Requesting a toll-free number port (Japan)

A number port lets you move your existing number from one telecommunications service provider to Zoom Phone.

Requirements for requesting a number port

Table of Contents

How to start the LNP order

  1. Download and complete the required documents:
  2. Submit your order here and follow the steps below:
  3. Zoom will review and confirm receipt of the request and provide an update as the order progresses.
  4. Zoom will request that your current service provider validate the information on the Portability Form, as the transfer request also depends on your current donor provider.
    Your request will either be approved or rejected:

General LNP guidelines

Note: Once the toll-free number porting process starts, changing the porting dates and window or cancellation is no longer possible.

LNP lead time

Lead time to port toll-free numbers in Japan is dependent on the regulatory requirements 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.

LNP frequently asked questions

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

A response may take up to 12 working days. Status inquiry can only be requested on the 13th working day from the submission date.

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

The LNP lead time is dictated by the business rules of each donor carrier within the framework of government regulation. LNP lead time is based on the complexity of the port request, and your current service provider may require a greater level of validation and back-office work related to your LNP order. Zoom strives to get a response from the losing service provider with enough time for our customers to prepare for the day of LNP activation, and the lead time indicated allows us to accomplish a schedule that accounts for our customers’ needs.

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

You will see the status of your phone number in your Zoom online account one (1) working day after you successfully submit the LNP order. The number will appear as “Pending” in your Zoom account portal, and the status will be updated on the porting day. Responses for toll-free LNP orders usually arrive on the 12th or 13th working day of the process, but we notify you every 4 working days or as soon as relevant updates are available.

I see the Toll-Free number in my online account, and it shows “Pending.” What will I do next?

A toll-free number that shows as “Pending” is normal. This means that the LNP order is now in progress. To minimize the downtime on the day of port, you must configure your call flow and assign the number to port to any queue or users. After the LNP is completed, the configuration will automatically apply to the ported number.

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

No. Modifying the order is prohibited; therefore, removing the toll-free number from the list is impossible. Adding a phone number is also not prohibited, you will be required to fill out the Portability Form and submit a separate LNP order.

My order already has an LNP cut-over date. Can we move it to an earlier date?

No. Once the LNP process starts, changing dates is not possible, as toll-free number porting is 100% manual.

Why can't I change the date or cancel my order?

Toll-free porting is 100% manual. The process requires physical activities on both winning and losing carriers, including providing a physical copy of the form, provisioning of the network, and mapping the toll-free to a terminating (050) number. Once the LNP order starts, the forms cannot be modified, nor can the order be cancelled.

Can Zoom undo or reverse the completed LNP order?

No. LNP reversal is not supported. You need to contact your old service provider to start the LNP process, going back to their system.

What are Zoom’s LNP team operating hours?

You can respond to the open LNP ticket (email thread). The Zoom porting team is a back-office team, and its operating hours are from 9 AM – 6 PM local time, closed on weekends and local holidays.

Can I request a weekend, outside business hours, or holiday LNP date/time?

No. Donor carriers only support LNP cut-over dates between Monday through Friday, and the window time is followed as selected in the form.

What should I expect on the day of port?

The “Pending” status will be removed in the morning, this is to prepare for the LNP construction as we aim for a seamless transition of numbers, but due to a lot of factors that we cannot control, a brief down time is expected (maximum of 3 minutes) between the provisioning window. Provisioning of the toll-free will be conducted within the specified window, and we expect that during this window, calls will start to work on your Zoom account anytime. You will be notified once the LNP order is completed.

I have submitted my order and have not received any feedback.

You will receive an email notification that a ticket was created, and you will be able to view the ticket in your dashboard. In case you have not received feedback after 1 working day, you can reply to the email or comment on the ticket.

Note: If you have submitted your LNP order after work hours, weekends, or on holidays, your order will be picked up the next working day.