Troubleshooting and FAQ

Best Practices

• Do not cancel your telephone service with your current service provider. You may be at risk of losing your telephone numbers if your contract is terminated before the transfer request has been completed.

• The information you provide must match exactly what is found on the current carrier's Customer Service Record.

• If you have broadband installed on any of your porting telephone numbers, you will lose your broadband service once the number port completes.

• If you have alarm monitoring services on any telephone numbers, the port request may be rejected until services are moved or ceased.

Frequently Asked Questions

I want to forward my existing numbers to my Zoom Phone account.

Yes, you can. Contact your current service provider about forwarding to your Zoom Phone account before submitting your porting request.

My existing service will work during the porting process.

Your existing service will work as is during the porting process if you do not make any account changes. Once your number has transferred to Zoom, your old service will no longer function.

I need to know when to cancel my existing service.

Your service must remain active with your current service provider throughout the number porting process. You will be notified by Zoom once your number has successfully transferred, and you will be able to cancel your service with your old service provider at that time. Please note: Zoom cannot cancel your service on your behalf.

My porting order is taking longer than expected.

Porting can sometimes take longer than the standard timeframes, and there are several common reasons why this happens:The usual suspects:

• Legacy infrastructure – your numbers might be on older systems (these are called "Complex Ports")

• Provider migrations – your current company might be moving to new systems (common with VoIP/Cloud services)

• Company changes – mergers, acquisitions, or name changes can muddy the records

• Provider policies – some companies have longer response times built into their business rules

• Volume-related delays – sometimes it's a busy period for porting

My port request got canceled.

Port requests get automatically canceled in a few situations:Common cancellation reasons:

• No response from you – if we don't hear back within 15 business days, the system cancels the port request automatically

• Multiple underlying providers – your numbers belong to different carriers behind the scenes (common with VoIP/Cloud providers)

• Multiple locations – your numbers are registered to different addresses

My calls are still routing to my old phone system after the port is completed.

This is actually pretty common and has a technical name: "Residual Translations." Here's what's happening: Your old provider still has your numbers in their network system. They have 24 hours to remove your newly ported numbers, but sometimes they're slow about it. Contact your previous provider directly and ask them to remove the numbers from their network/switch. They can usually fix this quickly once you ask.

I want to know when I'll get updates about my port.

Our porting team is proactive about this! We check on your order status with suppliers every four business days and will reach out with updates as soon as we have them. The timing depends on the lead times for your specific region and provider.

My porting order is going to take a really long time.

Those lead times aren't arbitrary – they're dictated by each carrier's business rules within government regulations. Your current provider might need extra validation time or have complex back-office processes. We work hard to get responses from losing providers with enough advance notice so you can prepare for your port activation day.

I want to check my current porting order status.

Easy! Your phone number status will appear in your Zoom online account about one working day after you submit your porting order – look for "Pending Numbers." You'll also get notifications every 4 business days or whenever we have relevant updates.

I want to add or remove numbers from my existing porting order.

Unfortunately, that's not possible. You need to list all the numbers you want to port before submitting the order. If you need to make changes, the entire order has to be canceled and resubmitted, which sets the whole process back to day one.My porting order has a scheduled date, and I want to move it earlier.Expedited porting isn't possible and isn't supported. The dates are set based on carrier availability and regulatory requirements.

I want Zoom to reverse or undo my completed porting order.

We can try, but it's not always possible. Porting reversals (snap-backs) aren't universally supported and are dependent on the losing carrier. If the reversal gets denied, you'll need to contact your old service provider to start a new Local Number Portability (LNP) process to move the numbers back to their system.

I want to request a weekend, evening, or holiday port date.

Sorry, but we only support port activations on business days, Monday through Friday. No weekend, evening, or holiday port times are available.

I want to reschedule my porting activation date.

Yes, but it's complicated. Rescheduling requires withdrawing the existing order and submitting a new one, which sets the entire process back to day one. It's a best-effort basis, and different countries have different advance notice requirements for changes. Most times, the date on toll-free port requests cannot be changed once FOC is provided.Check the country guidelines for specific timing requirements.

My order was denied, and I need to contact my provider.

Order denials are actually a normal part of the porting process – don't panic! We'll try to fix most denial reasons without involving you. We'll only ask you to contact your service provider if the denial is due to information mismatches, since we don't have authorization to access your account information due to privacy rules.

Common Issues

The address on my porting order doesn't match my current provider's records.

We'll try to pull records to resolve the mismatch, but if that doesn't work, you'll need to get the correct address information from your provider and send it to us.

My account number is missing or doesn't match my provider's records.

Check your most recent bill for the correct account number and send it to us for resubmission.

My port was rejected because the number appears disconnected.

All numbers must be active to port successfully. Sometimes numbers appear to be active (i.e. they ring through to the user), but the account status with the current carrier is "inactive" or the numbers are not in a "portable status". This isn't anything that we can assist with, and will need to be worked out directly with the current carrier.Contact your service provider to reactivate the service, then we can try again.

My BTN (Billing Telephone Number) is incorrect, and the provider can't find my account.

Contact your service provider to get the correct BTN – this is usually the main number on your account that they use to look up your records.

My port is being rejected for a name mismatch.

We'll try to pull a copy of your records to resolve this, but if that doesn't work, you'll need to get the exact name from your service provider.

There's an issue with my partial port or migration indicator setting.

We need to update the request type. If you're keeping the main billing number with your old provider but porting other numbers, you'll need to provide a new main billing number.

A passcode or PIN is required for my mobile port, or the one I provided is invalid.

Contact your mobile provider to get or update your account PIN. This is required for all wireless number ports, no exceptions.

There's a pending order preventing my port from proceeding.

Contact your service provider to resolve or complete the pending order, then we can proceed.

My account or phone number has a lock or freeze on it.

Contact your provider to remove the lock or freeze – they're the only ones who can do this.

I need to provide a copy of my bill, or the one I submitted is outdated.

Upload a copy of your bill that's dated within the last 45 days (some regions require 30 days or 3 months – check your specific requirements).

The person requesting the port isn't authorized to make account changes.

Contact your provider to verify who's authorized to make account changes, then either get authorization for the current person or have an authorized person submit the request.