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Porting lets you transfer your existing business phone numbers from your current telecom provider to Zuper Connect without changing the numbers your customers use. Your team can manage calls and SMS messages through Zuper Connect and use features such as call routing, AI-powered interactions, and communication automation. The Zuper Connect team manages the porting request and coordinates with its carrier partner to complete the transfer. After the transfer, your numbers become VoIP numbers, and calls and messages travel over the internet. Your team needs an active internet connection (Ethernet, Wi-Fi, or mobile data) to use them. Zuper does not provide a SIM or eSIM. For more information, see How Zuper Connect calling works.
Keep your existing phone service active until the port is complete. Canceling it early can interrupt the transfer.
  • Timeline: Local numbers typically take 7–15 days after the request is accepted. Toll-free numbers typically take 1–4 weeks.
  • Requirements: Provide your current provider’s account details, a bill dated within the last 30 days, and a signed Letter of Authorization (LOA).
  • Before porting: Complete the applicable messaging registration if you plan to send text messages, and configure your call routing in Zuper Connect.
  • Local transfer window: Select a 30-minute transfer window for a local number. Toll-free transfers do not have a scheduled date and time.
  • After the transfer: Your numbers run as VoIP numbers over the internet. Your team needs an active internet connection, and Zuper does not provide a SIM or eSIM.

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Before you start

Gather the following information from your current provider’s account records or Customer Service Record (CSR):
  • Phone numbers: List the numbers you want to transfer and identify which are local and which are toll-free.
  • Current provider: Your provider’s name and account number.
  • Port-out PIN: Get the PIN required to transfer your numbers. RingCentral and Dialpad typically use an account-level PIN that applies to all numbers on the account. Mobile carriers typically require both an account number and a PIN.
  • Account holder: The exact account holder name and account type shown in your provider’s records. If the account is under an individual’s name, submit the request as an individual rather than a business.
  • Service address: The physical service address listed on your account. Do not use a P.O. box or substitute a different mailing address.
  • Recent bill: A bill dated within the last 30 days that shows your account number, account holder name, and service address.
  • Authorized contact: The name and email address of the person authorized on the account to approve the transfer. This person must sign the LOA.
If you are unsure which account details your provider has on file, contact the provider before submitting the request. If you are transferring a mobile number, ask your carrier what will happen to the SIM, the line and your plan once the number leaves. See What changes after the transfer.
You can transfer the following US phone numbers:
  • Local numbers: US geographic phone numbers.
  • Toll-free numbers: Numbers beginning with 800, 833, 844, 855, 866, 877, or 888.
  • VoIP numbers: Numbers from providers such as RingCentral and Dialpad. These providers typically require an account-level port-out PIN.
  • Mobile numbers: Numbers from mobile carriers such as Verizon. Mobile carriers typically require the account number and PIN. After the transfer, a mobile number runs as a VoIP number and no longer works on the SIM it was on.
  • Landlines: Numbers from providers such as AT&T and Verizon. Transfers typically take 2–4 weeks.
  • Google Voice numbers: Unlock your number in Google Voice settings before submitting the porting request.

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Transfer your numbers

1

Complete messaging registration if needed

If you plan to send SMS messages from your ported local numbers, complete 10DLC registration before porting. Messaging registration from your previous provider does not transfer automatically.Toll-free numbers require toll-free messaging verification before they can send messages.If you plan to use the numbers for calls only, you can skip messaging registration.
2

Obtain and submit the porting request

Complete the Porting Request Form provided by the Zuper Connect team. Include the required account details and attach a phone bill dated within the last 30 days.Make sure the account holder name, account type, service address, account number, and port-out PIN match your provider’s records.You can include up to 50 numbers in one request. Larger batches must be split across requests. Submit local and toll-free numbers separately.
3

