Global Number Porting: A Practical Guide

01Introduction and summary

Keeping your numbers is what makes changing provider possible.

Business number porting is the process of transferring existing phone numbers be they local, national, toll-free, or international from one telecommunications provider to another, all while keeping the same numbers recognisable to customers and stakeholders.

For organisations, porting removes a critical barrier to change, allowing seamless migration to new communications platforms, CCaaS, or global carriers without disruption to service, brand identity, or customer trust. This flexibility has become vital for modern enterprises expanding to new markets, consolidating technology, or seeking cost efficiencies and regulatory compliance on a global scale.

This informative guide is designed to demystify the often complex world of global business number porting. It walks decision-makers and operations teams through the why and how of porting—whether for a single site or a multi-country implementation.

The resource details common pitfalls, required documentation, best practices for continuity, and tips for maximising operational efficiency and business resilience. It is here to aid and equips organisations with the practical knowledge and confidence to upgrade their communications, improve service, and maintain a consistent presence no matter where or how they operate.

Porting is a governed process to promote fair competition and consumer choice in the telecommunications market by ensuring customers can switch providers without losing their established phone numbers. Regulations like those from the UK's Ofcom establish rules for providers, preventing them from creating artificial barriers to switching and ensuring that the porting process is efficient and protects consumers.

Although technically a simple process, number porting across multiple geographies and providers can be complicated and at times, lengthy. Each carrier may have unique requirements, regulations differ by region, and the smallest discrepancy in records can slow things down.

Drawing on over 15 years of hands-on experience navigating these nuances, Fortay helps businesses of all sizes engage with carriers, overcome roadblocks, and ensure every port is completed with minimal disruption.

For tailored support or any questions throughout the process, simply email porting@fortayconnect.com—the Fortay team is ready to help demystify and accelerate the journey.

02The porting process

The mechanics are simple. The paperwork is where ports fail.

1. Data Capture - Collect all details of every number in your estate - request a CSR from losing carrier. Time Frame - 4 weeks.

Update Records - Ensure all records are accurate for submission Time Frame - 2-4 weeks.
Collect Supporting Documentation

- Bills, Proof of Company etc. Time Frame - 1 week.

Complete the LOAs - Complete and review with Fortay before submission. Time Frame - 1 week.
Submit for Porting
Porting Accepted Time Frame - Dependent on if information is accurate.
Go Live Time Frame - Changes per country. Usually 4-6 weeks.

The time frames provided above are indicators of a typical process. This is NOT a guarantee and is dependent on the complexity of the estate, as well as continued support from

What information does a CSR contain?

A CSR generally contains important account information, such as:

Business name - The name of your business registered to your account. 2. Service address - The address that each phone number is registered to. 3. Billing telephone number (BTN) - The primary telephone number that references how the account is billed and set up. This information is key for a successful port, any information submitted for porting must match the losing carrier’s records.

03EMEA

Every EMEA market sets its own documents and its own clock.

Do not cancel your service with the losing supplier, as we cannot port inactive numbers, you will be at risk of losing your numbers before the port takes place. Porting dates cannot be expedited.
Plan ahead. It is advisable to plan ahead and minimise change requests to your port dates to reduce the risk of numbers porting when you are not ready. Some countries/carriers will not accept date change requests.
The information you provide must match exactly what is on record with your current service provider.
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. Please check the country requirements in the list below.
You can also request a toll-free number port (EMEA).
EMEA region port activations do not take place on Bank Holidays.
Most carriers do not split blocks/ranges of numbers and must be ported in full. You must obtain details of all numbers in order to minimise rejections.
LOAs are to be hand/wet signed or electronically signed, where permitted, using DocuSign or Adobe. Images of signatures are not accepted and will result in your LOA being rejected and a delay in processing your port request.
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 installed on any of your telephone numbers, you may find the number port request is rejected until the alarm monitoring services are moved to another line or ceased if you no longer need them. Contact your alarm service provider for assistance prior to submitting.

EMEA Porting

EMEA Additional requirements/documents

Austria

Local address on the LOA must match the area code of the porting numbers.
Proof of address and proof of ID are required.

Valid proof of ID is as follows:

For individual end users:
A copy of an ID card or passport.
For business end users:
A copy of the ID card/passport of an authorized representative.
A copy of the business registration.
A valid proof of address is proof of telecom services at the location of the end user.

Belgium

If your local telephone numbers are currently provided by a reseller, please ask your reseller to let you know the losing carrier name in Belgium to help speed up the number transfer process.

DDI blocks are to be ported in full. Partial port may be possible, please arrange with your current supplier before raising a porting request.

VAT number is required for porting.

Bulgaria

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of physical numbers.

Mandatory requirements:

Copy of bill
Should be present in the LOA:
UIC (Unified Identification Code)
Company Stamp

Croatia

DDI blocks are to be ported in full. Partial port may be possible, please arrange with your current supplier before raising a porting request.

Required company documents:

Copy of Court Registration
Copy of legal representative's photo ID

Required residential documents:

Copy of end user's photo ID

Other requirements:

OIB (VAT) number of the end user is compulsory.

