Requesting a number port (APAC)

A number port allows you to move your existing number from one Telecommunications Service Provider to Zoom Phone.

Notes:

• Only Fixed (Local) line/number portability is supported in APAC.
• Toll-free number portability in Australia and New Zealand is supported.
• To know our porting activation times, porting time frames or if you have issues during the porting process, please visit our FAQ page.

This article covers:

• How to request a number port
• General guidelines
• Porting requirements
• Additional requirements
• Time frame

Prerequisites for requesting a number port

• Account owner or admin permissions
• Zoom Phone licenses
• Completed the Zoom Phone initial setup

How to request a number port

1. Download and complete the required Letter of Authorization (LOA)from the respective country.
   • See the porting guides if you need help.
   • If you currently have trial/temporary numbers and would like to swap them when the port completes, please complete the Number Swap Sheet. Numbers swapped in will be a like-for-like replacement of the numbers swapped out.
2. Submit your order Here and make sure to follow the steps below:
   • Please select your request type: Zoom Phone Number Porting
   • Your email address: Make sure the email address is accurate
   • Type of issue: New Number Port
   • Porting Country: (Select Australia, New Zealand, Singapore, or Hong Kong)
   • Porting Number Quantity: (Select the range of quantity of numbers to port)
   • Subject: (Keep as it is)
   • Description: (Please make sure the details below are present for a smooth transaction)
     • Zoom Phone Account Number
     • Additional details and instructions
       • Add a note if the order is for BYOC number port
       • Provide a target port date if applicable (see additional requirements) 
   • Attachments:
     
     • Completed and signed LOA (hand-signed or digital signature)
     • Recent telephone bill relating to your porting numbers (should be dated within the last 30 days).
     • Any other additional requirements applicable to the desired country.
3. Zoom will review and confirm receipt of the request and will provide update as order progresses.
4. Zoom will send a request to your service provider to validate the information on the LOA, as the transfer request is also dependent on your service provider.
   Your request will either be approved or rejected:
   • Rejected: If rejected, Zoom will inform you that your porting request was unsuccessful.  Rejection can occur due to a variety of reasons. The zoom porting team will provide you with the cause and how to resolve the rejection (which may require you to contact your current carrier to resolve the issue).
     Note: This may add an undetermined amount of time to your porting request
   • Approved: If approved, Zoom will inform you that your porting order has been approved with a date for when your number will be transferred to Zoom, and the numbers will be available on or before the day of port for you to manage in the Zoom web portal

General guidelines

• The information you provide must match what is on record with your current provider.
• In most APAC countries, the address noted on the LOA must match the geographic area code of the porting telephone numbers.
• Porting numbers need to be in the LOA rather than as attachments unless otherwise permitted.
• DDI blocks of numbers may require full port as some countries do not allow blocks/ranges of numbers to be split. Refer to our FAQ page for more information.
• Number portability checks can only be carried out once the order is submitted. There may be times when providers advise that numbers as non-portable.
• You may experience some loss of service to incoming calls during the port activation window while the porting numbers are in progress.
• APAC Porting usually takes months to complete from the day of submission. See time frames for more information. 

Porting requirements

Use this table to download the LOA form and include when requesting a number port. Check the porting guidelines for the country of port for other required documentation.

Country	PAF and LOA guide
Australia and New Zealand	Porting Authority Form (PAF) PAF Guide
Singapore	LOA LOA Guide Business Registration Sample See additional requirements.
Hong Kong	Notice of service Disconnection form (NOSD) Porting Allocation Form Form Guide Business Registration Sample See additional requirements.

Additional requirements

Singapore

• Only Fixed Line Numbers (+656xx) are portable as per a general rule.
• Signed and stamped LOA must be correctly filled (matching donor’s records) and dated within the last 35 working days including the date you submit the porting request.
• If a company stamp is unavailable, provide a company letter with company letterhead explaining why the company stamp is not available.
• File a copy of ARCA Business Registration Certificate is required and must be included when requesting a number port.
• Note: Unique Entity Number (UEN) or Business Registration Number (BRN) is a 9- or 10-digit identification number that the government issues in Singapore to all entities that operate within the country and must be included when filling out the LOA.
• Partial porting (not porting all your numbers) may be supported but this depends on the agreement between your service provider and yourself, which needs to be arranged before the porting is requested. Because of the local regulations and the way numbers are allocated, porting is rarely supported.
• A target port date when submitting your port request and must be between 20-25 business days from the day you submitted the order.
• Note: Your provider will inform you about the port-out activity and will require your approval to proceed.
• We can easily cancel or re-schedule your port request up until the time when the port date has been scheduled. Once a port date has been scheduled, cancellation or re-scheduling of port becomes more complex and riskier because the service providers involved may have already begun configuring your phone number. The further we are in the process when you decide to cancel or re-schedule, the less likely it is that we will be able to cancel successfully or re-schedule or re-schedule the port.
• Please let us know at least (5) five working days prior to the scheduled day if you wish to cancel or re-schedule an already accepted port order. Note: This will be a best effort basis only.

Australia

• Numbers can be ported in blocks or split up. If your current provider informs us that numbers are in blocks and need to port as such, but you do not want to keep them or add additional licenses for them, let us know five working days before or after the port completes which numbers you would like to keep. The remaining numbers will be returned to the provider and can no longer be retrieved once executed.

Hong Kong

• File copy of Hong Kong Business Registration Certificate is required and must be included when requesting a number port.
• Notes:
  • Business Registration Number must be included when filling the LOA.
  • Signature in the LOA should not be more than 30 days old.
• Partial porting (not porting all your numbers) is not supported.
• We can easily cancel or re-schedule your port request up until the time when the port date has been scheduled. Once a port date has been scheduled, cancellation or re-scheduling of the port becomes more complex and riskier because the service providers involved may have already begun configuring your phone number. The further we are in the process when you decide to cancel or re-schedule, the less likely it is that we will be able to cancel successfully or re-schedule the port.
• Please let us know at least four (4) working days prior to the scheduled day if you wish to cancel or reschedule an already accepted port order. Note: This will be on a best-effort basis only.

Time frame

Time frames for all APAC ports are dependent on the regulatory requirements in the country of port 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.

Note: On the day of transfer, you may experience some loss of service to incoming calls during the port activation window while the numbers are being ported from the old carrier. Porting can take place sooner or later than the lead times quoted.

Singapore

• Porting time frame may take up to 20 business days.
• Porting activation starts at a fixed time window Monday to Friday 2–4pm SGT (porting window is 0–2 hours but can be extended depending on complexity).

Australia

• Porting time frame may take up to 10 weeks (dependent on order quantity and complexity).
• Porting activation starts at a fixed time window Monday to Friday (porting window is 1 hour but can be extended depending on complexity).
  • Simple Port (CAT-A) - 10:00-11:00am Sydney
  • Complex Port (CAT-C) - Timeslots provided upon port confirmation

New Zealand

• Porting time frame may take up to 15 business days (dependent on order quantity and complexity).
• Porting activation starts at a fixed time window Monday to Friday 10:00-11:00am Local Time (porting window is 1 hour but can be extended depending on complexity).

Hong Kong

• Porting time frame may take up to 30 business days (dependent on order quantity and complexity).
• Porting activation time will be provided upon port confirmation and will follow Local time only from Monday to Friday (porting window is 2 hours but can be extended depending on complexity).