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.
Learn more about common issues and questions for porting to know our porting activation times and porting time frames, or if you are facing issues during the porting process.
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.
- Some Contact Center 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.
Requirements 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 make 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)
- PCI-PAL: Please select Yes if you require PCI-PAL (PCI-PAL provides a secure payment solution), select No if you do not require this.
- 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.
Additional requirements/documents
Austria
One LOA per toll-free number.
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.
Belgium
One LOA per losing service provider
Porting cannot be submitted for more than 3 months from the current date
Croatia
Note: Porting is supported for business customers only.
OIB (VAT) number of the end user is compulsory.
Required documents for Company:
- Copy of court registration
- Copy of legal representative's photo ID
Proof of address
Address must be within Croatia.
As valid proof of address, we can accept any of the following proofs:
- A third-party issued bank statement issued in the past 6 months
- Public utility bills (not mobile phone bills) showing regular use, issued in the past 6 months.
OR
- Government documents issued in the past 12 months
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 documents for Company:
- Copy of 'Certificate of Directors and Secretary of the company'
- Copy of 'Certificate of Incorporation'
- Copy of legal representative's photo ID
Required documents for Individual:
- Copy of end user's photo ID
Czech Republic
Required documents for Company:
- Letter of Authorisation
- Latest Invoice of the Current Service Provider
Required documents for Individual
- Letter of Authorisation
- Latest Invoice of the Current Service Provider
LOA guidance:
- Losing Service Provider should be correct. In case of doubt, please ask us to verify before you sign the LOA.
- Qualified Electronic Signature (QES) or hand signature, and Company stamp are mandatory. Name must be written in capital letters.
- Customer reference as mentioned in the Invoice is mandatory.
- LOA submitted should be saved as PDF format and dated within the last 30 days.
- If OKU (14 digit long unique identification code) code per number is provided, then an LOA is not necessary.
- For numbers from range 80014xxxx, an additional LOA from Network Operator O2 will be requested.
- Ports cannot be submitted with more than 30 days notification
Denmark
Required documents:
- Letter of Authorisation
- Latest Invoice of the Current Service Provider
Finland
Toll-free numbers are ported under quotation.
France
One LOA per losing service provider
An additional document 'National format change request' is required for numbers from ranges: 33 800 90 XXXX, 33 800 91 XXXX and 33 800 99 XXXX.
Germany
Required documents for Company:
- Number Certificate from NRAs
- Letter of Authorisation
- Latest Invoice of the Current Service Provider
Required documents for Individual:
- Number Certificate from NRAs
- Letter of Authorisation
- Latest Invoice of the Current Service Provider
There are 2 scenarios possible for DEU ITFS porting:
You are the owner of the 0800 and can provide the Number Certificate from NRAs. In this scenario, we require only a signed LOA. Porting lead times may differ from supplier to supplier as aligned with the notification term of the contracts involved in the provision of the number. It is usually one month lead time, but, some suppliers in Germany raise the notification period per contract to 6 months.
You are not the owner of the 0800 and need to request for ownership transfer. And must proceed with ownership transfer. https://nvmwd.bundesnetzagentur.de/sites/Einstellungen.aspx?gasse=800
Greece
The authorized individual who signs the Letter of Authorisation (LOA) must be explicitly mentioned in the Certificate of Incorporation or the Power of Attorney, which authorizes the individual to act on behalf of the company.
Should the number not be included in the invoice, a separate document verifying the usage of the number will be necessary. If the number is not included in the invoice, further evidence of ownership will be necessary.
Required documents for Company:
- Company Registration
- Letter of Authorisation
- Latest Invoice of the Current Service Provider
- Legal representative's Passport or ID
Required documents for Individual:
- Passport or End-User ID
- Letter of Authorisation
- Latest Invoice of the Current Service Provider
Hungary
Zoom Phone:
- LOA must be dated within last 30 days.
- Local carrier name in Hungary is required.
- Hand signature is mandatory
- Latest Invoice of the Current Service Provider
Zoom Contact Centre
- LOA must be dated within the last 30 days
- Local carrier name in Hungary is required.
- Qualified Electronic Signature (QES) or hand signature is mandatory.
- Latest Invoice of the Current Service Provider
Ireland
Zoom Phone:
- Letter of Authorisation dated within the last 3 months
- Latest Invoice of the Current Service Provider
- 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.
Zoom Contact Centre
Required documents for Company:
- Company Registration
- Letter of Authorisation dated within the last 3 months
- Latest Invoice of the Current Service Provider
Required documents for Individual:
- Passport or End-User ID
- Letter of Authorisation dated within the last 3 months
- Latest Invoice of the Current Service Provider
The following ranges were retired by Comreg in Ireland on 01/01/2022: 1850-xxxxxx / 1890-xxxxxx / 076-xxxxxx. Please do NOT attempt to port them.
See this Comreg link for related info: https://www.comreg.ie/ngnreview/organisation/
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
Italy
Any cancellation/port date change may only be applied within 3 business days after the acceptance was communicated.
- Copy of legal representative's photo ID
- Last Invoice
- A letter of authority
Latvia
Toll-free numbers require the name and address of the end user.
Lithuania
Required documents:
- Letter of Authorization
- Latest Invoice of the Current Service Provider
- VAT number and local address are needed on the LOA.
Port for Lithuania cannot be submitted with more than 5 days notification
Luxembourg
Required documents:
- Letter of Authorization
- Latest Invoice of the Current Service Provider
- It is mandatory to provide the Account Number from Main Losing Carrier to which the requested number is assigned.
Netherlands
Required documents:
- Letter of Authorization
- Latest Invoice of the Current Service Provider
Porting can be triggered by the number owner only.
There are 2 scenarios possible:
Norway
Porting is supported for business customers only. You must have a business registered in Norway with supporting documentation and an address within Norway.
Required documents:
- Company Registration Certificate
- The address on the LOA must match the area code of the porting numbers.
- Completed and signed LOA
- Copy of recent telephone bill
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.
Slovenia
Required documents:
- Letter of Authorisation dated within the last 3 months
- Latest Invoice of the Current Service Provider
- Termination mode must be mentioned
South Africa
Toll Free number porting is available for Zoom Contact Centre.
Requirements for porting LOA:
- Issue within the last 30 days
- Hand signature and Advanced Electronic Signature (AES) are permitted
- End-user letterhead is mandatory
- Porting feasibility study will be carried out prior to port submission to the losing carrier. Once numbers are confirmed as transferrable, the port will be sent to the losing provider.
- Copy of recent telephone bill is required (dated within the last 90 days)
Spain
CIF / NIF (VAT number from the end user), name and service address must be provided on the LOA.
Local carrier name in Spain is required.
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
- LOA must be dated within the last 6 months
- Customer Billing account number is mandatory
- We recommend you ask your current supplier to fill in the LOA with the correct information to prevent the port from being rejected.