Getting started with Zoom Phone Mobile licenses

Zoom Phone Mobile is a service that extends Zoom Phone to an employee's mobile device using eSIM technology. With Zoom Phone Mobile, a compatible smartphone becomes a Zoom Phone endpoint, allowing users to make and receive business calls using the phone's native dialer. Zoom Phone Mobile integrates with mobile network providers to enable users' mobile devices to connect seamlessly with the Zoom Phone platform.

Business calls can also use the cellular voice network for carrier-grade reliability, while Zoom Phone continues to provide enterprise features such as presence, voicemail, call recording, and centralized administration.

Learn more about managing eSIMs for Zoom Phone and using Zoom Phone eSIM numbers.

Requirements for getting started with Zoom Phone Mobile licenses

• Account owner or admin privileges
• A Zoom Phone Mobile license for each user
• Compatible eSIM-enabled smartphone (iOS and Android platforms)
  Note: Device should not be locked by the carrier.
• Verified business address in the Business Address section is required to obtain Mobile eSIM numbers (either new or port-in number)

Limitations for Zoom Phone Mobile licenses

Zoom Phone Mobile licenses have the following limitations:

• Zoom Phone Mobile numbers can only be assigned to Zoom Phone users and cannot be used by other products or use cases.
• SMS and MMS are supported by the mobile device's native messaging app. The Zoom Workplace app will have messaging in read-only mode but cannot be used to send messages due to iOS and Android ecosystem restrictions.
• Advanced Zoom Phone features are accessed through the Zoom Workplace mobile app, not the native dialer.
• Account owners and admins must assign Zoom Phone Mobile licenses through eSIM Management. They cannot assign licenses under User Management; they must first assign at least the Zoom Phone Basic license to the user in User Management and then the Zoom Phone Mobile license in eSIM Management.

License scope, considerations, and limitations

Note: Please verify that the Zoom Phone Mobile subscription provided to you is for a Primary line or Secondary line. While installing the eSIM on the device, you must verify that the right configuration for this eSIM is selected (Primary SIM or Secondary SIM to match the license that has been issued for the user). If the issued Zoom Phone Mobile license is for the secondary line but is configured as the primary line on the device, it will violate the Acceptable Fair Use Policy. The user's data connectivity will be deactivated automatically if a mismatch between the actual eSIM's configuration and the provisioned license is detected.

All usage is subject to the plan’s defined monthly high-speed data allowances and applicable speed reductions.

Primary line limits

Each primary line includes 50GB of high-speed data per monthly billing cycle.

After 50GB is used, data speeds are reduced to up to 500 kbps for the remainder of the billing cycle.

Mobile hotspot: Mobile hotspot usage is included within the 50GB total high-speed data allowance. Up to 20GB of high-speed mobile hotspot usage is included; after 20GB of hotspot usage, hotspot speeds are reduced to up to 128 kbps for the remainder of the billing cycle.

High-speed data allowances reset at the beginning of the next billing cycle.

Secondary line limits

Each secondary line includes 2GB of high-speed data per monthly billing cycle. After 2GB is used, data speeds are reduced to up to 500 kbps for the remainder of the billing cycle.

Mobile hotspot functionality is not available on secondary lines.

High-speed data allowances reset at the beginning of the next billing cycle.

Understand what Zoom Phone Mobile enables

Admins can perform the following actions:

1. Assign a Zoom Phone Mobile license and number to a Zoom Phone user.
2. If required, reissue eSIMs in case of lost or stolen devices. A first-time eSIM is issued automatically on assignment of the license and Zoom Phone Mobile number.
3. Deactivate/activate service for the user.
4. Control international roaming access for the user.

Notes:

• To help admins prevent unexpected charges (bill shock), roaming is deactivated by default for all users.
• When a Zoom Phone Mobile license is assigned, a mobile device endpoint is automatically created for the user in the Zoom admin web portal, and it will appear in the user's call handling settings.

After an account owner or admin issues an eSIM for their users' Zoom Phone Mobile service, an activation email will be automatically sent to their users.