Proof of address:

The local address on your document must be in the same area code as the porting numbers. As valid proof of address, we can accept any of the following proofs:

A third-party issued bank statement issued in the past 6 months
Public utility bills (not mobile phone bills) showing regular use, issued in the past 6 months.

For business end-users:

Government documents issued in the past 12 months

For individual end-users:

Government-issued identification (ID card, driver's license, etc.)

Note: The address must be visible.

Cyprus

DDI blocks are to be ported in full. Partial port may be possible, please arrange with your current supplier before raising a porting request.

Number portability is available only for legal entities based in Cyprus.

Please complete all fields in the LOA.

PAC code is always required. If the PAC code is not visible on the invoice from your losing supplier, please contact them to obtain this.

Official confirmation of porting is usually received from the losing supplier one to two business days before the port date.

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

Czech Republic

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

Denmark

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

For Business customers:

Please copy the LOA onto your business letter-headed paper.

Estonia

DDI blocks are to be ported in full. Partial port may be possible, please arrange with your current supplier before raising a porting request.

LOA template must include a local address. If a company, a business number is required.

Finland

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

France

DDI blocks can be partially ported, please specify on your porting LOA. Please arrange with your current supplier before raising a porting request.

If your local telephone numbers are currently provided by a reseller, please ask your reseller to let you know the losing carrier name in France to help speed up the number transfer process.

Notes:

RIO code is required for all porting numbers.
A copy of the telephone bill dated within the last 3 months is required.

If the end user is an individual:

You will need to provide a copy of ID and proof of address.
Valid ID can be:
National ID card
Passport

For a business end user:

The SIRET number is mandatory on the LOA.
An Enterprise Registration Certificate / Business Registration document, such as a Kbis or INSEE document, which must be dated within the last 3 months.
If the relevant address is not stated on this document, you will need to provide a valid proof of address.

Valid proof of address can be:

A third-party issued monthly bank statement issued within the last six months.
Any public utility bills, such as gas or electric (showing regular use of services), that were issued in the last six months.
A government document issued in the last year.

Germany

Porting is supported for business customers only. You must have a business registered in Germany with supporting documentation and a local address.

DDI blocks/ranges of numbers cannot be split by the losing carrier and therefore, must be ported in full. Please speak to your current phone provider for your full allocation of physical numbers.

A recent copy of your telephone bill is required (dated within the last 3 months).

Requirements for porting LOA:

Local address on the LOA must match the area code of the porting numbers.
LOA must be hand/wet signed. Electronic signatures are not accepted.
A company stamp is mandatory on the LOA. If you do not have a company stamp, please speak to our experts for advice.
If your numbers are currently provided by a reseller, please ask your reseller to let you know the losing carrier name in Germany as this is the supplier's name that will need to be noted on the LOA.
Please use one LOA for single numbers and one LOA per DDI block. You cannot mix single numbers and DDI blocks on the same LOA.

Mandatory supporting documentation:

To validate a submission, we will need a copy of the following documents from you:

Proof of ID
The ID of an authorised representative of the company (see list of valid Proof of ID below).
Government-issued ID from any country (Passport/National ID Card/Driving License ID Card)
We accept residence permits.
We accept ages 18 years and over.
The ID provided must correspond to the representative named on the Proof of Entity document. Alternatively, if submitting an ID for an authorised representative who is not listed, you must also provide a document linking that individual to the business, such as a letter on company letterhead signed by management or HR confirming that the individual is an authorised representative of the company.
Proof of Entity which must be dated within the current year (Any of the following):
Sole Proprietorships
Corporations (including Limited Liability Companies)
Partnerships (General or Limited)
Schools and Universities
Non-Profit Organizations
Government Agency

Important notes:
The local address on your Proof of Entity document must be in the same area code as the porting numbers.
If the address on your Proof of Entity does not match the required address, we will accept a recent Proof of Address document in addition to your Proof of Entity document. (see list of valid Proof of Address below)
Please note that we do not accept "Urkundenrolle" (notary's register form/notary deed), office rental agreements, or invoices.

Proof of address which must be dated within 3 months (Any of the following):
Utility Bills (such as electricity, gas, water bill or landline telephone bill)
Financial Documents
Government-Issued Documents
Official Correspondence

Greece

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

Proof of ownership of the porting numbers is required to port numbers in Greece, along with the required documentation as detailed below.

For all customers:

An invoice from the losing carrier that clearly lists all of the porting numbers. If the invoice does not list all of the numbers, please also obtain the attestation as described below.

An attestation from the losing carrier stating the end user mentioned on the porting LOA owns all of the numbers that the end user wishes to port.

Required company documents

Company Registration Certificate
Copy of LOA signatory's photo ID/Passport

Required residential documents

Copy of end user's photo ID/Passport

Hungary

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

Ireland

DDI blocks are to be ported in full. Partial port may be possible, please arrange with your current supplier before raising a porting request.

