Requesting a number port (South America / LATAM)
A number port allows you to move your existing number from one Telecommunications Service Provider to Zoom Phone.
Notes: Zoom Contact Center porting is available in Brazil and Mexico at this time for only toll-free numbers.
| Country | Toll-free | Local | Product |
|---|
| Argentina | Yes | Yes | Zoom Phone |
| Brazil | Yes | Yes | Zoom Phone
Zoom Contact Center |
| Chile | Yes | Yes | Zoom Phone |
| Mexico | Yes | Yes | Zoom Phone
Zoom Contact Center |
| Peru | No | Yes | Zoom Phone |
- To know our porting activation times, and porting time frames, or if you are having issues during the porting process, learn more about common issues and questions for porting.
- Porting is not yet supported in Colombia, Costa Rica, Ecuador, and Panama; however, new numbers are available here to order.
This article covers:
Prerequisites for requesting a number port
- Account owner or admin privileges
- Zoom Phone license
- Completed the Zoom Phone initial setup
- Completed Contact Center set-up (If porting into ZCC)
How to request a number port
- If you are porting in Contact Center numbers, please let us know when you submit your porting request to us. The Zoom porting team will be able to discuss your requirements with you.
- If you are porting in a combination of Zoom Phone and Zoom Contact Center numbers, please note this in your ticket.
- If you would like to migrate your existing Zoom Phone numbers to Zoom Contact Center, you may use the form below. Please be sure to inform us of the migration request.
- Download and complete the required Letter of authorization (LOA) from the respective country.
- See the porting guide 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: 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 (Brazil/Mexico Only)
- 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)
- Description: (Please make sure the details below is 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.
- 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 (if available).
- Attachments:
- Completed and hand-signed LOA
- Recent telephone bill relating to your porting numbers (should be within the last 3 months)
- Any other requirements 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. Zoom's 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 accepted, Zoom will inform you that your porting order has been approved with a date for when the 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
- The information you provide must match what is 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 LATAM countries.
- Your service provider's name is required on the LOA.
- Number portability checks can only be carried out once the order is submitted. There may be times when service 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.
- Once a porting date is provided, porting will be executed in a 6-hour working time frame (maximum of 3 hours downtime). It is recommended that porting not be scheduled for a Friday or Holiday.
Porting requirements
Additional requirements
Argentina
- Notarized power of attorney. Local notarization is 100% required.
- Valid ID (Documento Nacional de Identidad (DNI) or Passport) of the Notarized Designation document or Notarized Power of attorney signer. ID needs to be from a local (ARG-based) employee.
- Confirmation of Company Tax ID (CUIT/CUIL).
- Last invoice from the current local service provider.
Additional notes:
- The LOA will be completed (excluding signature and date) by Zoom’s vendor. This will help cut down on rejections and speed up port times. Once the Zoom porting team has the LOA, it will be forwarded for signature/date.
- Porting is only available Monday—Friday (excluding holidays).
Brazil
- Last invoice from the current local service provider.
- Please double-check the CNPJ you're using for the port. If you are unsure, you can review your invoice or contact your billing department.
- Contact Center Specific:
- 1 LOA per Losing Service Provider.
- Current routing with current carrier must be mentioned in the LOA.
Chile
Mexico
Zoom Phone:
Required documentation - please complete and send only the Spanish Documents:
- Notarized Designation document (documento de contitución) or Notarized Power of attorney. This is a requirement by the Mexican Telecommunication Regulatory Authority. Notarization is 100% required. The documento de contitución is preferred.
- Valid ID (Country National Identity document or Passport) of the Notarized Designation document or Notarized Power of attorney signer. ID needs to be from a local (MX-based) employee.
- Temporary transfer letter complete with local address (Non-US). Please complete the Spanish version ONLY. See examples in English if required.
Additional notes:
- If you are not paying a Mexican Telco for your services, and are paying a third-party US reseller:
- Documents will either need to be completed by that third party and include that third party's POA and respective ID.
- Alternatively, the third party will need to confirm the port within the initial 24-hour submittal window.
- Signatures on ALL documents must match the signature on the given ID.
- Mobile number portability is not yet supported. Mexican mobile lines are (+52) 618-167-XXXX.
Zoom Contact Center:
- Company Registration
- Letter of Authorization
- Latest Invoice of the Current Service Provider
- Legal representative's Passport or ID
Company Registration:
- It must be the Certificate of Incorporation or Power of Attorney where the legal representative is granted powers of administration.
LOA:
- LOA must be sent in pdf format and must be hand signed (signature needs to match with the provided ID document).
- The authorized person who signed the LOA must be mentioned in the Certificate of Incorporation or Power of Attorney;
- If a Power of Attorney or Certificate of Incorporation states that two people have to exercise together their granted powers, both names and signatures must be in LOA. Also, their IDs must be provided.
Peru
- DNI (National Identity Document) of LOA signer.
- Procuration Document/Proof of signer. This can be an incorporation agreement of sorts. Proof that the signer can act on behalf of the company. The document needs to have a wet signature. E-signatures are not accepted.
- Last invoice from the current local service provider.