Requesting a local number port (EMEA)

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

Important Notes:

• If you are porting in Contact Centre numbers, please do let us know when you submit your porting request to us. The Zoom porting team will be able to discuss your requirements with you.
• If you are porting in a combination of Zoom Phone and Zoom Contact Centre numbers, please note this in your ticket.
• If you would like to migrate your existing Zoom Phone numbers to Zoom Contact Centre, you may use the form further below to request this 'Requesting a number port'. Please be sure to inform us of the migration request.
• Do not cancel your service with the losing supplier, as we cannot port inactive numbers, you will be at risk of losing your numbers before the port takes place.
• Local number portability is supported in the EMEA region. For supported countries, please see the list below.
• In most European countries, the address noted on the LOA must match the geographic area code of the porting telephone numbers (excluding the UK and France).
• We cannot port international mobile numbers in EMEA countries.
• You can also request a toll-free number port (EMEA).
• Port activations take place during business hours only in the local country of port. Your Zoom Phone Porting Coordinator will advise you of the start time.
• EMEA region port activations do not take place on UK Bank Holidays.
• Some carriers do not split blocks/ranges of numbers, therefore they must be ported in full. Please speak to your current service provider to obtain your full allocation of numbers in order to minimize rejections.

• LOA’s are to be hand/wet signed or electronically signed, where permitted, using DocuSign or Adobe. Images of signatures are not accepted, and will result in your LOA being rejected and a delay in processing your port request.

• With all porting, it is advisable to plan ahead and minimise change requests to your port dates, to reduce the risk of numbers porting when you are not ready. Some countries/carriers will not accept date change requests.
• To know our port activation times and porting time frames, or if you are having issues during the porting process, please visit our FAQ page.

This article covers:

• Requesting a number port
• Guidelines
• Requirements
• Additional requirements/documents
• Lead times

Prerequisites for a local number port in the EMEA region

• Account owner or admin privileges
• Zoom Phone license
• Completed the Zoom Phone initial setup.

Requesting a number port

1. Download and complete the required Letter of Authorization (LOA) from the respective country.
   • See the porting guide 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: Type your email address and make sure the email address is accurate
   • Product: Click the drop-down arrow and do one of the following selections:
     • Zoom Phone: To port phone numbers to Zoom Phone
     • Zoom Contact Center: To port phone numbers to Zoom Contact Center
   • Type of issue: New Number Port
   • Porting Country: Select the desired country to port
   • Porting Number Quantity: Select the range of quantity of numbers to port
   • Subject: (Keep it as is)
   • Description: Please make sure the detail 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
       • Let us know if any of the porting numbers are for Contact Centre
       • You can use this form to request a migration from Zoom Phone to Zoom Contact Center
   • Attachments:
     • Completed and hand/wet signed or electronically signed using DocuSign or Adobe LOA. See the Requirements table below
     • Recent telephone bill relating to your porting numbers invoice (should be dated within the last 3 months)
     • Any other required documentation applicable to the country of port
3. Zoom will review and confirm receipt of the request and provide an update as the order progresses.
   Please ensure you have sufficient licenses in available status in your Zoom Phone account, one license is required per porting number
4. Zoom will send a request to your service provider to validate the information on the LOA, as the transfer request is 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 contacting your current carrier to resolve the issue).
   • 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.

Guidelines

• Copy of telephone bill dated within last 3 months is required for all porting requests.
• The information you provide must match exactly what’s on record with your current provider.
• LOA’s are to be hand/wet signed or electronically signed where permitted using DocuSign, or Adobe.
• The LOA should be dated within the last 3 months.
• LOA needs to be in EU date format (dd-mm-yyyy).
• Your current provider's name is required on the LOA.
• In most European countries, the address noted on the LOA must match the geographic area code of the porting telephone numbers (excluding the UK and France).
• All porting numbers need to be noted on the body of the LOA rather than as attachments unless otherwise permitted.
• DDI blocks of numbers may require porting in full port as some countries do not allow blocks/ranges of numbers to be split. Refer to the FAQ page for more information.
• Number portability checks can only be carried out once the order is submitted. There may be situations when carriers advise that numbers are non-portable.
• You may experience some loss of service to incoming calls during the port activation window while the porting numbers are in progress.
• Porting usually takes an average of 30 to 60 business days from the day of submission to your service provider (see lead times for more information. Porting can take place sooner or later than this).