A local address that matches the area code of the porting numbers is required. You can enter the billing address in the top right of the LOA under Address as shown on the most recent bill from the telecommunications supplier. Please ensure the required local address, including Eircode, is added next to the porting numbers or advise us when you raise a porting request.

For multiple site/area code porting, please ensure the corresponding address is noted alongside the porting numbers. You can use an additional sheet if required.

Israel

If you own a DDI block of numbers with the losing carrier but do not wish to port in the entire block, you can ask your current supplier to split the block for you. Once this has been completed, you can submit your number porting request.

Please complete and sign the LOA. Once we receive this from you, along with your supporting documentation, we will send this to our supplier to carry out a number portability check prior to submitting the port request to the losing carrier. If numbers can be ported, we will advise you of the estimated port date.

Losing suppliers have the option to reject orders on the day of port. We will keep you informed if we receive any notifications.

For all customers:

Please provide us with your local address, ensuring the address matches the area code of the porting numbers.
Please complete sections C and E.
LOA can be hand/wet signed or electronically signed using DocuSign or Adobe.
LOA to be dated within the last 3 months (dd/mm/yy format).
A copy of the recent telephone bill is required; if possible, this should list the porting numbers.
If the telephone bill does not list the porting telephone numbers, then additional proof of ownership of the numbers is required. Please ensure the additional proof lists all porting numbers.
Proof of ownership can be any document/correspondence with the losing carrier that lists the porting telephone numbers and proves a connection between the number and the owner of the line.
Some customers ask their current supplier for an email that lists the numbers that are to be ported and confirms that the customer owns them.
Proof of ownership must be dated within the last 3 months (dd/mm/yy format).

If the end user is an individual:

Proof of ID is required for individual end users only. Suitable forms of proof can be a passport, a National ID card, or a driving license.

Italy

Note:

Port requests cannot be altered (cancelled/changed) once accepted.
DDI blocks/ranges cannot be split and must be ported in full. Ranges can only be in blocks of 10, 100 or 1000 numbers. If in doubt, please clarify your number allocation with your current supplier.
The LOA must be signed and stamped in both places; without this, the LOA cannot be accepted for porting.
One LOA per area code of numbers.
The migration code from the losing supplier is required on all ports and must be noted on the LOA.
The secret code should be at least 13 characters.

Address and ID requirement

If the end user is an individual:

Name and address
Birth location and date
Nationality
Tax code
Copy of Passport (proof of the end user identity)

For a business end user:

Name and address of the company
VAT number

In addition, the following details of an authorized representative are required:

Name and address
Birth location and date
Nationality
Tax code
Copy of Passport (proof of the authorized representative's identity)

Latvia

Partial port of a DDI block/range may be possible, please arrange with your current supplier before raising a porting request.

The address on the LOA must be within Latvia.

Proof of address is required.

Mandatory documents:

LOA with address in Latvia
Copy of the latest invoice from the losing supplier
Proof of address within Latvia

Valid proof of address issued in the last 6 months (one of the following):

Utility bill
Any government-issued document
Valid building lease agreement

Lithuania

Partial port of a DDI block/range may be possible, please arrange with your current supplier before raising a porting request.

VAT number and local address are required on the LOA. You may be asked to provide proof of identification.

Required documents:

Business Registration Certificate
The address on the LOA must be within Lithuania.
Completed and signed LOA
Copy of recent telephone bill

Luxembourg

Main numbers are to be ported, a split is possible for main numbers but not extensions. Please discuss with your current supplier before raising a porting request.

The account number is mandatory.

The LOA should note your main billing telephone number only. Please contact your current supplier to find out what this is.

If you wish to provision extensions of this main billing number onto your Zoom Phone account, please let us know the extensions at the time of submitting your porting request to us. You can do this by listing the numbers in your email or by attaching them to an Excel document.

Netherlands

DDI blocks can be partially ported. Please arrange with your current supplier before raising a porting request, as they may cease any non-porting numbers.

Norway

Porting is supported for business customers only. You must have a business registered in Norway with supporting documentation and a local address.

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

Porting is not supported for mobile numbers.

Required documents:

Company Registration Certificate
The address on the LOA must match the area code of the porting numbers.
Completed and signed LOA
Copy of recent telephone bill

Poland

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

Portugal

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

Once we receive your number porting request, we will send you an additional document that will need to be completed, signed, and stamped.

Required documents:

Completed and signed LOA
Copy of recent telephone bill
Copy of Certidão de Registo Comercial (commercial registry certificate)
Copy of the legal representative's photo ID
The identity document type and the number are mandatory (Passport, ID, NIF, Residence card).

Other requirements:

The signature (or signatures) must be from the person or persons who are legally empowered to sign on behalf of the Company to which the phone numbers were assigned by the Operator.

Romania

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

The contract number is required.

Required documents:

Completed and signed LOA
Recent telephone bill
Copy of the LOA signatory's photo ID (Passport)

Slovakia

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

Slovenia

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

South Africa

DDI blocks/ranges cannot be split and must be ported in full. Please speak to your current supplier for your full allocation of numbers.

