# Zoom Phone Mobile Explainer

This document introduces Zoom Phone Mobile, Zoom's fixed-mobile convergence (FMC) service that extends enterprise calling to employees' smartphones using embedded SIM (eSIM) technology. It covers how the service works, how administrators deploy and manage it, the end-user experience, and important requirements and limitations to know before deploying.

## What Is Zoom Phone Mobile?

#### <mark style="color:blue;">Zoom Phone Mobile brings enterprise calling to the cellular network — not just the app</mark>

Most enterprise mobile calling solutions route business calls through an app over a data connection, which means call quality depends on Wi-Fi or cellular data availability. Zoom Phone Mobile takes a different approach: it provisions a genuine mobile business number directly onto an employee's smartphone using eSIM technology. Business calls are made and received through the phone's native dialer, carried over the cellular voice network — the same infrastructure used for standard mobile calls.

Zoom operates as a Mobile Virtual Network Operator (MVNO), partnering with established mobile network providers to deliver carrier-grade voice quality without requiring customers to negotiate direct carrier contracts or issue a second device to employees.

#### <mark style="color:blue;">Employees get a dedicated business number, voicemail, and call handling — all on the same device as their personal line</mark>

With Zoom Phone Mobile, a single smartphone can carry two distinct identities: a personal SIM and a Zoom Phone Mobile business eSIM. Employees make and receive business calls through the phone's native dialer using the business number, while personal calls continue on the personal SIM without interference. For organizations with BYOD policies, this separation is important — employees retain complete privacy over personal usage while the organization maintains full oversight of business communications.

#### <mark style="color:blue;">eSIM technology makes it possible to provision a business mobile number without touching a physical SIM</mark>

An embedded SIM (eSIM) is a programmable chip built directly into modern smartphones. Unlike a physical SIM card, an eSIM can be remotely provisioned with a new cellular plan — no hardware swap required. This means an enterprise can assign a corporate mobile number to an employee's existing device, activate carrier-grade voice and data, and manage the entire lifecycle centrally, all without shipping hardware.

Compatible devices include iPhone XS and later (iOS 15.4 or later recommended), Google Pixel 7 and later, and Samsung Galaxy devices running Android 13 or 14. All supported devices must be carrier-unlocked prior to deployment.

## How Zoom Phone Mobile Works

#### <mark style="color:blue;">The Zoom admin portal, native dialer, and Zoom Workplace app work together to deliver a unified mobile experience</mark>

Zoom Phone Mobile is not a standalone service — it is an extension of the Zoom Phone enterprise platform. The business number, voicemail, call handling rules, presence, and call recording are all managed centrally through the Zoom admin portal. Users access advanced features through the Zoom Workplace app, while everyday calling flows naturally through the phone's native dialer.

| **Layer**          | **What It Handles**                                                               |
| ------------------ | --------------------------------------------------------------------------------- |
| Native Dialer      | Carrier-grade voice calls on the cellular network via the phone's built-in dialer |
| Zoom Workplace App | Voicemail, presence, call transfer, recording, and advanced call handling         |
| Zoom Admin Portal  | Centralized eSIM management, provisioning, roaming control, and usage reporting   |

#### <mark style="color:blue;">Zoom Phone Mobile works through the native dialer even when the Zoom Workplace app is not installed or running</mark>

Users can make and receive business calls through the device's native dialer without the Zoom app installed or active. The Zoom Workplace app is recommended for accessing voicemail, call history, presence, and settings, but is not required for basic calling.

## Administrative Capabilities

#### <mark style="color:blue;">Administrators assign eSIM packages to users directly from the Zoom web portal — no manual SIM handling or carrier coordination required</mark>

When a Zoom Phone Mobile license is assigned, the system automatically creates a mobile device endpoint for the user, generates the eSIM credentials, and sends an activation email containing a QR code. The eSIM Management dashboard provides a real-time view of every package across the organization — user, assigned package, phone number, and eSIM status at a glance.

#### <mark style="color:blue;">Two license configurations are available to match different user profiles</mark>

Zoom Phone Mobile licenses come in two configurations: Primary line (recommended for users who will use the eSIM as their main work SIM) and Secondary line (designed for BYOD users who want a dedicated business line alongside their personal SIM). Organizations can deploy a mix of both across users within the same account.

| SIM Line Type        | Primary Line                        | Secondary Line (DSDS)                            |
| -------------------- | ----------------------------------- | ------------------------------------------------ |
| High-speed data      | 50 GB, then throttled to 500 Kbps   | 2 GB, then throttled to 500 Kbps                 |
| Mobile hotspot       | Up to 20 GB (within data allowance) | Not supported                                    |
| Domestic voice & SMS | Included                            | Included                                         |
| Mobile eSIM number   | Included                            | Included                                         |
| Best for             | Power users; primary work device    | BYOD; secondary business line on personal device |

