order submission?
A response may take up to 5 business days. Status inquiry can only be requested on the 6th business day from the submission date.
Why will it take so long to complete my LNP order?
The LNP lead time is dictated by the business rules of each donor carrier within the framework of government regulation. LNP lead time is based on the complexity of the port request. Your current service provider may require a greater level of validation and back-office work related to your LNP order. Zoom strives to provide a response from the losing service provider with enough time for our customers to prepare for the day of LNP activation, and the lead time indicated allows us to accomplish a schedule that accounts for our customer’s needs.
How do I check the status of my current LNP order?
You will see the status of your phone number in the unassign tab of your Zoom Phone online account one (1) business day after you successfully submitted the LNP order, it will show as Pending Numbers. You will also receive notifications every 4 business days or as soon as relevant updates are available.
Can we add or remove numbers to an existing LNP order?
No. Please list all the numbers that you want to port before submitting an order. An order that requires an add or removal of numbers will need to be canceled and resubmitted, which will set the whole process back to day 1.
My order already has an LNP cut-over date, can we move it to an earlier date?
No. Expedites are not possible and are not industry-supported.
Why can I not schedule the cut-over date to the end of the month?
Carriers will need to update their records of all incoming-outgoing LNP transactions for billing and tracking purposes.
Can Zoom undo or reverse the completed LNP order?
No. LNP reversal is not supported. You will need to contact your old service provider to start the LNP process going back to their system.
What are Zoom’s LNP team operating hours?
Zoom porting team operating hours are from 9 AM – 6 PM JST, closed on weekends and holidays.
Can I request a weekend, outside business hours, or holiday LNP date/time?
No. Donor carriers only support LNP Cut-over dates on a business day, between Monday through Friday, and have a fixed window time.
How do I cancel my Port-In request?
You can respond to the existing LNP ticket (email thread) and inform the LNP team of your intent to cancel the LNP order.
Note: Orders can only be canceled once the order received porting date is received and should be notified 3 working days before the set cut-over date. If you are donor carrier is Softbank Corp, 5 working days is required before the cut-over date.
Can I reschedule my LNP date?
Yes, but this will require additional time as the existing order will need to have a porting date first and then be canceled in order to submit a new order which will set back the porting process to day 1.
Why do I need to contact my provider if my order is denied?
Denial of LNP application is normal and part of the process. Zoom will try to fix the reason for the denial without involving you. Zoom will only ask you to reach out to your service provider if the reason for denial is due to information mismatch as we do not have authorization to get your information due to privacy.