Requirements

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

Please raise one email per LOA / per country of port.

Country	LOA and guide	Local address requirements	Hand sign and DocuSign accepted	Product
Austria	Geo LOA (only one porting number per LOA) LOA Guide See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Belgium	Geo LOA (FR) Geo LOA (NL) (LOA must be hand/wet signed) LOA Guide See additional requirements	Match area code of porting numbers	Only hand sign	Zoom Phone Zoom Contact Centre
Bulgaria	LOA (BUL) (LOA must be hand/wet signed) LOA Guide See additional requirements	Match area code of porting numbers	Only hand sign	Zoom Phone only
Croatia	Geo LOA LOA Guide See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Czech Republic	Geo LOA	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Denmark	Geo LOA LOA Guide See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Estonia	Geo LOA See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Finland	Geo LOA	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
France	Geo LOA (FR) LOA Guide See additional requirements	Address in France	Yes	Zoom Phone Zoom Contact Centre
Germany	Geo LOA LOA Guide See additional requirements	Match area code of porting numbers	Only hand sign	Zoom Phone Zoom Contact Centre
Greece	Geo LOA See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Hungary	Geo LOA	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Ireland	Geo LOA LOA Guide	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Israel	Geo LOA See additional requirements	Match area code of porting numbers	Yes	Zoom Phone only
Italy	Geo LOA LOA Guide See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Lithuania	Geo LOA See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Luxembourg	Geo LOA (EN) See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Netherlands	Geo LOA (Dutch) Geo LOA (EN)	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Norway	Geo LOA See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Poland	Geo LOA LOA Guide See additional requirements	Address in Poland Match area code of porting numbers	Only hand sign	Zoom Phone Zoom Contact Centre
Portugal	Geo LOA LOA Guide See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Romania	Geo LOA LOA Guide See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Slovakia	Geo LOA	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Slovenia	Geo LOA	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
South Africa	Geo LOA See additional requirements	Match area code of porting numbers	Only hand sign	Zoom Phone only
Spain	Geo LOA LOA Guide See additional requirements	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
Sweden	Geo LOA	Address in Sweden Match area code of porting numbers	Only hand sign	Zoom Phone Zoom Contact Centre
Switzerland	Geo LOA (EN) Geo LOA (DE) Geo LOA (FR) Geo LOA (IT) LOA Guide	Match area code of porting numbers	Yes	Zoom Phone Zoom Contact Centre
United Kingdom	LOA for Local numbers starting 01 and 02 prefix LOA for Local numbers starting 03 prefix See additional requirements	Address in the UK (match losing carrier records)	Yes	Zoom Phone Zoom Contact Centre

Additional requirements/documents

Austria

• Local address on the LOA must match the area code of the porting numbers.
• Proof of address and proof of ID are required.

Valid proof of ID are as follows:

• For individual end users:
  • A copy of an ID card or passport.
• For business end users:
  • A copy of the ID card / passport of an authorized representative.
  • A copy of the business registration.
  • A valid proof of address is proof of telecom services at the location of the end user.

Belgium

If your local telephone numbers are currently provided by a reseller, please ask your reseller to let you know the losing carrier name in Belgium to help speed up the number transfer process.

Bulgaria

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of physical numbers.

Mandatory requirements:

• Copy of bill
• Should be present in the LOA:
  • UIC (Unified Identification Code)
  • Company Stamp

Croatia

Required company documents:

• Copy of Court Registration
• Copy of legal representative's photo ID

Required residential documents:

• Copy of end user's photo ID

Other requirements:

• OIB (VAT) number of the end user is compulsory.

Czech Republic

DDI blocks/ranges of numbers cannot be split by the losing carrier and therefore, must be ported in full. Please contact your current phone provider for your full allocation of numbers.

Denmark

For Business customers:

• Please copy the LOA onto your business letter headed paper.

Estonia

LOA template must include a local address. If a company, a business number is required.

France

If your local telephone numbers are currently provided by a reseller, please ask your reseller to let you know the losing carrier name in France to help speed up the number transfer process. You may be asked to provide the RIO code for your porting numbers.

Note: The SIRET number is mandatory on the LOA.

If the end user is an individual:

• You will need to provide a copy of ID and proof of address.
• Valid ID can be:
  • National ID card
  • Passport

For a business end user:

• An Enterprise Registration Certificate / Business Registration document, such as a Kbis or INSEE document, which must be dated within the last 3 months.
• If the relevant address is not stated on this document, you will need to provide a valid proof of address*.

