Requesting a toll-free number port (EMEA)
A toll-free number port allows you to move your existing number from one Telecommunications Service Provider to Zoom Phone.
Important Notes:
- If you are porting Contact Center numbers, please let us know when submitting your porting request. The Zoom porting team will be able to discuss your requirements with you.
- If you are porting a combination of Zoom Phone and Zoom Contact Center numbers, please note this in your ticket.
- Please note, that some Contact Centre LOA's may differ from Zoom Phone LOA's. Please use the correct LOA. If in doubt, please feel free to contact us.
- If you would like to migrate your existing Zoom Phone numbers to Zoom Contact Center, you may use the Requesting a number port form further below for your request. Please be sure to inform us of the migration request.
- To know our porting activation times, and porting time frames, or if you are facing issues during the porting process, please visit our FAQ page.
This article covers:
Prerequisites for requesting a toll-free number port (EMEA)
How to request a toll-free number port
- Download and complete the required Letter of Authorisation (LOA) from the respective country.
- See the porting guides if you need help.
- If you currently have trial/temporary numbers and would like to swap them when the port completes, please complete the Number Swap Sheet. Numbers swapped in will be a like-for-like replacement of the numbers swapped out.
- Submit your order here and make sure to follow the steps below:
- Please select your request type: Zoom Phone Number Porting
- Your email address: make sure the email address is accurate
- Product: Click the drop-down arrow and do one of the following selections:
- Zoom Phone: To port phone numbers to Zoom Phone
- Zoom Contact Center: To port phone numbers to Zoom Contact Center
- Type of Issue: New Number Port
- Porting Country: (Select the desired country to port)
- Porting Number Quantity: (Select the range of quantity of numbers to port)
- Subject: (Keep it as is)
- Description: (Please make sure the details below are present for a smooth transaction)
- Zoom Phone Account Number
- Additional instructions (Optional)
- Let us know if any of the porting numbers are for Contact Center
- You can use this form to request a migration from Zoom Phone to Zoom Contact Center
- Attachments:
- Completed and hand-signed LOA
- Recent telephone bill relating to your porting numbers which should be dated within the last 3 months
- Any other required documentation applicable to the country of port
- Zoom will review and confirm receipt of the request and provide an update as the order progresses.
- Zoom will send a request to your service provider to validate the information on the LOA, as the transfer request is also dependent on your 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. 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).
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
Guidelines
- Copy of telephone bill dated within the last 3 months is required.
- The information you provide must match exactly what’s on record with your current provider.
- LOA must be hand/wet signed and dated within the last 3 months. Electronically signed LOAs are not accepted in most EMEA countries.
- Your phone provider's name is required on the LOA.
- LOA needs to be in EU date format (dd-mm-yyyy).
- In some European countries, the address noted on the LOA must match the country of the porting telephone numbers. Please check the porting guidelines for further information.
- All porting numbers need to be noted on the body of the LOA rather than as attachments.
- DDI blocks of numbers may require porting in full as some countries do not allow blocks/ranges of numbers to be split. Refer to our FAQ page for more information.
- 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.
- Porting usually takes an average of 30 days from the day of submission.
Requirements
Use this table to download the LOA form when requesting a number port. Check the porting guidelines for the country of the port for other required documentation.
Please raise one order per LOA / per country of port.
