A number port allows you to move your existing number from one Telecommunications Service Provider to Zoom Phone.
This article covers:
Prerequisites for requesting a number port
- Account owner or admin permissions
- Zoom Phone or Zoom Contact Center license
- Completed the initial setup:
Supported countries for requesting a number port
| Country | Supported product | Supported phone number type |
|---|
| Australia |
- Zoom Phone
- Zoom Contact Center
|
- Local/fixed line
- Toll-free
- 1300 xxx xxx
|
| Hong Kong |
- Zoom Phone
- Zoom Contact Center
|
- Zoom Phone: Local/fixed line
- Zoom Contact Center: Toll-free
|
| New Zealand |
- Zoom Phone
- Zoom Contact Center
|
- Local/fixed line
- Toll-free
|
| Singapore |
|
- Local/Fixed Line (+656xx)
|
How to request a number port
- Download and complete the required Letter of Authorization (LOA) from the respective country.
- See the country guidelines 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
- Product: Select the target product (Zoom Phone or Zoom Contact Center)
- Type of issue: New Number Port
- Porting Country: (Select Australia, New Zealand, Singapore, or Hong Kong)
- Porting Number Quantity: (Select the range of quantity of numbers to port)
- Subject: (Keep as it is)
- Description: (Please make sure the details below are present for a smooth transaction)
- Zoom Phone Account Number
- Additional details and instructions
- Add a note if the order is for the BYOC number port
- Provide a target port date if applicable (see country guidelines)
- Attachments:
- Completed and signed LOA (hand-signed or digital signature)
- Recent telephone bill relating to your porting numbers (should be dated within the last 30 days).
- Other documents applicable to the target country (See country guidelines)
- Zoom will review and confirm receipt of the request and we’ll 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 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 guidelines
- The information you provide must match what is on record with your current provider.
- In most APAC countries, the address noted on the LOA must match the geographic area code of the porting telephone numbers.
- Porting numbers need to be in the LOA rather than as attachments unless otherwise permitted.
- DDI blocks of numbers may require full port 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.
- APAC Porting usually takes months to complete from the day of submission. See time frames for more information.
Porting requirements
Use this table to download the LOA form and include it when requesting a number port. Check the country guidelines for other required documentation.
Country guidelines
Singapore
- Only Fixed Line Numbers (+656xx) are portable as per a general rule.
- Signed and stamped LOA must be correctly filled (matching donor’s records) and dated within the last 35 working days including the date you submit the porting request.
- If a company stamp is unavailable, provide a company letter with company letterhead explaining why the company stamp is not available.
- File a copy of ARCA Business Registration Certificate is required and must be included when requesting a number port.
- Note: Unique Entity Number (UEN) or Business Registration Number (BRN) is a 9- or 10-digit identification number that the government issues in Singapore to all entities that operate within the country and must be included when filling out the LOA.
- Partial porting (not porting all your numbers) may be supported but this depends on the agreement between your service provider and yourself, which needs to be arranged before the porting is requested. Because of the local regulations and the way numbers are allocated, partial porting is rarely supported.
- A target port date when submitting your port request must be between 20-25 business days from the day you submitted the order.
- Note: Your provider will inform you about the port-out activity and will require your approval to proceed.
- We can easily cancel or re-schedule your port request up until the time when the port date has been scheduled. Once a port date has been scheduled, cancellation or re-scheduling of the port becomes more complex and riskier because the service providers involved may have already begun configuring your phone number. The further we are in the process when you decide to cancel or re-schedule, the less likely it is that we will be able to cancel successfully or re-schedule or re-schedule the port.
- Please let us know at least (5) five working days before the scheduled day if you wish to cancel or reschedule an already accepted port order. Note: This will be on a best-effort basis only.
Australia
- Numbers can be ported in blocks or split up. If your current provider informs us that numbers are in blocks and need to port as such, but you do not want to keep them, let us know five working days before or after the port completes which numbers you would like to keep. The remaining numbers will be returned to the provider and can no longer be retrieved once returned.
- For Toll-Free or Smart numbers (+1300) with EROU holders, please contact the EROU holder and work with them as the obligation is non-transferable. Click here to find out if your Toll-Free or Smart numbers have EROU owners.
Hong Kong
- Numbers under the class one category are portable with the exemption of the number range.
- Portable under class one category - (+852 2xxx xxxx), (+852 31xx xxxx) to (+852 39xx xxxx)
- Non-Portable under class one category - (+852 20xx xxxx), (+852 2808 8xxx), (+852 2930 xxxx), (+852 30xx xxxx), (+852 32xx xxxx) and (+852 33xx xxxx)
- A copy of the Hong Kong Business Registration Certificate must be included when requesting a number port.
- Notes:
- The business registration number must be included when filling out the LOA.
- The signature in the LOA should not be more than 30 days old.
- A copy of your invoice for your current service provider is required.
- Partial porting (not porting all your numbers) may be supported but this depends on the agreement between your service provider and yourself, which needs to be arranged before the porting is requested. Because of the local regulations and the way numbers are allocated, partial porting is rarely supported.
- We can easily cancel or re-schedule your port request up until the time when the port date has been scheduled. Once a port date has been scheduled, cancellation or re-scheduling of the port becomes more complex and riskier because the service providers involved may have already begun configuring your phone number. The further we are in the process when you decide to cancel or re-schedule, the less likely it is that we will be able to cancel successfully or re-schedule the port.
- Please let us know at least four (4) working days before the scheduled day if you wish to cancel or reschedule an already accepted port order. Note: This will be on a best-effort basis only.
Time frame
Time frames for all APAC ports are dependent on the regulatory requirements in the country 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.
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.
Singapore
- The porting time frame may take up to 20 business days.
- Porting activation starts at a fixed time window Monday to Friday 2–5 pm SGT (porting window is 0–3 hours but can be extended depending on complexity).
Australia
- The porting time frame is dependent on order category type, order quantity, and complexity of the order. Below is the average lead time per Category.
- Fixed Line Numbers
- Simple Port (CAT-A) - Up to 15 business days
- Complex Port (CAT-C) - Up to 10 weeks
- Toll-Free and Smart Numbers - Up to 15 business days
- Porting activation starts at a fixed time window Monday to Friday (porting window is 1 hour but can be extended depending on complexity).
- Fixed Line Numbers
- Simple Port (CAT-A) - 10:00-11:00 am Sydney
- Complex Port (CAT-C) - Timeslots provided upon port confirmation
- Toll-Free and Smart Numbers - Up to 15 business days
New Zealand
- The porting time frame for Fixed line or Toll-Free may take up to 15 business days (dependent on order quantity and complexity).
- Porting activation for Fixed line or Toll-Free starts at a fixed time window Monday to Friday 12:00-1:00 noon Local Time (the porting window is 1 hour but can be extended depending on complexity).
Hong Kong
- The porting time frame is dependent on order quantity, and complexity of the order.
- Fixed Line - Up to 30 business days
- Toll-Free - Up to 15 business days
- Porting activation time will be provided upon port confirmation and will follow Local time only from Monday to Friday (porting window is 2 hours but can be extended depending on complexity).
- You may experience some loss of service during the port activation window. This could take up to 2 hours while the transition is in progress.