# EMEA Porting

### Timeframes and Activation Windows

#### <mark style="color:blue;">How Long Will Ports Take?</mark>

These are guidelines and average timeframes and are always subject to change based on losing carrier workload.

* **UK**: 30 days
* **South Africa**: 45 days
* **Rest of EMEA**: 30-60 days

#### <mark style="color:blue;">When Will My Port Occur?</mark>

Porting windows can last up to 3 hours. The below times are approximate.

* **UK**: 9:00 am Local Time
* **Ireland**: 11:00 am Local Time
* **Germany**: 6:00-8:00 am Local Time
* **Italy**: 6:00 am Local Time
* **Bulgaria**: 9:30 am - 12:30 pm Local Time
* **Rest of EMEA**: Time slots provided upon port confirmation
* **Schedule**: Monday – Friday (except Bank Holidays)

{% hint style="info" %}
**Note**

Downtime is to be expected during EMEA number ports.
{% endhint %}

#### <mark style="color:blue;">Guidelines</mark>

* 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.
* Please do not redline or amend the LOA template; the format and wording should not be changed.
* 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](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0061279) 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.

{% hint style="info" %}
**Note**

Raise one order per LOA / per country of port.
{% endhint %}

### Local Number Porting

#### <mark style="color:blue;">Important Considerations</mark>

* **Do not cancel** your service with the losing supplier, as we cannot port inactive numbers.
* **Plan ahead** and minimize change requests to reduce risks.
* Port activations take place during business hours only in the local country of port.
* In most European countries, the address noted on the LOA must match the geographic area code of the porting telephone numbers.
* We cannot port international mobile numbers in EMEA countries [except for the UK](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0064748#h_01EH8K7B5NWAN25TYN4TAXRKW8).
* Some carriers do not split blocks/ranges of numbers, therefore they must be ported in full.
* LOAs **must be** hand/wet signed or electronically signed using DocuSign or Adobe.
* Note in your request whether the incoming numbers are Zoom Phone, Zoom Contact Center, or a mix of both.

#### <mark style="color:blue;">How to Request a Number Port</mark>

1. **Download** and complete the required [Letter of Authorization (LOA)](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0064748#h_f2a47b43-28a5-48c7-8240-8379a70095d4) from the respective country.
   * See the [porting guide](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0064748#h_65e0ac5c-0833-407d-879f-26f9b787e091) if you need help.
   * Use one LOA template per supplier / per site address for all European countries.
   * If you currently have trial/temporary numbers and would like to swap them when the port is complete, please complete the [Number Swap Sheet](https://assets.zoom.us/docs/Number-Swap-Sheet/Number%2BSwap%2BSheet.xlsx). Numbers swapped in will be a like-for-like replacement of the numbers swapped out.
2. **Submit** your order [here](https://support.zoom.com/hc/en/new-request?id=new_request\&sys_id=cb06ab4b8702255089a37408dabb3555\&ticket_form_id=360000723312) 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 make 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 details and instructions
       * Add a note if the order is for the BYOC number port.
       * Let us know if any of the porting numbers are for Zoom Contact Center.
       * 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](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0064748#h_f2a47b43-28a5-48c7-8240-8379a70095d4). 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](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0064748#h_f2a47b43-28a5-48c7-8240-8379a70095d4) 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](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0060212).

#### <mark style="color:blue;">Additional EMEA Local Porting Requirements</mark>

For up-to-date information, check our [EMEA Requirements table](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0064748#h_f2a47b43-28a5-48c7-8240-8379a70095d4) and a [list of additional documents needed per country for Local number Porting](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0064748#h_ee81f41c-3f85-4550-924f-1ed11d0b21cc).

### Toll-Free Number Porting

#### <mark style="color:blue;">To Port Toll-free Numbers:</mark>

1. **Download** and complete the required [Letter of Authorisation (LOA)](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0065377#h_f2a47b43-28a5-48c7-8240-8379a70095d4) from the respective country.
   * See the [porting guides](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0065377#h_65e0ac5c-0833-407d-879f-26f9b787e091) 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](https://assets.zoom.us/docs/Number-Swap-Sheet/Number%2BSwap%2BSheet.xlsx). Numbers swapped in will be a like-for-like replacement of the numbers swapped out.
2. **Submit** your order [here](https://support.zoom.com/hc/en/new-request?id=new_request\&sys_id=cb06ab4b8702255089a37408dabb3555) 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 make 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
   * **PCI-PAL**: Please select Yes if you require PCI-PAL (PCI-PAL provides a secure payment solution), select No if you do not require this.
   * **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 Zoom Contact Center
     * You can use this form to request a migration from Zoom Phone to Zoom Contact Center
   * **Attachments**:
     * Completed and hand/wet-signed [LOA](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0065377#h_f2a47b43-28a5-48c7-8240-8379a70095d4).
     * Recent telephone bill relating to your porting numbers, which should be dated within the last 3 months.
     * Any other [required documentation](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0065377#h_f2a47b43-28a5-48c7-8240-8379a70095d4) 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](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0060212).

#### <mark style="color:blue;">Additional EMEA Toll-Free Requirements</mark>

Refer to our support article for [specific LOAs for the EMEA Region](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0065377#h_f2a47b43-28a5-48c7-8240-8379a70095d4) and a [list of additional documents needed per country for Toll-Free porting.](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0065377#h_ee81f41c-3f85-4550-924f-1ed11d0b21cc)


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