{% hint style="danger" %}
**Warning**

SIM configuration on the device must match the license type issued. Installing a Secondary line license on the Primary SIM slot — or vice versa — violates the Acceptable Fair Use Policy and will result in automatic suspension of data connectivity until corrected. License type is communicated in the user's activation email.
{% endhint %}

#### <mark style="color:blue;">Administrators retain full control over the eSIM lifecycle throughout an employee's tenure</mark>

The eSIM Management portal supports three key lifecycle actions that administrators can perform at any time:

* **Issue new eSIM:** Used when a device is lost or stolen, or when reissuance is needed due to installation failure. The previous eSIM is deactivated immediately, preventing unauthorized use of the business number.
* **Deactivate / Enable:** Temporarily suspend or restore a user's eSIM service without deleting the package — useful during offboarding workflows or device investigations.
* **View roaming details:** Monitor each user's active and historical roaming windows, including days consumed and billing exposure, with the option to edit or terminate active roaming periods.

### Roaming

#### <mark style="color:blue;">International roaming is disabled by default, protecting organizations from unexpected charges</mark>

Administrators can enable roaming for individual users on a date-range basis through the eSIM Management portal. Zoom Phone Mobile uses a Day Pass model: each pass provides 1 GB of data in addition to the user's standard voice and messaging allowance, covering more than 100 countries and territories across Europe, North America, Latin America, Asia-Pacific, the Middle East, and Africa.

#### <mark style="color:blue;">Billing is tied to actual roaming days consumed — not the administrative window configured by IT</mark>

If a trip ends early, charges stop automatically when the device stops connecting to a roaming network. Administrators can also manually terminate an active roaming entry to stop service immediately. Users are notified by SMS when their device registers on a roaming network, providing transparency for both IT and the traveling employee.

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

To avoid roaming charges entirely when traveling outside of Home and Home Away countries, the device should be placed into airplane mode with Wi-Fi re-enabled. Receiving inbound text messages does not incur roaming charges.
{% endhint %}

#### <mark style="color:blue;">The Zoom Phone Charge Log provides granular visibility into roaming consumption and billing</mark>

The Charge Log report includes a dedicated eSIM Roaming tab. Administrators can filter by time period and phone number, view per-day roaming usage alongside billing rate and subscription data, and export records to CSV for finance reconciliation — without relying on separate carrier portals.

## End-User Experience

#### <mark style="color:blue;">Employees activate their eSIM in three steps using a QR code — no IT visit required</mark>

When an administrator assigns a Zoom Phone Mobile license, the user receives an activation email containing a QR code and step-by-step instructions. Activation is a three-step process on most devices.

{% stepper %}
{% step %}
**Scan the QR code**

Scan the QR code in the activation email using the device camera (or follow manual activation instructions if QR scanning is not possible).
{% endstep %}

{% step %}
**Tap "Add Cellular Plan"**

When prompted by the device, tap "Add Cellular Plan" to begin eSIM provisioning.
{% endstep %}

{% step %}
**Follow device prompts**

Complete the remaining on-screen prompts to finish provisioning. QR codes are single-use and expire once activated. Manual activation is supported using the SM-DP+ address and activation code provided in the email.
{% endstep %}
{% endstepper %}

Device-specific activation instructions are available for iPhone, Google Pixel, and Samsung.

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

The eSIM Quick Transfer option is not supported on iPhone — users should follow the QR code scanning steps.
{% endhint %}

#### <mark style="color:blue;">Business calls ring across all registered Zoom Phone endpoints simultaneously, so employees are never unreachable</mark>

Once active, the Zoom Phone Mobile number behaves like a standard mobile number. Incoming calls ring simultaneously across all registered Zoom Phone endpoints — desktop app, mobile app, hardware devices, and the native dialer. Outbound calls from any endpoint display the business eSIM number, maintaining a consistent professional identity. Advanced features — voicemail, call transfer, presence, and call recording — remain accessible through the Zoom Workplace app.

#### <mark style="color:blue;">Personal calls continue on the personal SIM without interference, maintaining a clean separation on one device</mark>

For BYOD environments, this is a critical distinction: employees retain complete privacy over personal usage while the organization maintains full oversight of business communications. The two identities coexist cleanly on a single device.

#### <mark style="color:blue;">Call waiting does not function normally when Zoom Phone Mobile is installed as a second SIM</mark>

Current dual-SIM capable devices use a standard called Dual SIM Dual Standby (DSDS), which uses a single radio to listen for calls on both SIMs. As a result, a call waiting notification will not be received on one line if there is an active call on the other. The exception is if Voice over Wi-Fi is activated and in use on one of the lines, in which case call waiting functions on a per-line basis.

#### <mark style="color:blue;">Wi-Fi Calling allows users to make and receive calls over a Wi-Fi network without incurring additional roaming charges</mark>

Wi-Fi Calling enhances coverage in areas where cellular signals are weak. The device automatically selects Wi-Fi or cellular based on availability and device settings. Outbound calls placed via Wi-Fi Calling incur the same PSTN routing fees as cellular calls to the same destination — the routing method does not affect call charges. Note: if a user roams out of Wi-Fi coverage during an active call, the call will drop and must be reestablished.

