Requesting a number port (APAC) in zoom App

Overview

In order to port an existing number from another provider to your Zoom Phone account, you will need to contact the other carrier.

Note:

• In APAC, there is support for local number portability.
• Currently, only Australian and New Zealand toll-free numbers can be maintained as local numbers
• Numbers
• Numbers. We are unable to provide number porting services in APAC countries.
• See our list of common porting issues and questions if you are having issues during the porting process.

Prerequisites

• Ownership or administrative privileges of the account
• That has a license for Zoom Phone
• a recent bill/invoice showing ownership or administrative privileges

Requesting a number port

1. Get the required Letter of Authorization (LOA) from the country in question and fill it out entirely.
   • If you need help, please refer to our porting guidelines.
   • In the event that you currently have a POC (proof of concept) or trial number and would like them switched when the port is finished, please fill out the Number Swap Form. Numbers left out of the system will be replaced by like numbers, i.e. like amounts will replace like amounts.
2. If you wish to place an order, please use the following link and upload the following:
   • Your signed Letter of Authorization (handwritten or digitally signed)
   • An invoice relating to your porting number invoice, which has to be dated within the last 30 days, should accompany your recent telephone bill.
   • Additionally, any other documents that are needed depending on where you are moving to should be accompanied.
3. Once the request is reviewed by Zoom, it will be confirmed.
4. In order to validate the information on the LOA, Zoom will send a request to your losing provider. This is because the transfer request is contingent upon the losing provider’s approval. Once Zoom and the losing provider have agreed, the number porting will be scheduled by Zoom and the losing provider together. Once they have been approved, you will be able to manage them in Zoom’s web portal once they have been approved.

Guidelines

• You must provide information that is exactly the same as what your current provider knows about you.
• Most of the countries located in Asia and the Pacific need the address on the LOA to be the same as the geographic area code of the number that is being ported.
• It is recommended to write the porting numbers on the body of the LOA instead of attaching them to it, unless otherwise allowed.
• Due to the fact that some countries do not allow blocks/ranges of numbers to be split, the DDI blocks may need to be ported in full. If you need more information, please consult the frequently asked questions.
• You can only carry out number portability checks once your order has been submitted. It is possible that there may be instances when the losing provider will advise that a number cannot be transferred.
• While the porting number is being transferred away from the losing provider, you may experience a temporary loss of service to incoming calls during the port activation window.
• From the time the request is submitted, porting usually takes 35 business days. Find out more about timeframes.

Requirements

When requesting a number port, refer to the following table for instructions on downloading the LOA form and copying the required subject line. Additional documentation may be required depending on the country of porting.

Country	LOA and guidelines	Email subject
Australia and New Zealand	PAF/LOA PAF guidelines	AU/NZ number port
Singapore	LOA LOA guidelinesSee additional requirements.	SG number port

 

Additional requirements

Singapore

• It must be signed, dated, and stamped (matches the donor’s records) and are required to be signed, dated, and stamped within 35 business days of your submission of the porting request.
• A copy of the ARCA Business Registration Certificate is attached to the Letter of Authority.
• Singapore’s government issues unique entity numbers (UENs) as a way to identify all entities that operate within the country. These UENs are assigned to both you and your company.

Guidelines

Singapore

• It is generally accepted that local numbers (+656xx) can be moved from one location to another. In contrast, national numbers (+653XX) cannot be moved.
• There may be some cases in which partial porting (not moving everything to the new provider) is permitted, however, it will depend on the agreement between the losing provider and yourself, which needs to be arranged prior to requesting the porting. Partially transferring numbers is not very common due to local regulations and the way phone numbers are allocated in the country.
• It is very important to provide a specific time and date upfront. Although changing the date is not recommended, it is possible with maximum advance notice (at least 7 working days prior to the event). Due to the complications caused by the port, change requests should be kept to a minimum. If you would like to make a change to the date or cancel the reservation, please give us at least five working days’ notice. We can also change the address for emergency assistance.
• In general, the supplier will respond to a request within 5-10 working days. Once the site is moved, the request can be placed.

Time frame

APAC ports are all subject to different timelines, which differ depending on the regulatory requirements in the port country, as well as the responsiveness of the suppliers within the chain. Moreover, the information provided by the port authorities needs to be accurate to ensure the smooth process. We will always update you on the progress of the project.

Note:

While the numbers are ported from the losing supplier to the new, you may experience some loss of service to incoming calls on the day of the transfer during the activation window. It is possible for the porting process to occur sooner or later than the lead times quoted.

Singapore

• If less than 100 numbers are being ported, the time frame for porting may be as long as 35 business days.
• There is a mandatory porting activation time window Monday through Friday between the hours of 2 p.m. and 4 p.m. SGT (the porting time window is typically 0 – 2.5 hours but can be extended depending on loss of carrier).

Australia and New Zealand

• There is a possibility that the transfer process may take up to 10 weeks (depending on the carrier you lose).
• Your number will be ported during normal working hours in Australia. After it begins, there will be a possible downtime of 30 minutes to 2 hours depending on the severity of the issue.
• It is possible to move numbers in blocks or separately. Please let us know which numbers you want to keep if we inform you that your current provider informs us that your current numbers are in blocks and as such need to be ported, but you do not wish to keep them or add additional licenses for them. All of the remaining numbers will be returned to the provider, which means that you will no longer have access to them.