With Zoom Phone Mobile, users can:

• Use their assigned Zoom Phone business number on a compatible eSIM-enabled smartphone
• Make and receive business calls using the device’s native dialer
• Place and receive calls across any registered Zoom Phone endpoint (including the native dialer, mobile app, desktop app, or supported hardware devices) while maintaining a single business identity
• Access advanced Zoom Phone features, including voicemail, presence, call transfer, and call recording, through the Zoom Workplace app

Understand roaming policies and charges

Included roaming locations for users of Zoom Phone Mobile - UK license

Roaming is available in select countries and is subject to applicable plan allowances, speed reductions, and carrier terms.

Day-pass roaming locations for users of Zoom Phone Mobile - UK license

Each day pass provides 24-hour roaming access with 1GB of data. Voice and messaging usage count against the user's allowance. Users are charged only for consumed days, not configured days:

• A day pass is activated upon the first data usage, voice call, or message while roaming
• Each day pass provides high-speed data initially, then reduced speeds after the 1GB limit is reached, with no service cutoff.
• After the 1GB high-speed data allowance is consumed, data speeds are reduced for the remainder of the 24-hour period.
• The carrier records the exact timestamp when the day pass is triggered (based on first usage while roaming) and the country location. Subsequent day passes begin exactly 24 hours after the initial trigger time.

The admin can enable roaming for a user from the Zoom web portal and specify how long the roaming should stay enabled. A usage alert is sent to the user when they trigger a day pass (alert is via SMS). The admin must set the start and end date to complete the configuration. Additionally, admins have access to report in the admin web portal on how many day passes were used by each subscriber. At the end date, the roaming policy will be removed from the user's account. 

Customers are charged only for day passes that are activated through qualifying roaming usage or network registration during a 24-hour period. For example, if the admin enabled roaming for 5 days but the user had to cut short the trip, and the user's device was only registered to the network for three 24-hour periods, then the customer is charged for only 3 day-passes.

Admins should define an end date when enabling roaming to limit unintended roaming charges.

Roaming in these locations is disabled by default and requires admin enablement (on a per-user basis). This roaming type can be done on demand for the number of days needed and uses a day-pass system.

Note: Roaming is available in designated countries listed in Zoom documentation, as updated from time to time. Availability may be restricted due to regulatory, legal, or sanctions requirements.

Understand SIM line types

Note: Device behavior may vary based on manufacturer settings and user configuration.

In modern mobile devices with Dual SIM Dual Standby (DSDS) technology:

• Primary line: The default line your phone uses for all outgoing calls, messages, and cellular data unless otherwise specified.
• Secondary line: An additional cellular plan (usually via eSIM) that runs alongside the primary line. Active for receiving calls and texts, but usually not the default for data.

License matching the SIM configuration

Verify that when installing the eSIM, the SIM's configuration is according to the license type assigned to the user. The license type assigned is also mentioned in the welcome email for the user to take note of. The following are the correct configurations:

• eSIM configured as Primary SIM for Primary line licenses
• eSIM configured as Secondary SIM for Secondary line licenses

Customers are responsible for ensuring that device-level SIM configuration aligns with the assigned license type. Zoom is not responsible for service degradation resulting from device-level SIM configuration inconsistent with the assigned license.

Misconfiguration may result in suspension of mobile data services or suspension of data connectivity until corrected.

(1) How to purchase Zoom Phone Mobile licenses

To enable a user with a Zoom Phone Mobile, you must purchase a Zoom Phone Mobile license. The license comes in 2 options:

Zoom Phone Mobile UK: Primary line with premium data

Use the Zoom Phone Mobile UK: Primary line with premium data license when:

• The cellular line will be the primary line on the device
• The user needs a higher data quota for primary line usage

Zoom Phone Mobile UK: Secondary line with essential data

Use the Zoom Phone Mobile UK: Secondary line with essential data license when:

• The cellular line will be a secondary line on the device
• The user needs a lower data quota for secondary line usage only

Both licenses include these bundled components:

• Mobile number
• eSIM
• Data quota (varies by license type)
• Domestic voice and messaging quota
• Mobile hotspot (capability subject to license type and applicable data limits).