## Compliance and Call Recording

#### <mark style="color:blue;">Mobile calls made through Zoom Phone Mobile are subject to the same recording and compliance policies as standard Zoom Phone calls</mark>

When call recording is enabled, mobile calls made or received through Zoom Phone Mobile can be recorded and retained in accordance with the organization's Zoom Phone recording policies. Call recordings and call logs are stored within Zoom's platform, consistent with Zoom Phone data storage and retention policies.

Zoom Phone Mobile also leverages Zoom Phone's existing compliance capabilities, including retention policies and eDiscovery features, subject to the customer's Zoom plan and configuration. This means organizations in regulated industries can route enterprise mobile calling through Zoom Phone Mobile without compromising their compliance posture.

## Availability, Requirements, and Conditions

#### <mark style="color:blue;">Zoom Phone Mobile is currently available in the United Kingdom, with expansion to additional countries expected in 2026</mark>

General availability launched in the United Kingdom in March 2026. Expansion to additional European and North American countries is planned, with US availability expected in the second half of 2026. Feature availability, data speeds, roaming coverage, and regulatory requirements may vary by country — customers should review the Global Availability page for country-specific details prior to deployment.

#### <mark style="color:blue;">A verified business address and purchased mobile eSIM numbers are required before administrators can begin provisioning</mark>

Before deploying Zoom Phone Mobile, administrators should confirm the following:

* Account owner or admin privileges in the Zoom web portal
* Zoom Phone Mobile licenses purchased (Primary or Secondary line configurations available)
* eSIM-compatible, carrier-unlocked smartphones confirmed for target users (iOS and Android supported)
* Verified business address in the Zoom portal's Business Address section — required to obtain mobile eSIM numbers
* Mobile eSIM numbers purchased through Zoom via Number Management → Phone Numbers → Add Number

#### <mark style="color:blue;">A separate Zoom Phone license is not required — Zoom Phone Mobile includes a full Zoom Phone subscription</mark>

Zoom Phone Mobile bundles a complete mobile subscription with Zoom Phone, including talk, text, and data on a leading carrier network; 1,000 domestic outbound voice minutes (UK + EU countries); unlimited domestic inbound voice calls; unlimited domestic SMS/MMS; and mobile data with a fair use policy. All services are centrally managed and integrated with Zoom Phone.

#### <mark style="color:blue;">Usage-based charges apply for international roaming, international messaging, and domestic minutes beyond the included quota</mark>

Zoom Phone Mobile is billed on a monthly subscription basis. Pay-as-you-go (PAYG) charges apply to:

* **International Roaming Day Pass:** A 24-hour pass that triggers when using data or making calls abroad, billed only for days registered on a roaming network
* **International SMS and MMS:** Per-message billing for messages sent outside the UK
* **Domestic Voice UK Overage:** Per-minute charges when exceeding the 1,000-minute quota

Taxes, regulatory fees, and surcharges may apply depending on country and local regulations.

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

The 1,000 outbound domestic minutes are maintained at the Service Provider subscriber level, not pooled at the account level. If an admin switches a user in a subscriber bundle, that eSIM bundle retains its own 1,000-minute allocation regardless of which user was using it.
{% endhint %}

#### <mark style="color:blue;">Zoom Phone Mobile does not currently support number porting in all regions</mark>

Zoom Phone Mobile currently only supports port-ins for UK mobile numbers. Organizations can work with their existing Mobile Network Operator (MNO) for number allocation and port requests. If the number provider is separate from the Zoom Phone Mobile service provider, the service provider must be notified of any number changes. Porting timelines vary by country and provider; in the UK, mobile number porting typically takes several business days once all required information is submitted.

#### <mark style="color:blue;">Zoom Phone Mobile supports emergency calling in accordance with local regulations</mark>

Emergency calls (for example, 999 in the UK and 911 in the US) are routed based on the mobile network and device location, similar to standard mobile services.

### Supported Devices

#### <mark style="color:blue;">Zoom Phone Mobile requires an eSIM-capable, carrier-unlocked, VoLTE-capable smartphone</mark>

Currently supported devices include:

* Apple iPhone XR or later, running iOS 15.4 or later (iOS 17.1 or later recommended)
* Google Pixel 7 or later, running Android 13 (March 2023 update) or later
* Samsung Galaxy devices running Android 14, and many running Android 13 with OneUI 5.1, including recent Galaxy A, S, Note, Flip, and Fold series models

All supported devices must be carrier-unlocked. Devices not listed may function but are not guaranteed to work and are not eligible for support.

#### <mark style="color:blue;">5G data is supported in a majority of Home Countries and a number of roaming destinations</mark>

If a 5G-capable device is in use, it will automatically take advantage of 5G speeds when coverage is available. Refer to the Global Availability page for data speed information by Home Country.


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