Number portability checks will be carried out prior to submitting the port to your current carrier.
The person signing the LOA and requesting the port must be authorised to make changes to the account with your current provider.
There may be times when the losing providers advise some numbers as non-portable.
Porting usually takes an average of 45 days from the day of LOA submission to the losing carrier.
Porting cannot be submitted with more than 30 days' notification.

Requirements for porting LOA:

Dated within the last 30 days
Hand signature is mandatory
End-user letterhead is mandatory

A copy of a recent telephone bill is required (dated within the last 90 days).

Spain

DDI blocks are to be ported in full. Partial port may be possible, please arrange with your current supplier before raising a porting request.

If your local telephone numbers are currently provided by a reseller, please ask your reseller to let you know the losing carrier's name in Spain to help speed up the number transfer process.

Sweden

DDI blocks are to be ported in full. Partial port may be possible, please arrange with your current supplier before raising a porting request, as they may allow porting at a minimum of 10 numbers

Switzerland

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

LOA to be signed by the person who has signature rights for the company according to the commercial register held at www.zefix.ch.

UK

Important notes:

DDI blocks/ranges cannot be split and must be ported as full. Please speak to your current supplier for your full allocation of numbers.

All UK Local numbers are registered to a UK address. If you do not know the address associated with your numbers, please speak to your current service provider for assistance.

Please use the appropriate LOA for each number type (one LOA for Local numbers, one LOA for 03 UK-wide numbers, and one LOA for Freephone numbers). Please do not enter multiple number types on the same LOA, as this will result in the LOA being rejected.

We can accept hand/wet signed or electronically signed using DocuSign or Adobe.

Required documents for Local numbers:

LOA is required (dated within the last 3 months)
Please sign each page of the LOA
A copy of a recent telephone bill is required (dated within the last 3 months)

Required documents for 03 UK-wide numbers:

LOA is required (dated within the last 3 months)
Please sign each page of the LOA
A copy of a recent telephone bill is required (dated within the last 3 months)

We can accept hand/wet signed or electronically signed using DocuSign or Adobe.

There are other specifics for 03 numbers depending on what carrier you are moving to. Please contact our porting team to find out more.

UK Mobile numbers

Porting is supported for business customers only.

Mobile numbers can now be ported to some carriers. Please speak to your current provider to request a PAC code (Porting Authorisation Code) as well as the PAC expiry date.

If you are a UK business, please provide the following:

PAC code and expiry date (must be valid for at least 2 weeks)
Name of current supplier.
Proof of ID of a company representative
Authorised representative name, contact number, and email address (end-user)
Legal business name
Companies House business registration number (if a UK business)
Excerpt from the commercial register (required if you are not using a UK Companies House Registration Number)
Business registration number (required if you are not using a UK Companies House Registration Number)
Business URL (end-user)
Business address
Non-profit organisations (charitable companies) that are not registered with the UK Charity Commission should provide a registration certificate or tax document.

Lead times

With all porting, it is advisable to plan ahead and minimise change requests to your port dates in order to reduce the risk of numbers porting when you are not ready since some countries/carriers cannot accept date change requests.

Lead times for all EMEA ports are dependent on the regulatory requirements in the country of port and the responsiveness of the suppliers in the chain. The process is also dependent on the accuracy of the information provided. We will always keep you advised of progress.

Note: On the day of transfer, you will experience some loss of service to incoming calls during the port activation window while the numbers are being ported from the losing supplier. Porting can take place sooner or later than the lead times quoted.

UK

Porting in the UK takes an average of 30 business days, we can port sooner or later than this. Porting dates are dependent on the accuracy of your LOA information as well as the responsiveness of the losing suppliers. Industry lead times are to be followed.

South Africa

Porting usually takes an average of 45 days from the day of LOA submission to the losing carrier.

EMEA

The average lead time for porting is 30 to 60 business days. This may also depend on any contractual obligations with your losing provider. We can port sooner or later than this; therefore, please be sure to discuss porting dates with your Zoom Phone Porting Coordinator.

04US, Canada and Puerto Rico

North America is the most standardised region, and the fastest.

Porting Guidelines

Fill out the appropriate LOA (local/toll-free) and make sure it is dated and signed by the authorized person to port within 30 days prior to project submission
Provide a separate LOA for US Local, US toll-free, Canada, and different service/ physical addresses
Verify that the company name, authorized end user’s name, and service/physical address match the losing provider’s records
Copy of a phone bill dated within the last 30 days
Current provider’s account number
If it is a wireless number, your 4-digit PIN (required for all wireless ports)

Porting Lead Times

99 Numbers or Less - Ports of 99 numbers or less can take between 4-21 days. Most wireless numbers will port in 4 business days; landlines will typically port in 7 business days from major providers, and 10 to 21 business days from smaller providers (including Canada).

Project porting (ports of 100+ numbers) within North America typically takes 3 to 4 weeks, depending on complexity (how many underlying carriers are involved, their individual SLAs, the quantity of telephone numbers involved, etc.). Our Deployments team can help set proper expectations on a case-by-case basis.

