Requesting a toll-free number port (EMEA)
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A toll-free number port allows you to move your existing number from one Telecommunications Service Provider to Zoom Phone.
If you are porting in Contact Centre numbers, please contact the porting team at numberportingemea@zoom.us and we can discuss your requirements with you.
Note: 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
- 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.
- 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 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 Centre
- 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
- Zoom will review and confirm receipt of the request and provide an update as the order progresses.
- 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
- 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).
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 |
Austria 43 800 |
Latest invoice
|
Global |
Company customer pays bills to |
N/A |
Croatia 385 800 |
Latest invoice |
Global |
Company customer pays bills to |
N/A |
Cyprus 357 800 |
Latest invoice |
Within Cyprus |
Company customer pays bills to |
Numbers to port have to be single lines or all block has to be ported |
Czech Republic 420 800 |
Latest invoice |
Global |
Company customer pays bills to |
N/A |
Denmark 45 800 to 808 |
Latest invoice |
Global |
Company customer pays bills to |
Full range to be ported |
Finland 358 800 |
Latest invoice |
Global |
Company customer pays bills to |
Full range to be ported |
Greece 30 800 |
Latest invoice |
Global |
Company customer pays bills to |
N/A |
Hungary 36 800 |
Latest invoice |
Global |
Local carrier in Hungary |
N/A |
Ireland 353 1800 |
Latest invoice |
Global |
|
Full range to be ported |
Israel 972 1700 / 1800 |
Latest invoice or |
Global |
Company customer pays bills to |
N/A |
Latvia 371 80 |
Latest invoice |
Global |
Company customer pays bills to |
N/A |
Lithuania 370 800 |
Latest invoice |
Within Lithuania |
Company customer pays bills to |
N/A |
Luxembourg 352 800 |
Latest invoice |
Global |
Company customer pays bills to |
N/A |
Netherlands 31 800 |
Latest invoice |
Global |
Company customer pays bills to |
Full range to be ported |
Poland 48 800 |
Latest invoice |
Global |
Company customer pays bills to |
Full range to be ported |
Romania 40 800 / 808 |
LOA Latest invoice |
Global |
Company customer pays bills to |
N/A |
Slovakia 421 800 |
Latest invoice |
Global |
Company customer pays bills to |
N/A |
Slovenia 386 80 |
Latest invoice |
Global |
Company customer pays bills to |
N/A |
Spain 34 800 / 900 |
Latest invoice |
Global |
Local carrier in Spain |
N/A |
Sweden 46 20 / 200 |
Latest invoice |
Global |
Company customer pays bills to |
Full range to be ported |
Switzerland 41 800 |
Latest invoice Bakom Ownership Letter |
Global |
Company customer pays bills to |
Full range to be ported |
United Kingdom 44 0800 / 0808 |
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 |
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.
If you are porting in Contact Centre numbers, please contact the porting team at numberportingemea@zoom.us and we can discuss your requirements with you.
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
Each Toll-Free number must have a corresponding LOA filled in (one LOA per porting number).
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.
If you are porting in Contact Centre numbers, please contact the porting team at numberportingemea@zoom.us and we can discuss your requirements with you.
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
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