*Valid proof of address can be:

• A third-party issued monthly bank statement issued within the last six months.
• Any public utility bills such as gas or electric (showing regular use of services) that was issued in the last six months.
• A government document issued in the last year.

Germany

Porting is supported for business customers only. You must have a business registered in Germany with supporting documentation and a local address.

DDI blocks/ranges of numbers cannot be split by the losing carrier and therefore, must be ported in full. Please speak to your current phone provider for your full allocation of physical numbers.

A recent copy of your telephone bill is required (dated within the last 3 months).

Requirements for porting LOA:

• Local address on the LOA must match the area code of the porting numbers.
• LOA must be hand/wet signed. Electronic signatures are not accepted.
• Company stamp is mandatory on the LOA.
• If your numbers are currently provided by a reseller, please ask your reseller to let you know the losing carrier name in Germany as this is the supplier's name that will need to be noted on the LOA.
• Please use one LOA for single numbers and one LOA per DDI block. You cannot mix single numbers and DDI blocks on the same LOA.

Mandatory supporting documentation:

To validate a submission, we will need a copy of the following documents from you:

• The ID of an authorised representative of the company* (see list of Valid proofs of ID below).

And one of the following:

• Handelsregisterauszug (Germany Commercial Extract)
• Bescheinigung der Gewerbeanzeige (German Trade License).
• GewA1/GewA2 forms are acceptable if the form is stamped and signed by the authority.

Additional proof of address:

• The local address on your business document must be in the same area code as the porting numbers.
• If the address does not match, we will accept a recent utility bill (gas or electric) to support your business registration documents. This additional proof of address must be dated within the last 3 months.
• Please note that we do not accept "Urkundenrolle" (notary's register form/notary deed), office rental agreements, or invoices.

*Valid proofs of ID are as follows:

• Government issued ID from any country (Passport/National ID Card/Driving License ID Card)
  • We accept residence permits.
  • We accept ages of 18 years and over.
  • The ID must be of the representative named on the business registration or the ID of an authorized representative along with a document linking the authorized representative to the business must be provided.

If the individual is not listed on one of the above documents, we would need to receive, in addition, a document that links the individual to the company such as a letter with the company letterhead confirming that he/she is the authorised representative for the company and signed by their management or HR.

Greece

Proof of ownership of the porting numbers is required to port numbers in Greece along with the required documentation as detailed below.

For all customers:

• An invoice from the losing carrier that clearly lists all of the porting numbers. If the invoice does not list all of the numbers, please also obtain the attestation as described below.

or

• An attestation from the losing carrier stating the end user mentioned on the porting LOA owns all of the numbers that the end user wishes to port.

Required company documents

• Company Registration Certificate
• Copy of LOA signatory's photo ID/Passport

Required residential documents

• Copy of end user's photo ID/Passport

Ireland

A local address that matches the area code of the porting numbers is required. You can enter the billing address in the top right of the LOA under Address as shown on the most recent bill from the telecommunications supplier. Please ensure the required local address, including Eircode, is added next to the porting numbers or in your email to Zoom's porting team.

For multiple site/area code porting, please ensure the corresponding address is noted alongside the porting numbers. You can use an additional sheet if required.

Israel

Please complete and sign the LOA, once we receive this from you along with your supporting documentation, we will send this to our supplier to carry out a number portability check prior to submitting the port request to the losing carrier. If numbers can be ported, we will advise you of the estimated port date.

For all customers:

• Please provide us with your local address ensuring the address matches the area code of the porting numbers.
• Please complete sections C and E.
• LOA can be hand/wet signed or electronically signed using DocuSign, or Adobe.
• LOA to be dated within the last 3 months (dd/mm/yy format).
• Copy of recent telephone bill is required, if possible, this should list the porting numbers
  • If the telephone bill does not list the porting telephone numbers, then additional proof of ownership of the numbers is required.
  • Proof of ownership can be any document/correspondence with the losing carrier that lists the porting telephone numbers and proves a connection between the number and the owner of the line.
    
    • Some customers ask their current supplier for an email that lists the numbers that are to be ported and confirms that the customer owns them.
  • Proof of ownership must be dated within the last 3 months (dd/mm/yy format).
• If you own a DDI block of numbers with the losing carrier but do not wish to port in the entire block, you can ask your current supplier to split the block for you. Once this has been completed, you can submit your number porting request to Zoom Phone number porting team.