05APAC

APAC ports are measured in months, not weeks.

General guidelines

The information you provide must match what is on record with your current provider.
In most APAC countries, the address noted on the LOA must match the geographic area code of the porting telephone numbers.
Porting numbers need to be in the LOA rather than as attachments unless otherwise permitted.
DDI blocks of numbers may require full port as some countries do not allow blocks/ranges of numbers to be split.
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.
APAC Porting usually takes months to complete from the day of submission. Lead times are discussed below.

Porting requirements

This table highlights the documentation needed per country. Please contact your porting specialist for access to the forms.

| | | | :-: | :-: | | Country | Requirements | | Australia and New Zealand | For Fixed lines, Toll-Free, and Smart Numbers - Porting Authority Form (PAF)
 - Latest invoice from the current service providerFor Australia Mobile Numbers - Mobile Porting Authority Form (PAF)
 - Latest invoice from the current service provider
 - Copy of Government ID (with date of birth) | | Singapore | - LOA
 - Business Registration Sample
 - Latest invoice from the current service provider | | Hong Kong | - Notice of Service Disconnection form (NOSD)
 - Porting Allocation Form 
 Business Registration Sample
 - Latest invoice from the current service provider
 - LOA | | Malaysia | - Change Authorisation and Designation of Agency
 - Latest invoice from the current service provider
 - For Business End-User: Business registration |

APAC Country Guidelines

Singapore

Only fixed line numbers (+656xx) are portable as per a general rule.
Signed and stamped LOA must be correctly filled (matching donor’s records) and dated within the last 35 working days including the date you submit the porting request.
If a company stamp is unavailable, provide a company letter with company letterhead explaining why the company stamp is not available.
File a copy of ARCA Business Registration Certificate is required and must be included when requesting a number port.

Note: Unique Entity Number (UEN) or Business Registration Number (BRN) is a 9- or 10-digit identification number that the government issues in Singapore to all entities that operate within the country and must be included when filling out the LOA.

Partial porting (not porting all your numbers) may be supported but this depends on the agreement between your service provider and yourself, which needs to be arranged before the porting is requested. Because of the local regulations and the way numbers are allocated, partial porting is rarely supported.
A target port date when submitting your port request must be between 20-25 business days from the day you submitted the order.

Note: Your provider will inform you about the port-out activity and will require your approval to proceed.

We can easily cancel or re-schedule your port request up until the time when the port date has been scheduled. Once a port date has been scheduled, cancellation or re-scheduling of the port becomes more complex and riskier because the service providers involved may have already begun configuring your phone number. The further we are in the process when you decide to cancel or re-schedule, the less likely it is that we will be able to cancel successfully or re-schedule or re-schedule the port.
Please let us know at least (5) five working days before the scheduled day if you wish to cancel or reschedule an already accepted port order.

Note: This will be on a best-effort basis only.

Australia

Numbers can be ported in blocks or split up. If your current provider informs us that numbers are in blocks and need to port as such, but you do not want to keep them, let us know five working days before or after the port completes which numbers you would like to keep. The remaining numbers will be returned to the provider and can no longer be retrieved once returned.
For Toll-Free or Smart numbers (+1300) with EROU holders, please contact the EROU holder and work with them as the obligation is non-transferable. Click [here ](https://www.thenumberingsystem.com.au/#!/number-register/search)to find out if your Toll-Free or Smart numbers have EROU owners.

Hong Kong

Numbers under the class one category are portable with the exemption of the number range.
Portable under class one category - (+852 2xxx xxxx), (+852 31xx xxxx) to (+852 39xx xxxx)
Non-Portable under class one category - (+852 20xx xxxx), (+852 2808 8xxx), (+852 2930 xxxx), (+852 30xx xxxx), (+852 32xx xxxx) and (+852 33xx xxxx)
A copy of the Hong Kong Business Registration Certificate must be included when requesting a number port for the class one category.
Notes:
The business registration number must be included when filling out the LOA.
The signature in the LOA should be at most 30 days old.
A copy of your invoice for your current service provider is required.
Partial porting (not porting all your numbers) may be supported but this depends on the agreement between your service provider and yourself, which needs to be arranged before the porting is requested. Because of the local regulations and the way numbers are allocated, partial porting is rarely supported.
We can easily cancel or re-schedule your port request up until the time when the port date has been scheduled. Once a port date has been scheduled, cancellation or re-scheduling of the port becomes more complex and riskier because the service providers involved may have already begun configuring your phone number. The further we are in the process when you decide to cancel or re-schedule, the less likely it is that we will be able to cancel successfully or re-schedule the port.
Please let us know at least four (4) working days before the scheduled day if you wish to cancel or reschedule an already accepted port order.

Note: This will be on a best-effort basis only.

For Toll-Free, a business address outside Hong Kong is required.

