Number Porting

Move your existing phone numbers from your current carrier to Zoom Phone. This guide covers the porting process, requirements, timelines, and how to avoid common issues that delay ports.

⏱️ Estimated Time: 15–20 minutes to submit request (porting takes 4-21+ days)

👤 Who's This For

Account Owners, System Admins, Telecom Managers

💼 Use Case

Migrating existing business phone numbers to Zoom Phone to maintain your established phone presence, avoid disrupting customers, and preserve marketing materials with existing numbers.

✔️ Prerequisites

  • Zoom Phone licenses purchased and account set up

  • List of phone numbers to port

  • Recent invoice/bill from current carrier (within 45 days)

  • Account number with current carrier (especially for wireless/VoIP)

  • PIN/passcode if applicable (wireless carriers require this)

  • Authorized person's name matching carrier records

  • Service address on file with carrier

  • Current service must remain active during porting

Before You Start: Critical Best Practices

⚠️ Do NOT cancel your service early: Do not cancel your telephone service with your current service provider. You may be at risk of losing your telephone numbers if your contract is terminated before the transfer request has been completed.

Key requirements:

  • The information you provide must match exactly what is on record with your current service provider.

  • If you have broadband installed on any of your porting telephone numbers, you will lose your broadband service once the number port completes.

  • If you have alarm monitoring services installed on any of your telephone numbers, you may find the number port request is rejected until the alarm monitoring services are moved to another line.

Steps to Port Your Numbers (Up to 100 Numbers)

1

Gather Required Information

  • Pull your most recent carrier invoice (must be within 45 days)

  • Document the following from your bill:

    • Billing Telephone Number (BTN): Your company's phone number as indicated on the invoice (not the carrier's number, not a toll-free number)

    • Company name: As indicated on the invoice (not the carrier name)

    • Service address: May be different than the billing address

    • Account Number: Required for all wireless ports and some VoIP providers

    • PIN/Password: Required for all wireless ports and some VoIP providers

  • Identify authorized person name (must match carrier records exactly)

2

Access the Porting Tool

  • Log into admin.zoom.us

  • Navigate to Number Management > Phone Numbers

  • Click Port Numbers button

  • Note: Can port up to 100 numbers at a time via self-service portal

  • For 100+ numbers, email completed LOA to [email protected]

3

Enter Numbers to Port

  • Input phone numbers you want to port (up to 100)

  • Click Check Portability to verify numbers are eligible

  • System will confirm if numbers can be ported

  • If numbers are portable, click Next

4

Choose Temporary Number Assignment

  • Option to assign ported numbers to an existing phone number or add users with a temporary number

  • This allows you to use a temporary phone number during the porting process

  • Recommended: Use temporary numbers to test configuration before final port

  • Specifying an existing phone number will not use additional licenses (the number being swapped out will be removed from your account)

  • Click Next

5

Complete the Letter of Authorization (LOA)

You will see an online Letter of Agency (LOA) form. Using an invoice from the losing carrier, fill out the following information:

  • Billing Telephone Number (BTN): From your invoice

  • Company Name: Exactly as shown on invoice

  • Authorized Person: Name of person authorized to request port

  • Service Address: Address on file with carrier

  • Account Number: If required by your carrier type

  • PIN/Password: If required by your carrier type

  • CRD (Customer Requested Date): Specify the preferred date for porting the number (best effort, not guaranteed). If no date is specified, Zoom will request the earliest possible date.

6

Submit and Monitor Your Request

  • Review all information for accuracy (most rejections are from typos)

  • Click Submit

  • Zoom will send a request to your previous provider to validate the information on the LOA

  • If accepted, the Number Portability Administration Center (NPAC) will work with Zoom Phone and the previous provider to activate the pending port

  • Track status: Number Management > Phone Numbers > Related Features > Port History

7

Wait for FOC (Firm Order Confirmation)

  • To confirm porting dates, hover your cursor over FOC (Firm Order Confirmation)

  • Your current porting date will be displayed

  • Zoom will notify you when port date is confirmed

  • Do not cancel existing service until port is complete

8

Prepare for Port Day

  • The porting time for US/CA number porting is set at 11:30 am Eastern Time (cannot be altered)

  • Pre-assign ported numbers to users/auto attendants in Zoom

  • Brief users on expected downtime (if any)

  • Have support team available during port window

9

Verify Port Completion

  • Once approved, the numbers will be available to manage in the Zoom web portal

  • Test inbound calls to all ported numbers

  • Test outbound calling with new numbers

  • Once your number has transferred to Zoom, your old service will no longer function

  • Now safe to cancel old service with previous carrier

Steps to Request a Project Port (101+ Numbers)

1

Download and Complete Required Forms

  • Download the Local LOA template

  • If porting toll-free numbers, also complete the Toll-Free LOA

  • If you have POC (proof of concept) or trial numbers and want to swap them when the port completes, complete the Number Swap Sheet

    • Note: Numbers swapped in will be a like-for-like replacement of the numbers swapped out

    • At this time, main company numbers cannot be swapped out. If you want to replace the main line, indicate this and the team will upload it as a normal number, allowing you to swap it once ported

2

Sign All Documents (Wet Signature Only)

  • Sign the completed LOA

  • Obtain authorized signature (must match name on carrier account)

