Requesting a toll-free number port (EMEA)

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

Important Notes:

• If you are porting Contact Center numbers, please let us know when submitting your porting request. The Zoom porting team will be able to discuss your requirements with you.
• If you are porting a combination of Zoom Phone and Zoom Contact Center numbers, please note this in your ticket.
• If you would like to migrate your existing Zoom Phone numbers to Zoom Contact Center, you may use the Requesting a number port form further below for your request. Please be sure to inform us of the migration request.
• To know our porting activation times, and porting time frames, or if you are facing issues during the porting process, please visit our FAQ page. 

This article covers:

• How to request a toll-free number port
• Guidelines
• Requirements
• Additional requirements/documents
• Reasons for rejection

Prerequisites for requesting a toll-free number port (EMEA)

• Account owner or admin privileges
• Zoom Phone toll-free phone licenses
• Completed the Zoom Phone initial setup

How to request a toll-free number port

1. Download and complete the required Letter of Authorisation (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
   • 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 details below are present for a smooth transaction)
     • Zoom Phone Account Number
     • Additional instructions (Optional)
     • Let us know if any of the porting numbers are for Contact Center
     • You can use this form to request a migration from Zoom Phone to Zoom Contact Center
   • Attachments:
     
     • Completed and hand-signed LOA
     • Recent telephone bill relating to your porting numbers which 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.
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 contacting 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

Guidelines

• Copy of telephone bill dated within the last 3 months is required.
• The information you provide must match exactly what’s on record with your current provider.
• LOA must be hand/wet signed and dated within the last 3 months. Electronically signed LOAs are not accepted in most EMEA countries.
• Your phone provider's name is required on the LOA.
• LOA needs to be in EU date format (dd-mm-yyyy).
• In some European countries, the address noted on the LOA must match the country of the porting telephone numbers. Please check the porting guidelines for further information.
• All porting numbers need to be noted on the body of the LOA rather than as attachments.
• DDI blocks of numbers may require porting in full 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.
• Porting usually takes an average of 30 days from the day of submission. 

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 order per LOA / per country of port.

Country Country code TF dialing code	LOA and guide	Address requirements	Losing carrier name required	DDI range requirements	Product
Austria 43 800	LOA LOA (EN) Latest invoice See additional requirements	Global	Company customer pays bills to	N/A	Zoom Phone only
Croatia 385 800	LOA LOA Guide Latest invoice See additional requirements	Global	Company customer pays bills to	N/A	Zoom Phone Zoom Contact Center
Cyprus 357 800	LOA Latest invoice See additional requirements	Within Cyprus	Company customer pays bills to	Numbers to port have to be single lines or all block has to be ported	Zoom Phone only
Czech Republic 420 800	LOA Latest invoice	Global	Company customer pays bills to	N/A	Zoom Phone Zoom Contact Center
Denmark 45 800 to 808 8090	LOA LOA Guide Latest invoice	Global	Company customer pays bills to	Full range to be ported	Zoom Phone Zoom Contact Center
Finland 358 800	LOA Latest invoice	Global	Company customer pays bills to	Full range to be ported	Zoom Phone Zoom Contact Center
Greece 30 800	LOA Latest invoice See additional requirements	Global	Company customer pays bills to	N/A	Zoom Phone Zoom Contact Center
Hungary 36 800	LOA Latest invoice	Global	Local carrier in Hungary	N/A	Zoom Phone Zoom Contact Center
Ireland 353 1800	LOA Latest invoice	Global	Company customer pays bills to	Full range to be ported	Zoom Phone Zoom Contact Center
Israel 972 1700 / 1800	LOA Latest invoice or Proof of ownership See additional requirements	Global	Company customer pays bills to	N/A	Zoom Phone only
Latvia 371 80	LOA Latest invoice See additional requirements	Global	Company customer pays bills to	N/A	Zoom Phone only
Lithuania 370 800	LOA Latest invoice See additional requirements	Within Lithuania	Company customer pays bills to	N/A	Zoom Phone Zoom Contact Center
Luxembourg 352 800	LOA Latest invoice See additional requirements	Global	Company customer pays bills to	N/A	Zoom Phone Zoom Contact Center
Netherlands 31 800	LOA Latest invoice	Global	Company customer pays bills to	Full range to be ported	Zoom Phone Zoom Contact Center
Poland 48 800	LOA LOA Guide Latest invoice See additional requirements	Global	Company customer pays bills to	Full range to be ported	Zoom Phone Zoom Contact Center
Romania 40 800 / 808	LOA (one LOA per toll free number) LOA Guide Latest invoice See additional requirements	Global	Company customer pays bills to	N/A	Zoom Phone Zoom Contact Center
Slovakia 421 800	LOA Latest invoice See additional requirements	Global	Company customer pays bills to	N/A	Zoom Phone Zoom Contact Center
Slovenia 386 80	LOA LOA (EN) Latest invoice	Global	Company customer pays bills to	N/A	Zoom Phone Zoom Contact Center
Spain 34 800 / 900	LOA Latest invoice See additional requirements	Global	Local carrier in Spain	N/A	Zoom Phone Zoom Contact Center
Sweden 46 20 / 200	LOA Latest invoice See additional requirements	Global	Company customer pays bills to	Full range to be ported	Zoom Phone Zoom Contact Center
Switzerland 41 800	LOA Latest invoice Bakom Ownership Letter See additional requirements	Global	Company customer pays bills to	Full range to be ported	Zoom Phone Zoom Contact Center
United Kingdom 44 0800 / 0808	LOA We recommend you give the LOA to your current supplier to fill it in with the correct information.	Global	Local carrier in the UK	N/A	Zoom Phone Zoom Contact Center

