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)
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)
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]
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
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.
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
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)
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
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
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)
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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