If the end user is an individual:

• Proof of ID is required for individual end users only. Suitable forms of proof can be a passport, National ID card or driving license.

Italy

Note: Port requests cannot be altered (cancelled/changed) once accepted.

The LOA must be signed and stamped in both places, without this the LOA cannot be accepted for porting.

DDI blocks / ranges cannot be split and must be ported in full. Ranges can only be in blocks of 10, 100 or 1000 numbers. If in doubt, please clarify your number allocation with your current supplier.

The migration code from the losing supplier is required on all ports and must be noted on the LOA.

The secret code should be at least 13 characters.

Address and ID requirement

If the end user is an individual:

• Name and address
• Birth location and date
• Nationality
• Tax code
• Copy of Passport (proof of the end user identity)

For a business end user:

• Name and address of the company
• VAT number

In addition, the following details of an authorized representative are required:

• Name and address
• Birth location and date
• Nationality
• Tax code
• Copy of Passport (proof of the authorized representative identity)

Lithuania

VAT number and local address are required on the LOA. You may be asked to provide proof of identification.

Required documents:

• Business Registration Certificate
• The address on the LOA must be within Lithuania.
• Completed and signed LOA
• Copy of recent telephone bill

Luxembourg

The account number is mandatory.

The LOA should note your main billing telephone number only, please contact your current supplier to find out what this is.

If you wish to provision extensions of this main billing number onto your Zoom Phone account, please let us know the extensions at the time of submitting your porting request to us. You can do this by listing the numbers in your email or by attaching them on an Excel document.

Norway

Porting is not supported for mobile numbers. Porting is only supported for business customers.

Required documents:

• Company Registration Certificate
• The address on the LOA must match the area code of the porting numbers.
• Completed and signed LOA
• Copy of recent telephone bill

Poland

• Latest Invoice

Portugal

Once we receive your number porting request, we will send you an additional document that will need to be completed and signed.

Required documents:

• Completed and signed LOA
• Copy of recent telephone bill
• Copy of Certidão de Registo Comercial (commercial registry certificate)
• Copy of legal representative's photo ID
  • Identity document type and the number is mandatory (Passport, ID, NIF, Residence card).

Other requirements:

The signature (or signatures) must be from the person or persons that are legally empowered to sign on behalf of the Company to which the phone numbers were assigned by the Operator.

Romania

The contract number is required.

Required documents:

• Completed and signed LOA
• Recent telephone bill
• Copy of the LOA signatory's photo ID (Passport)

South Africa

• Number portability checks will be carried out prior to submitting the port to your current carrier.
• The person signing the LOA and requesting the port must be authorised to make changes to the account with your current provider.
• There may be times when the providers advise some numbers as non-portable.
• Porting usually takes an average of 45 days from the day of LOA submission to the losing carrier.

Spain

If your local telephone numbers are currently provided by a reseller, please ask your reseller to let you know the losing carrier name in Spain to help speed up the number transfer process.

UK

All UK Local numbers are registered to a UK address, if you do not know the address associated with your numbers, please speak to your current service provider for assistance.

Required documents for Local numbers:

• LOA is required
• Please sign each page of the LOA
• Copy of recent telephone bill is required (dated within the last 3 months)

Required documents for 03 UK-wide numbers:

We can port 03 numbers with the following prefixes only: 0330, 0333, 0300, 0303. 

• LOA is required
• Please sign each page of the LOA
• Copy of recent telephone bill is required (dated within the last 3 months)

Please use the appropriate LOA for each number type (one LOA for Local numbers, one LOA for 03 UK-wide numbers, and one LOA for Freephone numbers).

We can accept hand/wet signed or electronically signed using DocuSign, or Adobe.

Lead times

Lead times for all EMEA 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 dependent on the accuracy of the information provided. We will always keep you advised of progress.

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

UK

Porting in the UK takes an average of 30 business days, we can port sooner or later than this.

South Africa

Porting usually takes an average of 45 days from the day of LOA submission to the losing carrier.

EMEA

Average lead time is 30 to 60 business days. This may also depend on any contractual obligations with your losing provider. We can port sooner or later than this.

 

With all porting, it is advisable to plan ahead and minimise change requests to your port dates in order to reduce the risk of numbers porting when you are not ready since some countries/carriers cannot accept date change requests.