|
Country
Country code
TF dialing code
| LOA and guide | Address requirements | Losing carrier name required | DDI range requirements | Product |
|---|
|
Austria
43
800
|
LOA
LOA Guide
Latest invoice
See additional requirements
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone only
|
|
Croatia
385
800
|
LOA
LOA Guide
Latest invoice
See additional requirements
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Cyprus
357
800
|
LOA
Latest invoice
See additional requirements
|
Within Cyprus
|
Company customer pays bills to
|
N/A
|
Zoom Phone only
|
|
Czech Republic
420
800
|
LOA
Latest invoice
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Denmark
45
800 to 808
8090
|
LOA
LOA Guide
Latest invoice
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Finland
358
800
|
LOA
Latest invoice
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Greece
30
800
|
LOA
Latest invoice
See additional requirements
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Hungary
36
800
|
LOA
Latest invoice
|
Global
|
Local carrier in Hungary
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Ireland
353
1800
|
LOA
Latest invoice
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Israel
972
1700 / 1800
|
Zoom Phone only LOA
Zoom Contact Centre only LOA
See additional requirements
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Latvia
371
80
|
LOA
Latest invoice
See additional requirements
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone only
|
|
Lithuania
370
800
|
LOA
Latest invoice
See additional requirements
|
Within Lithuania
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Luxembourg
352
800
|
LOA
Latest invoice
See additional requirements
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Netherlands
31
800
|
LOA
Latest invoice
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Poland
48
800
|
LOA
LOA Guide
Latest invoice
See additional requirements
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Romania
40
800 / 808
|
LOA
(one LOA per toll free number)
LOA Guide
Latest invoice
See additional requirements
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Slovakia
421
800
|
LOA
Latest invoice
See additional requirements
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Slovenia
386
80
|
LOA
LOA (EN)
Latest invoice
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Spain
34
800 / 900
|
LOA
Latest invoice
See additional requirements
|
Global
|
Local carrier in Spain
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Sweden
46
20 / 200
|
LOA
Latest invoice
See additional requirements
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
Switzerland
41
800
|
LOA
Latest invoice
Bakom Ownership Letter
See additional requirements
|
Global
|
Company customer pays bills to
|
N/A
|
Zoom Phone
Zoom Contact Center
|
|
United Kingdom
44
0800 / 0808
|
LOA
We recommend you give the LOA to your current supplier to fill it in with the correct information.
|
Global
|
Local carrier in the UK
|
N/A
|
Zoom Phone
Zoom Contact Center
|
Additional requirements/documents
Austria
Proof of address:
Valid proofs of address include third-party issued bank statements, utility bills (all issued in the previous 6 months) and government documents (issued in the previous year), or IDs listing the submitted address such as government-issued IDs, passports, driver's licenses, and business registration.
Proof of ID:
- For individual end users: A copy of an ID card or passport.
- For business end users: A ZIP file containing the ID / passport of an authorised representative together with a copy of the business registration.
Croatia
OIB (VAT) number of the end user is compulsory
Proof of ID:
- Required company documents:
- Copy of Court Registration
- Copy of legal representative's photo ID
- Required residential documents:
- Copy of end user's photo ID
Cyprus
Number portability is available only for legal entities based in Cyprus.
Hard copies of required documentation have to be sent to Zoom’s carrier.
Proof of ID:
- Required company documents:
- Copy of 'Certificate of Directors and Secretary of the company'
- Copy of 'Certificate of Incorporation'
- Copy of legal representative's photo ID
- Required residential documents:
- Copy of end user's photo ID
Finland
Toll-free numbers are ported under quotation.
Greece
Proof of ID:
- Required company documents: Copy of LOA signatory´s photo ID/Passport
Ireland
- It is mandatory to provide the main telephone number on the account.
- It is mandatory to provide a Wholesale Account Number.
- Type of the line mandatory on the LOA.
Israel
Zoom Phone:
Required documents:
- LOA
- Recent telephone bill: If not available, then please provide any document/correspondence with the abandoned operator that proves a connection between the number and the owner of the line.
Zoom Contact Centre
Required documents for Company
- Latest Invoice of the Current Service Provider
- Change Authorization and Designation of Agency (COA)
Required documents for Individual
- Latest Invoice of the Current Service Provider
- Change Authorization and Designation of Agency (COA)
Porting Specifications for Contact Centre:
- One COA per Losing Service Provider
- End customer details must match the Losing Service Provider records
- Change of Agency applicable for the following ranges:
- 972 180 93 XXX XX
- 972 180 94 XXX XX
Latvia
Toll-free numbers require the name and address of the end user.
Lithuania
VAT number and local address are needed on the LOA.
Required company information: A business number is required
Luxembourg
It is mandatory to provide the Account Number from Main Losing Carrier to which the requested number is assigned.
Poland
Hard copies of the LOA in Polish are to be hand signed by the end user and will need to be sent to Zoom’s carrier.
Romania
Requirements for porting LOA:
- Each Toll-Free number must have a corresponding LOA filled in (one LOA per porting number).