Choose a transfer window for local numbers

For local numbers, select a business day between 7 and 30 days from the request date. Choose one of the following 30-minute windows in Pacific Time (PT):
  • 5:00–5:30 AM
  • 8:30–9:00 AM
  • 12:00–12:30 PM
  • 3:00–3:30 PM
Choose a time outside your busiest calling hours to minimize disruption. A brief interruption may occur during the transfer.
This scheduling option applies to local numbers only. Toll-free numbers cannot be scheduled for a specific date and time window.
4

Sign the Letter of Authorization

After the request is submitted, your authorized contact receives an email from Twilio, Zuper’s carrier partner, with the LOA to sign electronically.The request cannot proceed until the LOA is signed. Ask the authorized contact to sign it promptly and check the spam folder if the email does not arrive.
5

Prepare your call routing

Before the transfer, configure your call routing in Zuper Connect, including IVR menus, ring groups, business hours, and after-hours routing.See Configuring Call Routing.Keep your existing provider’s service active until the port is complete. Once the transfer finishes, forwarding through your previous provider stops.

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Porting toll-free numbers

Toll-free numbers follow a two-phase porting process because a Responsible Organization (RespOrg) manages their routing rather than a local carrier.
  1. Phase 1: Release the number. Your current provider’s RespOrg releases the number to the receiving carrier’s RespOrg. This phase accounts for most of the waiting time.
  2. Phase 2: Reroute the number. The receiving carrier reconfigures the routing and completes the port.
Toll-free ports cannot be scheduled for a specific date or time window. Allow 1–4 weeks for the transfer, and configure the number’s routing in Zuper Connect in advance. Submit toll-free numbers in a separate porting request from local numbers. You can use the same account details and Letter of Authorization (LOA). If you plan to send SMS messages from a toll-free number, complete toll-free messaging verification before sending messages.

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What happens next?

After you submit the request and sign the LOA, the carrier validates your account details, including ownership, account name, service address, PIN, and number status.
  • Local numbers: Once the request is approved, you receive a Firm Order Commitment (FOC) date for the scheduled transfer.
  • Toll-free numbers: The transfer completes after the current provider releases the number.
  • After the transfer: Calls can route through Zuper Connect once the port completes. SMS routing may take an additional 2–3 business days.
Make sure the required messaging registration or verification is complete before sending text messages from the transferred numbers.

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What changes after the transfer

Your customers continue to dial the same phone numbers. However, the way your team makes and receives calls and messages changes.
  • Your numbers become VoIP numbers: Calls and messages are handled through Zuper Connect over the internet instead of your previous provider’s line.
  • An internet connection is required: Zuper Connect works only when your device is online through Ethernet, Wi-Fi, or mobile data. Incoming calls cannot reach devices that are offline.
  • No SIM or eSIM is provided: Your team accesses the transferred numbers via the Zuper Connect web, iOS, and Android apps.
  • Your previous line ends: Only the phone number moves to Zuper Connect, not the services associated with it. Your previous provider ends the line when the transfer completes. The SIM or eSIM no longer carries the transferred number. What happens to the remaining services on your plan depends on your provider.
  • Verification codes may not work: Some third-party services cannot deliver verification codes to VoIP numbers. See OTP and 2FA codes on Connect numbers.
Ethernet gives the steadiest calls, followed by Wi-Fi, then mobile data. For connection targets and troubleshooting, see How Zuper Connect calling works. Want to keep the number with your current provider? Instead of transferring it, you can keep the number with your provider and forward calls from it to a Zuper Connect number. Call forwarding is set up with your provider.

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Special cases and troubleshooting

If your numbers belong to different provider accounts, prepare a separate bill, port-out PIN, and LOA for each account. Contact the Zuper Connect team if you need help coordinating the requests.
A provider may reject a request for any of the following reasons:If the request is rejected, the Zuper Connect team can review the issue and help resubmit it. If you continue to have trouble, contact support@zuper.co.
In some cases, a provider may release a number earlier than the expected FOC date. This timing is outside Zuper’s control.If you are notified of an early release, make sure your Zuper Connect routing is ready to handle calls.