Malaysia

Only toll-free numbers MYS TM are supported for number porting at this time.
Signed Change Authorization and Designation of Agency must be correctly filled (matching donor’s records) and dated within the last 35 working days including the date you submit the porting request.
Please note that your application will undergo validation if eligible for transfer (this may take up to 7 business days). After confirming transferable numbers, the port will be sent to the losing provider for validation and a decision on port acceptance or rejection. Once the port is accepted, a change of agency can happen if the main customer of the local operating service provider agrees to the number transfer.
We can easily cancel or re-schedule your port request up until the time when the port date has been scheduled. Once a port date has been scheduled, cancellation or re-scheduling of the port becomes more complex and riskier because the service providers involved may have already begun configuring your phone number. The further we are in the process when you decide to cancel or re-schedule, the less likely it is that we will be able to cancel successfully or re-schedule the port.
Please let us know at least four (5) working days before the scheduled cut-over day should you decide to cancel or reschedule an already accepted port order.

Note: This will be on a best-effort basis only.

APAC Lead Times

Australia

The porting lead times depend on the order category type, quantity, and complexity. Below is the average lead time per category.
Fixed Line Numbers
Simple Port (CAT-A) - Up to 15 business days
Complex Port (CAT-C) - Up to 10 weeks
Mobile Number - Up to 5 business days
Toll-Free and Smart Numbers - Up to 15 business days
Porting activation starts at a fixed time window Monday to Friday (porting window is 1 hour but can be extended depending on complexity).
Fixed Line Numbers
Simple Port (CAT-A) - 10:00-11:00 am Sydney
Complex Port (CAT-C) - Timeslots provided upon port confirmation
Mobile Number - 10:00-11:00 am Sydney
Toll-Free and Smart Numbers - 10:00-11:00 am Sydney

New Zealand

The porting lead times for Fixed line or Toll-Free may take up to 15 business days (dependent on order quantity and complexity).
Porting activation for Fixed line or Toll-Free starts at a fixed time window Monday through Friday, 12:00-1:00 noon Local Time (the porting window is one hour but can be extended depending on complexity).

Hong Kong

The porting lead time is dependent on order quantity, and complexity of the order.
Fixed Line - Up to 30 business days
Toll-Free - Up to 15 business days
Porting activation time will be provided upon port confirmation and will follow Local time only from Monday to Friday (porting window is 2 hours but can be extended depending on complexity).
You may experience some loss of service during the port activation window while the transition is in progress.

Malaysia

The porting lead time may take up to 40 business days (dependent on order quantity and complexity).
Porting activation time starts at 6 PM Local time, from Monday to Friday (porting window is 4 hours but can be extended depending on complexity).
You may experience some loss of service during the port activation window while the transition is in progress.

06LATAM and South America

Latin America asks for more paperwork than anywhere else.

Guidelines

The information you provide must match what is 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 LATAM countries.
Your service provider's name is required on the LOA.
Number portability checks can only be carried out once the order is submitted. There may be times when service 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.
Once a porting date is provided, porting will be executed in a 6-hour working time frame (maximum of 3 hours downtime). It is recommended that porting not be scheduled for a Friday or holiday.

Porting requirements

Additional requirements

Argentina

Notarised power of attorney. Local notarisation is 100% required.
Valid ID (Documento Nacional de Identidad (DNI) or Passport) of the Notarised Designation document or Notarised Power of attorney signer. ID needs to be from a local (ARG-based) employee.
Confirmation of Company Tax ID (CUIT/CUIL).
Last invoice from the current local service provider.

Porting is only available Monday—Friday (excluding holidays).

Brazil

Last invoice from the current local service provider.
Please double-check the CNPJ you're using for the port. If you are unsure, you can review your invoice or contact your billing department.
Contact Center Specific:
1 LOA per Losing Service Provider.
Current routing with the current carrier must be mentioned in the LOA.

Chile

Certificate of incorporation (Escritura Publica)
The last paid receipt of the number to port
Legal representative’s ID
The most recent invoice is up-to-date and without debts.

Additional notes:

Due to regulatory changes in Chile:
Solicited Mass Communications must always use the prefix 600 XXX XXX when making these calls.
Unsolicited Mass Communications must always use the prefix 809 XXX XXX when making these calls.

Mexico

Required documentation - please complete and send only the Spanish Documents:

Notarised Designation document (documento de contitución) or Notarised Power of attorney. This is a requirement by the Mexican Telecommunication Regulatory Authority. Notarisation is 100% required. The documento de contitución is preferred.
Valid ID (Country National Identity document or Passport) of the Notarised Designation document or Notarised Power of attorney signer. ID needs to be from a local (MX-based) employee.
Temporary transfer letter complete with local address (Non-US). Please complete the Spanish version ONLY.

Company Registration

Letter of Authorisation
Latest Invoice of the Current Service Provider
Legal representative's Passport or ID

Company Registration:

It must be the Certificate of Incorporation or Power of Attorney where the legal representative is granted powers of administration.

Additional notes:

If you are not paying a Mexican Telco for your services, and are paying a third-party US reseller:
Documents will either need to be completed by that third party and include that third party's POA and respective ID.
Alternatively, the third party will need to confirm the port within the initial 24-hour submittal window.
Signatures on ALL documents must match the signature on the given ID.
Mobile number portability is not yet supported. Mexican mobile lines are (+52) 618-167-XXXX.