- Contract number is required
Required supporting documentation:
To validate a submission, we will need a copy of the following documents:
- Copy of the ID of the LOA signatory
- This must be a government-issued ID from any country (Passport / National ID Card / Driving License ID Card)
- Recent invoice of the porting numbers
Slovakia
Please enquire with your current number operator whether porting away is possible via them.
Spain
CIF / NIF (VAT number from the end user), name and service address must be provided on the LOA.
Sweden
Number portability is available only to owners of Swedish Social Security / Organisation Number.
Tax number of the end user must be provided (Swedish Organization Number usually contains 12 digits leading with 16 if it is from a company and 19 or 20 if it is personal).
Switzerland
Toll free numbers porting in must initially be assigned to the customer, not the customer's current operator. For guidance, please see below:
Porting In – Toll Free Numbers in Switzerland
Porting in Swiss Toll-Free Numbers is slightly different from the usual process because it requires you to be the holder of the number.
Therefore, before porting Swiss phone numbers into the Zoom network, it is vital to make sure that any Toll-Free numbers you wish to port are assigned to you as the current holder of the number, and not to your current operator.
Verifying whether you're the current holder
In order to verify the allocation of your number, please access the following link: BAKOM Individual number allocation (0800, 084x, 090x): https://www.bakom.admin.ch/bakom/en/homepage/telecommunication/numbering-and-telephony/individual-number-allocation.html
Here you will find consumer information on Swiss phone numbers that are allocated individually. These numbers are used to offer services in the following categories: Freephone Numbers (0800), Shared-cost Numbers (084x), Business and Marketing (0900), Games and Competitions (0901) and Adult Entertainment (0906).
Requesting a reallocation if you are not the holder
Note: If you are not the current holder of the number, you will need to request a reallocation of your number from your current carrier before raising a 'porting in' request with Zoom.
The reallocation process and duration depends on your current carrier. However, based on industry practice, you will need to download and fill in the form called Transfer of Individually Allocated Number from the following link:
https://www.bakom.admin.ch/bakom/en/homepage/telecommunication/numbering-and-telephony/individual-number-allocation.html
Submitting a porting request to Zoom
The above form must be filled in by you and your current operator/carrier. Once the transfer is complete, you are free to submit a porting request to Zoom.
United Kingdom
We recommend you give the LOA to your current supplier to fill it in with the correct information.
Reasons for rejection
Austria
- Incorrect end-user name
- Incorrect service address
- Requested number is inactive
Croatia
- Incorrect end-user name
- Incorrect service address
- Requested number is inactive
Cyprus
- Incorrect end-user name
- Incorrect service address
- Requested number is inactive
Czech republic
- Incorrect end-user name
- Incorrect service address
- Requested number is inactive
Denmark
- Incorrect end-user name
- Incorrect service address
- Requested number is part of a range of DIDs
- Requested number is inactive
Finland
- Incorrect end-user name
- Incorrect service address
- Requested number is part of a range of DIDs
- Requested number is inactive
Greece
- Incorrect end-user name
- Incorrect service address
Hungary
- Incorrect end-user name
- Incorrect service address
- Requested number is inactive
Lithuania
- Incorrect end-user name
- Incorrect service address
Luxembourg
- Incorrect end user name
- Incorrect service address
- Missing account number
Netherlands
- Incorrect end-user name
- Incorrect service address
- Requested number is part of a range of DIDs
- Requested number is inactive
- Ongoing contract in place
Poland
- Incorrect end-user name
- Incorrect service address
- Ongoing contract in place
- Requested number is part of a range of DIDs
Romania
- Incorrect end-user name
- Incorrect service address
Slovakia
- Incorrect end-user name
- Incorrect service address
Slovenia
- Incorrect end-user name
- Incorrect service address
Spain
- Incorrect end-user name
- Incorrect service address
- Name of the donor reseller is missing
- Tax number is incorrect or missing
- Requested number is inactive
Sweden
- Incorrect end-user name
- Incorrect service address
- Tax number or organization number is incorrect
- Requested number is part of a range of DIDs
- Requested number is inactive
Switzerland
- Incorrect end-user name
- Incorrect service address
- Requested number is part of a range of DIDs
- Ongoing contract for requested numbers
- Requested number is inactive