Requesting a number port for US, Canada, or Puerto Rico

A number port allows you to move your existing number from one Telecommunications Service Provider to Zoom Phone/Contact Center.

Note: To know our porting activation times and porting time frames, or if you're having issues during the porting process, please visit our FAQ page.

Requirements for requesting a number port for US, Canada, or Puerto Rico

• Number Management permissions
• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan; or Zoom Contact Center license
• Completed the Zoom Phone initial setup

You will need to provide the following information:

• Your account number from your current carrier (if applicable)
• If it is a wireless number, your 4-digit PIN (required for all wireless ports)

Additionally, please inform Zoom ahead of time if you are using your existing phones with Zoom Phone. If so, you may need to contact your current carrier on the day of port to unlock the phone so that we can provision them to Zoom Phone.

How to request a number port

Note: You will be able to port up to 100 numbers at a time using the Zoom web portal. If you need to port more than 100 numbers, you can request a project port for the US and Canada, or Puerto Rico.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. Follow the steps below depending on your web experience version:
   • Old web experience:
     1. In the side menu, click Number Management then Phone Numbers. 
        
        
   • New web experience:
     1. In the top-right corner, click your profile picture or initials, then click Admin Center.
     2. In the side menu, click Product configuration, then click Numbers followed by Phone Numbers. 
        
        
3. In the top-left corner of the page, click Add Number, then click Port Number.
   A window will pop-up.
4. Select Local numbers then click Next.
5. Click the Product dropdown and select the product you want to port the number to (Phone or Contact Center).
6. Enter the numbers into the field and click Check Portability to confirm the numbers are valid.
   The Portability Check section will display the results if the numbers are eligible for porting.
7. Click Continue.
8. (Optional) Select an existing phone number that will be replaced with the ported number when the porting process is complete. 
   This allows you to use a temporary phone number during the porting process.
   Note: Specifying an existing phone number will not use additional licenses. The number being swapped out will be removed from your account.
9. Click Continue.
10. (Optional) You can decide whether to enable SMS on the number(s) that you wish to port, you can always skip and submit this step and request it at a later date.  If you wish to enable the number(s) for messaging post-port, select the SMS Setup Campaign you wish to assign them to. 
11. Click Continue.
12. You will see an online Letter of Agency (LOA) form.
    
    
13. Using an invoice from the losing carrier, fill out the following information:
    • Billing Telephone Number: Enter your company's phone number as indicated on the invoice.
      • Do not enter the carrier's phone number.
      • Do not enter a toll-free number.
      • Use one of porting numbers.
    • Company: Enter the name of your company as indicated on the invoice. Do not enter the name of the carrier.
    • Authorized Person: Enter the name of a person authorized to request a port of the numbers.
    • Address: Enter the service address. The service address may be different from the billing address.
    • Printed name / Contact number: Add the contact name and number of the person entering the porting order.
    • Contact emails (Optional): Add additional emails for them to receive updates.
    • Account Number (Optional): Enter the account number with your current carrier as indicated on the invoice. 
      Note: This is required for all wireless ports and some VOIP providers.
    • PIN (Optional): Enter the PIN or password provided by your current carrier.
      Note: This is required for all wireless ports and some VoIP providers.
    • Customer Requested Date (Optional): Specify the customer-requested date, which is the preferred date for porting the number. This date is the best effort and is not guaranteed. If no date is specified, system will request for the earliest possible date.
14. Check the confirmation boxes.
15. Click Submit.
    Note: If you're not yet ready to submit, click Save as draft to create a draft order and not submit.
16. Date & Review: Review a requested due date and porting number.
17. Click Submit.
    Zoom will send a request to your service provider to validate the information on the LOA, as the transfer request is dependent on your service provider.
18. Review common porting errors to minimize delays in the number porting process.
    
    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. The majority of rejections can be self-resolved, for those steps, see the section below. In instances where rejections cannot be self-resolved, the Zoom porting team will provide you with the cause and how to resolve the rejection (which may require contacting your current carrier to resolve the issue).
    • 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.
    
    Note: The porting time for US/CA number porting is set at 11:30 AM Eastern Time. It cannot be altered. Please ensure that you pre-assign any porting numbers to ensure a smooth transition.

How to self-resolve rejections

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. Follow the steps below depending on your web experience version:
   • Old web experience:
     1. In the side menu, click Number Management then Phone Numbers. 
   • New web experience:
     1. In the top-right corner, click your profile picture or initials, then click Admin Center.
     2. In the side menu, click Product configuration, then click Numbers followed by Phone Numbers. 
3. At the top of the page, click Related Features then Port History.
4. Click the Order ID of the port you wish to resolve (must be in Exception status).
5. At the top of the page, note the rejection reason of the port.
6. At the bottom of the page, click Resolve Issue.
7. Once the online Letter of Agency (LOA) has appeared, edit the fields that require updates.
8. Click Continue to resubmit the port.

How to contact the porting team

Follow these steps if you’d like to contact the porting team regarding your order:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. Follow the steps below depending on your web experience version:
   • Old web experience:
     1. In the side menu, click Number Management then Phone Numbers. 
   • New web experience:
     1. In the top-right corner, click your profile picture or initials, then click Admin Center.
     2. In the side menu, click Product configuration, then click Numbers followed by Phone Numbers. 
3. At the top of the page, click Related Features then Port History.
4. Next to the order you want to contact the porting team about, click the ellipsis icon .
   
5. Click Contact us about this order.
6. Enter your questions using the message box then click Submit.
   Once submitted, the Porting team will reply using email.

How to check the status of a number port

Follow these steps if you’d like to check the status of a number port:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. Follow the steps below depending on your web experience version:
   • Old web experience:
     1. In the side menu, click Number Management then Phone Numbers. 
   • New web experience:
     1. In the top-right corner, click your profile picture or initials, then click Admin Center.
     2. In the side menu, click Product configuration, then click Numbers followed by Phone Numbers. 
3. At the top of the page, click Related Features then Port History.
   The status of all self-service ports (placed via the Zoom portal) will appear.
   Note: The current or previous toll-free or project ports will not be displayed.
4. To confirm porting dates, hover your cursor over FOC (Firm Order Confirmation).
   Your current porting date will be displayed.