Moving numbers between accounts/products

Moving numbers between accounts, sub-accounts, and certain products (Zoom Phone and Zoom Contact Center) is a manual process and requires the intervention of the Zoom Porting Team.

Requirements for moving numbers between accounts/products

Move numbers between accounts

• Enough available phone licenses for the account you are moving the numbers to
• Account owner or admin permissions from both accounts (From and To)
• The numbers you want to move
• Both account numbers (To and From)
• Completed the Zoom Phone initial setup

Move numbers between products (Zoom Phone and Zoom Contact Center)

• Enough available phone licenses in the product you are moving to
• Account owner or admin permissions
• The numbers you want to move
• Completed Zoom Contact Center (or Zoom Phone) setup

How to request a number move between accounts/products

1. Complete all the steps in Number Management.
2. Contact Zoom Support and make sure to include the following:
   • Please select your request type: Zoom Phone Number Porting
   • Your email address: Make sure the email address is accurate
   • Type of issue: Number movement or recovery
   • Subject: Brief description of request
   • Description: Please make sure the details below are present for a smooth transaction.
     • Account number move
       • The numbers you want to move (no dashes, spaces, or parentheses)
       • The account number they are coming from
       • The account number they are going to
       • The requested time of movement and the relevant time zone
     • Product number move
       • The numbers you want to move (no dashes, spaces, or parentheses)
       • Movement description (Phone to Contact Center, for example)
       • The requested time of movement and the relevant time zone
   • Attachments: (This is optional for spreadsheet use)

Notes:

• The requested date is on a best-efforts basis, and can only be carried out during working hours. The requested time is based on the number location:
  • Europe, Middle East, and Africa (EMEA): Greenwich Mean Time (GMT)
  • North America: Mountain Time (MT)
  • Asia–Pacific (APAC): Australia Eastern Time (AET)
• To ensure smooth processing, please submit separate requests for each number location region (EMEA, North America, APAC).
• Moved numbers will become unassigned. An account owner or admin must re-assign the numbers when the move is completed.
• Upon moving numbers, they must be registered to a new 10-DLC campaign. They will no longer be registered to the old campaign.

How to check available phone licenses

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management then Users & Rooms.
3. At the top of the page, click Plan Details.
   A pop-up window will appear.
4. In the window, click the Phone Numbers tab.
   In the right column, you will see all available phone licenses.

Frequently asked questions about moving numbers between accounts/products

Why do I need to submit a ticket to move my numbers to a different account?

This is to ensure that the number migration is properly configured on the carrier level.

Why do I need to submit a ticket to change the product?

As Zoom is still working on scaling the unified number management in phases, there are some countries that still require manual intervention on the back-end system.

What documentation should I prepare for?

These are country-specific requirements. Countries require supporting documents to establish proof of entity existence and proof of address. Please refer to this link for more information.

Can I expedite my application?

No. Zoom's processing team works on a first-in, first-out basis and is thoroughly reviewing each application. You put in the note ASAP and we will work your application within 1 business day.