Additional requirements/documents

Austria

Proof of address:

Valid proofs of address include third party issued bank statements, utility bills (all issued in the previous 6 months) and government documents (issued in the previous year), or IDs listing the submitted address such as government-issued IDs, passports, drivers licenses and business registration. 

Proof of ID:

• • For individual end users: A copy of an ID card or passport.
  • For business end users: A ZIP file containing the ID / passport of an authorised representative together with a copy of the business registration.

Croatia

OIB (VAT) number of the end user is compulsory

Proof of ID:

• Required company documents:
  • Copy of Court Registration
  • Copy of legal representative's photo ID
• Required residential documents:
  • Copy of end user's photo ID

Cyprus

Number portability is available only for legal entities based in Cyprus.

Hard copies of required documentation have to be sent to Zoom’s carrier.

Proof of ID:

• Required company documents:
  • Copy of 'Certificate of Directors and Secretary of the company'
  • Copy of 'Certificate of Incorporation'
  • Copy of legal representative's photo ID
• Required residential documents:
  • Copy of end user's photo ID

Finland

Toll free numbers are ported under quotation.

Greece

Proof of ID:

• Required company documents: Copy of LOA signatory´s photo ID/Passport

Ireland

• It is mandatory to provide the main telephone number on the account.
• It is mandatory to provide a Wholesale Account Number.
• Type of the line mandatory on the LOA.

Israel

Required documents:

• LOA
• Recent telephone bill - if not available then please provide any document / correspondence with the abandoned operator that proves a connection between the number and the owner of the line.

Latvia

Toll-free numbers require the name and address of the end user.

Lithuania

VAT number and local address are needed on the LOA.

Required company information: A business number is required

Luxembourg

It is mandatory to provide the Account Number from Main Losing Carrier to which the requested number is assigned.

Poland

Hard copies of the LOA in Polish are to be hand signed by the end user and will need to be sent to Zoom’s carrier.

Romania

Requirements for porting LOA:

• Each Toll-Free number must have a corresponding LOA filled in (one LOA per porting number).
• Contract number is required

Required supporting documentation:

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

• Copy of the ID of the LOA signatory
  • This must be a government-issued ID from any country (Passport / National ID Card / Driving License ID Card)
• Recent invoice of the porting numbers

Slovakia

Please enquire with your current number operator whether porting away is possible via them.