Additional components that are charged as overage or pay-as-you-go:

• Voice and messaging overage above quota
• International voice and messaging
• Roaming charges

(2) How to obtain mobile numbers

Before assigning Zoom Phone Mobile licenses, you must first obtain mobile numbers that support eSIM functionality. These numbers can only be assigned to Zoom Phone users and cannot be shared with other products or use cases.

Step 1: Create or verify business address

To buy Mobile eSIM numbers, the account should have a verified business address.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Number Management then Phone Numbers.
3. At the top of the page, click Related Features, then click Business Address & Documents.
4. If you don't have a business address, create one for Mobile eSIM usage.

Note: Once the business address requirements are met and verified, the number can be bought.

Step 2: Obtain mobile eSIM numbers

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Number Management then Phone Numbers.
3. In the top-left corner, click Add Number then select Get Number.
4. Complete the following information:
   • Product: Select Phone.
   • Subscription: Select the respective subscription.
   • Country/Region: Select the number's country or region.
   • Type & Capability: Select the Mobile (eSIM) option for mobile services using an eSIM, including data connectivity, incoming calls, outgoing calls, messaging, emergency calls, with the cellular line.
     Note: The Mobile eSIM number is different from the mobile number. For this offering, the admin needs to select a Mobile eSIM number only.
5. After completing the fields, click Search and select the numbers you want to have. Learn more about phone number requirements.
   Note: If there is no inventory, click Create Ticket to submit a ticket to obtain numbers. Learn how to request a phone number when directed through ticketing.
6. After selecting the numbers you want, click Continue.
7. Select the Site that you want for the number, then click Done.

(3) How to assign Zoom Phone Mobile licenses

Note: Zoom Phone Mobile licenses can only be assigned to Zoom Phone users.

To use Zoom Phone Mobile, you must first assign users to a Zoom Phone Mobile license in eSIM Management. When a Zoom Phone Mobile license is assigned to a user, the system automatically creates a cellular/mobile device endpoint that represents their cellular line.

Assign Zoom Phone Mobile licenses

1. Add new users or manage existing users in the Zoom web portal.
2. Assign either the standard Zoom Phone Basic license if the user needs only the Mobile eSIM line or any other Zoom Workplace license with Zoom Phone functionality to the user if the user needs an additional non eSIM line as well.
   The user will appear in Phone System Management as a Zoom Phone user.

The eSIM management license and Mobile eSIM number are assigned together in the eSIM Management section, not through standard license management.

Learn more about using Zoom Phone eSIM numbers.

(4) How to manage eSIMs and activation

Account owners and admins can access eSIM Management to provision packages to users and manage mobile eSIMs for Zoom Phone users. In the eSIM Management page, admins can create and manage users, issue and manage eSIMs, and view or update roaming details. These tools give admins centralized control over eSIM status, numbers, and international roaming.

Admins can view and manage the status of each eSIM package:

• User: Shows which user is assigned to the package.
• Package: Displays the assigned Zoom Phone Mobile license.
• Number: Shows the assigned mobile eSIM phone number.
• Status: Displays the current eSIM activation status.

Additionally, account owners and admins can manage eSIMs and activation in the following ways:

• View eSIM activation and provisioning status: In the eSIM Management page, you can view and manage the status of each eSIM package.
• Generate new eSIM: Use the New eSIM option when a user's device is lost, or the eSIM needs to be reissued.
• View package details: View the details (user, package, and number information) for any package.
• Deactivate user's eSIM service: Deactivate an eSIM for a user.
  Note: This option is useful when a device is lost or a user leaves the organization.
• Manage international roaming: International roaming (day pass) is disabled by default for all new eSIM packages. Admins can enable roaming for specific users and time periods.
  Note: Billing is based on days consumed, not the total configured duration.

Learn more about managing eSIMs for Zoom Phone.

(5) How to manage eSIM roaming reporting

The eSIM Roaming report includes an additional section for roaming day pass consumption. This section provides visibility into charges and usage associated with eSIM roaming, helping admins monitor and review roaming activity separately from standard phone system charges.

Learn more about the eSIM roaming usage report.

This feature is currently only available in the United Kingdom.