LOA:

LOA must be sent in pdf format and must be hand-signed (signature needs to match with the provided ID document).
The authorised person who signed the LOA must be mentioned in the Certificate of Incorporation or Power of Attorney;
If a Power of Attorney or Certificate of Incorporation states that two people have to exercise their granted powers together, both names and signatures must be in LOA. Also, their IDs must be provided.

Peru

RUC (the number that identifies each company)
Validity of power (the most current)
Legal representative’s ID
The most recent invoice is up-to-date and without debts.
The last paid receipt of the number to port

07Frequently asked questions

The questions every porting project asks.

At what time will my port occur?

As Zoom ports numbers from all around the globe, porting windows vary. The below can be used as a guideline as to when porting occurs. Often, porting times are confirmed by either an automated system or a member of the porting team. ALL porting occurs Monday – Friday (except for local holidays).

US and Canada

Starts at 11:30 a.m. Eastern Time

LATAM

Mexico - 02:00-06:30 am Local Time
Brazil - 4-6 pm Local Time
Peru - Midnight-07:00 am Local Time

APAC

Singapore – 2:00-4:00 pm Local Time
Australia
Simple Port (CAT-A) - 10:00-11:00 am Local Time
Complex Port (CAT-C) - Timeslots are provided upon port confirmation.
New Zealand - 10:00-11:00 am Local Time
Japan – 9:00-1:00 pm Local Time

EMEA

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

UK - 09:00 am Local Time
Ireland - 11:00 am Local Time
Germany - 06:00-08:00 am Local Time
Italy - 06:00 am Local Time
Bulgaria: 9:30 am - 12:30 pm Local Time
Rest of EMEA - Timeslots are provided upon port confirmation.

Notes:

Downtime is to be expected in LATAM, EMEA, and APAC number ports.
Fortay Connect does not support outside porting window hours activation.

What is a losing provider?

This is the provider that you currently pay your telephone bills to. The losing provider name must always appear on your porting LOA.

Can I port my phone numbers?

Local or geographical numbers

We can port your local (sometimes referred to as geographical) numbers in all supported countries. The porting process itself is dependent on your current service provider and their acceptance of the porting request. In some countries, your porting date will coincide with the termination date of your contract with your current service provider, they may even reject the port. It would be advisable for you to check your current contract terms with your provider, note they may apply an early contract termination fee.

Toll-free or non-geographic numbers

We can port toll-free numbers in the US and Canada as well as other regions.

What is a DDI block?

A DDI block is a set of sequential numbers, without any gaps or missing numbers. If the service phone provider has built your numbers as a DDI block on their network (or their underlying suppliers’ network), then they may only allow the numbers to be ported away as a DDI block when you leave them. Contact your phone service provider for more details on the numbers you own and if they're part of a DDI block.

Can I call forward my existing numbers to my new Phone system?

Yes, you can. Contact your current service provider about forwarding your numbers before submitting your porting request.

How long will porting take?

North America: Ports of 99 numbers or less can take between 4-21 days. Most wireless numbers will port in 4 business days; landlines will typically port in 7 business days from major providers, and 10 to 21 business days from smaller providers (including Canada).

Project porting (ports of 100+ numbers) within North America typically takes 3 to 4 weeks, depending on complexity (how many underlying carriers are involved, their individual SLAs, the quantity of telephone numbers involved, etc.). Our deployments team can help set proper expectations on a case-by-case basis.

Latin America: Porting can take up to 60 days.

APAC: Porting can take 10 to 12 weeks.

EMEA: The UK can take up to 30 days while the rest of the EMEA region can take up to 60 days.

We will keep you updated throughout the porting process, and we will let you know once we have agreed on a firm porting date with your provider.

When should I cancel my existing service?

Your service must remain active with your current service provider throughout the number porting process. You will be notified by Fortay once your number has successfully transferred and you will be able to cancel your service with your old service provider at that time. Fortay does not cancel your service on your behalf.

Will my existing service 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 over, your old service will no longer function.

Note: Any service interruption during the porting process must be raised to your provider.

Why is my order taking longer than usual?

Porting may take longer than the standard time frame. A lot of factors can contribute to the delays.

Common reasons include:

The number or account is under legacy or old infrastructure (Complex Port).
Your provider has an internal number migration (Common with VOIP/Cloud service).
Records may have been unclear due to the company merging.
Your provider's business rules have a long response time frame.
Could also be possible order volume related.

Why is my port request canceled?

Your porting request will be canceled if there is no response or update from you within 15 business days. Some orders will be automatically canceled if the system detects the following:

Phone numbers in the order belong to multiple underlying providers. This is common to most VoIP/Cloud-based phone service providers.
Phone numbers in the order are from multiple locations/addresses.

Why are my calls routing to my old setup after porting?

This happens when your previous provider/carrier, still has your ported numbers in their network. In the industry, this is called ‘Residual Translations’, and it is quite common.

