Requesting a number port (APAC)

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

Requirements for requesting a number port

• Account owner or admin permissions
• Zoom Phone or Zoom Contact Center license
• Completed the initial setup:
  • Zoom Phone initial setup
  • Zoom Contact Center initial setup

Supported countries, products, and phone number type

How to request a number port

1. 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.
2. 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, Malaysia, Singapore, or Hong Kong.
   • Porting Number Quantity: Select the range of quantity of numbers to port.
   • Subject: Keep as it is.
   • Description: 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 the General guidelines section).
   • 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 the Country guidelines section).
3. Zoom will review and confirm receipt of the request and we’ll provide an update as the order progresses.
4. 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 Lead Times for more information.
• Outside work hours and weekend porting activation are not supported.

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 for the class one category.
• Notes:
  • The business registration number must be included when filling out the LOA.
  • The signature in the LOA should be at most 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.
• For Toll-Free, a business address outside Hong Kong is required.

Malaysia

• Only toll-free numbers MYS TM are supported for number porting at this time.
• Signed Change Authorization and Designation of Agency must be correctly filled (matching donor’s records) and dated within the last 35 working days including the date you submit the porting request.
• Please note that your application will undergo validation if eligible for transfer (this may take up to 7 business days). After confirming transferable numbers, the port will be sent to the losing provider for validation and a decision on port acceptance or rejection. Once the port is accepted, a change of agency can happen if the main customer of the local operating service provider agrees to the number transfer.
• 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 (5) working days before the scheduled cut-over day should you decide to cancel or reschedule an already accepted port order.
  Note: This will be on a best-effort basis only.

Lead Times

Lead times for APAC number porting 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 lead times depend on the order category type, quantity, and complexity. 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
  • Mobile Number - Up to 5 business days
  • 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
  • Mobile Number - 10:00-11:00 am Sydney
  • Toll-Free and Smart Numbers - 10:00-11:00 am Sydney

New Zealand

• The porting lead times 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 through Friday, 12:00-1:00 noon Local Time (the porting window is one hour but can be extended depending on complexity).

Hong Kong

• The porting lead time 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 while the transition is in progress.

Malaysia

• The porting lead time may take up to 40 business days (dependent on order quantity and complexity).
• Porting activation time starts at 6 PM Local time, from Monday to Friday (porting window is 4 hours but can be extended depending on complexity).
• You may experience some loss of service during the port activation window while the transition is in progress.

Number porting frequently asked questions

How long until we receive an update from the carrier after the order submission?

 A response depends on the quoted lead time. The Zoom Porting team proactively checks the status of your order with suppliers every Four (4) working days and shall provide you feedback as soon as it becomes available.

Why will it take so long to complete my porting order?

 The lead times are dictated by the business rules of each donor carrier within the framework of government regulation. Your current service provider may require a greater level of validation and back-office work related to your porting order. Zoom strives to provide a response from the losing service provider with enough time for our customers to prepare for the day of porting activation, and the lead times indicated allow us to accomplish a schedule that accounts for our customer’s needs.

How do I check the status of my current porting order?

You will see the status of your phone number in your Zoom online account one (1) working day after you successfully submitted the porting order, it will appear as Pending Numbers. You will also receive notifications every 4 working days or as soon as relevant updates are available.

Can we add or remove numbers to an existing porting order?

 No. Please list all the numbers that you want to port before submitting an order. An order that requires an add or removal of numbers will need to be canceled and resubmitted, which will set the whole process back to day 1.

My porting order already has a cut-over date, can we move it to an earlier date?

 No. Expedites are not possible and are not industry-supported.

Can Zoom undo or reverse the completed porting order?

 In some cases, Porting reversal is not supported but we can try. In case the reversal is denied, you will need to contact your old service provider to start the LNP process going back to their system.

What are Zoom’s porting team operating hours?

 The Zoom Porting team has coverage to support APAC countries. We are staffed from 9 PM – 9 PM UTC, and closed on weekends and local holidays.

Can I request a weekend, outside business hours, or holiday cut-over date/time?

 No. Zoom only supports cut-over dates on a business day, between Monday through Friday.

Can I reschedule my porting cut-over date?

Yes, but this will be a best-effort basis as this requires additional time as the existing order will need to be withdrawn first and submit a new order which will set back the porting process to day 1. Please refer to the country guidelines on how many days we need for cancellation or rescheduling of the cut-over date.

Why do I need to contact my provider if my order is denied?

 Denial of porting applications is normal and part of the process. Zoom will try to fix the reason for the denial without involving you. Zoom will only ask you to reach out to your service provider if the reason for denial is due to information mismatch as we do not have authorization to get your information due to privacy.