Spain

CIF / NIF (VAT number from the end user), name and service address must be provided on the LOA.

Sweden

Number portability is available only to owners of Swedish Social Security / Organisation Number.

Tax number of the end user must be provided (Swedish Organization Number usually contains 12 digits leading with 16 if it is from a company and 19 or 20 if it is personal).

Switzerland

Toll free numbers porting in must initially be assigned to the customer, not the customer's current operator. For guidance, please see below:

Porting In – Toll Free Numbers in Switzerland

Porting in Swiss Toll-Free Numbers is slightly different from the usual process because it requires you to be the holder of the number.

Therefore, before porting Swiss phone numbers into the Zoom network, it is vital to make sure that any Toll-Free numbers you wish to port are assigned to you as the current holder of the number, and not to your current operator.

Verifying whether you're the current holder

In order to verify the allocation of your number, please access the following link: BAKOM Individual number allocation (0800, 084x, 090x): https://www.bakom.admin.ch/bakom/en/homepage/telecommunication/numbering-and-telephony/individual-number-allocation.html 

Here you will find consumer information on Swiss phone numbers that are allocated individually. These numbers are used to offer services in the following categories: Freephone Numbers (0800), Shared-cost Numbers (084x), Business and Marketing (0900), Games and Competitions (0901) and Adult Entertainment (0906).

Requesting a reallocation if you are not the holder

Note: If you are not the current holder of the number, you will need to request a reallocation of your number from your current carrier before raising a 'porting in' request with Zoom.

The reallocation process and duration depends on your current carrier. However, based on industry practice, you will need to download and fill in the form called Transfer of Individually Allocated Number from the following link:
https://www.bakom.admin.ch/bakom/en/homepage/telecommunication/numbering-and-telephony/individual-number-allocation.html 

Submitting a porting request to Zoom

The above form must be filled in by you and your current operator/carrier. Once the transfer is complete, you are free to submit a porting request to Zoom.

United Kingdom

We recommend you give the LOA to your current supplier to fill it in with the correct information.

Reasons for rejection

Austria

• Incorrect end-user name
• Incorrect service address
• Requested number is inactive

Croatia

• Incorrect end-user name
• Incorrect service address
• Requested number is inactive

Cyprus

• Incorrect end-user name
• Incorrect service address
• Requested number is inactive

Czech republic

• Incorrect end-user name
• Incorrect service address
• Requested number is inactive

Denmark

• Incorrect end-user name
• Incorrect service address
• Requested number is part of a range of DIDs
• Requested number is inactive

Finland

• Incorrect end-user name
• Incorrect service address
• Requested number is part of a range of DIDs
• Requested number is inactive

Greece

• Incorrect end-user name
• Incorrect service address

Hungary

• Incorrect end-user name
• Incorrect service address
• Requested number is inactive

Lithuania

• Incorrect end-user name
• Incorrect service address

Luxembourg

• Incorrect end user name
• Incorrect service address
• Missing account number

Netherlands

• Incorrect end-user name
• Incorrect service address
• Requested number is part of a range of DIDs
• Requested number is inactive
• Ongoing contract in place

Poland

• Incorrect end-user name
• Incorrect service address
• Ongoing contract in place
• Requested number is part of a range of DIDs

Romania

• Incorrect end-user name
• Incorrect service address

Slovakia

• Incorrect end-user name
• Incorrect service address

Slovenia

• Incorrect end-user name
• Incorrect service address

Spain

• Incorrect end-user name
• Incorrect service address
• Name of the donor reseller is missing
• Tax number is incorrect or missing
• Requested number is inactive

Sweden

• Incorrect end-user name
• Incorrect service address
• Tax number or organization number is incorrect
• Requested number is part of a range of DIDs
• Requested number is inactive

Switzerland

• Incorrect end-user name
• Incorrect service address
• Requested number is part of a range of DIDs
• Ongoing contract for requested numbers
• Requested number is inactive