  • Scan signed documents

3

Gather Supporting Documentation

  • Obtain recent telephone bill relating to your porting numbers (best to be dated within the last 30 days)

  • Ensure bill shows account name, service address, and numbers clearly

  • It can be helpful to obtain a CSR (Customer Service Record), which is a document from your current provider that verifies ownership of all phone numbers

4

Submit Support Request

Submit Your Order and fill out the form with the following:

  • Request type: Select Zoom Phone Number Porting

  • Product: Select your product

  • Email address: Enter your email address (ensure it's accurate)

  • Type of issue: Select New Number Port

  • Porting Country: Select United States or Canada (if both US/CAN numbers are porting, select either)

  • Porting Number Quantity: Select 100+

  • Description: Include the following details for a smooth transaction:

    • Zoom Phone Account Number

    • Notes relevant to the port (such as target port date or complexities involved)

  • Attachments: Upload all required documents:

    • Completed and hand-signed LOA

    • Recent telephone bill (within 30 days)

    • Swap Sheet (if applicable)

5

Wait for Confirmation

  • A Zoom team member will review and confirm receipt of the request

  • Zoom Phone and its porting partners will send a request to your previous provider to validate the information on the LOA

  • If accepted, Zoom and the previous provider will work together to activate the pending port

  • Once approved, numbers will be available to manage in the Zoom web portal

Port Window Times by Region

ALL porting occurs Monday – Friday (except for local holidays).

US and Canada:

  • Starts at 11:30 a.m. Eastern Time

LATAM:

  • Mexico: 02:00-06:30 am Local Time

  • Brazil: 4-6 pm Local Time

  • Peru: Midnight-07:00 am Local Time

APAC:

  • Singapore: 2:00-4:00 pm Local Time

  • Australia: Simple Port (CAT-A) 10:00-11:00 am Local Time; Complex Port (CAT-C) timeslots provided upon confirmation

  • New Zealand: 10:00-11:00 am Local Time

  • Japan: 9:00-1:00 pm Local Time

EMEA:

  • UK: 09:00 am Local Time

  • Ireland: 11:00 am Local Time

  • Germany: 06:00-08:00 am Local Time

  • Italy: 06:00 am Local Time

⚠️ Downtime is to be expected in LATAM, EMEA, and APAC number ports.

💡 Pro Tips

See Details

Get the information exactly right The #1 reason for port rejections is information not matching carrier records. Double-check every field against your invoice.

Use call forwarding during porting You can contact your current service provider about forwarding to your Zoom Phone account before submitting your porting request. This allows testing without disruption.

Port in phases Port department lines first to test the process. Port your main business line last after everything is verified working.

Pre-assign numbers before port day Configure where numbers will ring in Zoom before the port completes. This ensures zero downtime when numbers activate.

Keep detailed records Screenshot your LOA, FOC date, and all communications. You'll need these if issues arise.

Test after-hours Schedule port completions outside business hours when possible to minimize customer impact.

⚠️ Common Porting Issues and Solutions

See Details

Address Mismatch

The address submitted on the order does not match the address on the losing provider's records. Most providers will require the service/physical address to be presented on the order, rather than the billing address.

Solution: Contact current provider to confirm exact service address on file.

Account Number Missing or Invalid

The provider requires the account number before approving the port. The account number is usually different than the billing telephone number (BTN) and is usually found on the bill. This is most common for mobile numbers.

Solution: Find account number on invoice (not the same as your phone number).

Incorrect Billing Telephone Number (BTN)

In the US and Canada, when we submit a port request to a provider, we give the BTN that was populated on the order. The provider will search for the corresponding customer record. If the BTN provided does not allow the provider to pull up the account records, they will reject it.

Solution: Use the main billing number from your invoice, not any of your direct numbers.

PIN/Passcode Required or Invalid

Some providers require a PIN or passcode to authenticate and approve the port request. This is required by all mobile providers.

Solution: Contact your mobile/VoIP provider to set or retrieve your account PIN.

Service Disconnected

The phone number or the account holding the phone number is disconnected, inactive, or suspended.

Solution: All phone numbers need to be active to port. You may need to contact your service provider to re-establish the phone service.

Name Mismatch

The business or residential name on the order does not match that of the provider's customer records.

Solution: Use exact company name as it appears on your invoice.

Pending Order / Lock or Freeze

If there is an active order on the account, it will prevent your numbers from porting. This could be another port request, a feature added or disconnected, or an address change.

Solution: Contact provider to resolve or cancel any pending changes before resubmitting port.

Calls Still Route to Old System After Port

This happens when your previous provider/carrier still has your ported numbers in their network. In the industry, this is called 'Residual Translations'. Losing carriers have 24 hours in which to remove your newly ported number/s from their network.

Solution: Contact old carrier and request immediate removal from their network/switch.

🎯 What's Next

✨ Port request submitted! Now you will:

  • Receive FOC (Firm Order Confirmation) with port date

  • Keep existing service active until port completes

  • Monitor port status in Zoom portal

  • Pre-assign numbers to users/routing in Zoom

  • Verify port completion and test all numbers

  • Cancel old service after successful port

Once your number has transferred to Zoom, your old service will no longer function. You can now safely cancel your previous carrier service.

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