Requesting a toll-free number port (US, Canada)

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

Notes:

• To know our porting activation times, porting time frames or If you are having issues during the porting process, please visit our FAQ page.
• 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.

Requirements for requesting a toll-free number port for the US or Canada

• Account owner or admin permissions
• Zoom toll-free phone licenses
• Completed the Zoom Phone initial setup

How to request a toll-free number port for the US or Canada

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Number Management then Phone Numbers.
3. In the top-left corner of the page, click Add Number then Port Number.
4. Select Toll-Free 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.
7. Click Next and you will see the online Letter of Agency (LOA).
   
   
8. Using an invoice from the current carrier, fill out the following information:
   • 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.
   • Title of authorizing Person: Enter the position/role of the person authorized on your current account.
   • Current Carrier: Enter the name of your current phone provider.
   • Street Number, Street Name, State/Province/Territory, City, Zip/Postal Code: Enter your business address that can be found on your bill copy (The address may differ from your physical service address).
   • Contact Name: Enter the name of the person placing the porting request.
   • Contact Number: Enter the contact number of the person placing the porting request.
   • Contact Emails: Enter any additional email contacts whom you wish to be updated on porting status once submitted.
   • Account Number (Optional): Enter your account number if your bill copy includes it.
   • Customer Requested Date: 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, Zoom will request for the earliest possible date.
   • Documents:
     • Invoice/Proof of Ownership: Upload your most recent invoice which must be dated within last 90 days.
     • Physical LOA file (Optional): Upload a copy of the physical LOA file if your current provider requires a wet signature.
9. Click Continue.
10. Review the requested port date and the number/s requested for porting then click Submit.

• Rejected: If rejected, Zoom will inform you that your porting request was unsuccessful. Rejection can occur due to a variety of reasons. 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.

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.
2. In the navigation menu, click Number Management then 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.
2. In the navigation menu, click Number Management then 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.
   Notes:
   
   • The current or previous toll-free or project ports will not be displayed.
   • Refer to your email confirmation to confirm porting dates.