Losing carriers have 24 hours in which to remove your newly ported number/s from their network. If they have not done so, or if you’d like to get them removed sooner, please engage your previous provider/carrier, and ask them to remove the numbers from their network/switch.

08Common issues

Almost every rejection traces back to one of twelve causes.

Address mismatch

The address submitted on the order does not match the address on the losing provider's Records. Most providers will require the service/physical address to be presented on the order, rather than the billing address.

Some countries in Europe and Asia require an address that matches the geographic area code of the porting numbers. Without this, the port request will be rejected and cause a delay.

Resolution:Fortay will work with the carriers and attempt to pull a record to resolve the mismatch. If they cannot obtain the records, you will need to obtain the correct information from the provider.

For porting in EMEA and APAC, you will need to contact your current phone provider to find out the correct address for your numbers.

Account number missing or invalid

Account Number Required: The provider requires the account number before approving the port. This generally assists in the verification process to prevent unauthorised ports. The account number is usually different than the account telephone number (ATN) / or billing telephone number (BTN) and is usually found on the bill. This is most common for mobile numbers.

Account Number Invalid: This means that the account number provided on the order does not match what the provider has on file. See the above topic for information on the account number.

Resolution: You need to obtain the correct account number, send it to us, and we will resubmit. This can usually be found on the bill.

Disconnected

The phone number or the account holding the phone number is disconnected, inactive, or suspended. Sometimes this means that the phone number itself is inactive (rings to a disconnect recording), or that the number is in a status with the provider that indicates an inactive account.

Resolution: All phone numbers need to be active to port. You may need to contact your service provider to re-establish the phone service.

Incorrect billing telephone number (BTN)

In the US and Canada, when we submit a port request to a provider, we give the BTN/ATN to the provider that was populated on the order. The provider will take that BTN and search for the corresponding customer record to obtain all the account details to approve the port request. If the BTN provided on the order does not allow the provider to pull up the account records, they will reject it back to us indicating the BTN is incorrect.

Resolution: Unfortunately, pulling a customer record on an incorrect BTN can prove difficult as providers often use that as a way of searching for your account. You will need to contact your service provider to obtain the correct BTN.

In EMEA and APAC countries, you will need to ask your current phone service provider for the correct BTN (or Main Billing Number) for your porting telephone numbers.

Name mismatch

The business or residential name on the order does not match that of the provider's customer records.

Resolution: Our partners will attempt to pull a copy of your records in hopes of resolving the mismatch. If our partners cannot obtain your records, you will need to obtain the correct information from your service provider.

Partial port/migration indicator

Partial port indicates that there are more numbers on the account than you may have initially provided to port. We need to know what those numbers are and what you would like to do with them.

The migration indicator is the setting on the port request that tells us if you are requesting a full port or partial port.

Both settings indicate an incorrect setting with the type of request. For example:

a partial port, but it is a full port; or
a full port was requested, but you are leaving numbers behind, thus it should be a partial port.

Resolution: The request must be updated to a partial/full port, depending on the rejection. If you plan on leaving numbers behind with your service provider, but you are porting the BTN (the main number on the account), you need to provide a new BTN to keep the account intact with the provider. The new BTN needs to be a number that already exists on the same account. We can talk you through this if you were to face this issue.

Partial order commit failure

This is an error you may see when first submitting your request. To fix the error, please update your BTN (Billing Telephone Number) field to reflect one of the numbers you are looking to port. Once updated, you should be able to submit with no issues.

Passcode/PIN required or invalid

Some providers require a PIN or passcode to authenticate and approve the port request:

Passcode/PIN required: Indicates that a passcode/PIN was not provided on the order and needs to be.
Passcode/PIN invalid: Indicates that the passcode/PIN supplied on the order is not correct, according to the provider's records.

Resolution: Unfortunately, we, nor our porting partners can obtain this information. Obtaining/setting up the PIN can only be done by an authorised user on the account. This is required by all mobile providers, and it is best practice to contact your mobile provider and update your account PIN instead of asking the current.

Pending order

A pending order can be another port request that has been submitted with the same number; a feature added or disconnected, or an address change. If there is an active order on the account, it will prevent your numbers from porting. Even if you only requested a name change or billing address change, they all contribute to a pending order rejection. This could also mean that one or more numbers are being ported on separate orders.

Resolution: If you are not sure what the pending order is, you will need to contact your service provider to resolve the issue. Sometimes a simple change is delayed in a queue on the provider's side and never completed. Once resolved, we can resubmit the order.

Lock or freeze

A porting application may be rejected because your service provider placed a freeze on your account or phone number.

Resolution: Contact your service provider to remove the lock or freeze.

Copy of the bill is required

You did not attach a copy of your bill to the porting request, or your bill is outdated.

Resolution: Upload a copy of your bill that is dated within the last 45 days.

Authorised name mismatch

Your order may be rejected because the person listed on the request is not authorised to make account changes with your provider.

Resolution: Contact your provider and validate the person in their system that is authorised to make changes.