Plan requirement
| Subscription | Any plan |
| Access | Admin |
Porting moves your existing number to Zendesk. One to four weeks for a US or Canadian number, six or more weeks for anywhere else.
What you need
- A paid subscription. Numbers cannot be ported while you are on a trial.
- The numbers themselves, and the current carrier for each.
- The country and type of each number: local, national or toll-free.
- Your most recent billing statement for the number, dated within the last three months.
- The relevant regulatory documentation for the number and the country.
- A filled-in Letter of Authorization, for a US number, dated within the last 30 days. An older one is rejected, so do not sign it and then wait a month for the rest of the paperwork.
- The account details and PIN, where the number being ported is a mobile one.
- The number still active. A cancelled number cannot be ported.
That last point matters: do not cancel with your current provider until the port has completed.
Two more that catch people out. A local US number needs a valid physical US address; a PO box is not accepted. And if the number will be used for outbound text messages, say so when you submit, so it is added to your campaign, and check your A2P documentation is already in.
The process
- Send the request and the documents to pluscloud support.
- Your current provider validates it, which is where most delays happen.
- A date is agreed.
- On that date the number switches.
- Test immediately.
Details must match exactly
Check this first. The name and address on the port request have to match what your current provider holds, including how the company name is written and any old address they never updated.
Get a copy of what they hold rather than working from what you believe is correct.
Plan the switch itself
There is a moment when the number moves, and it is not always at a convenient hour. Have Talk configured, agents ready and somebody watching, and pick a quiet day.
Run in parallel first
Take a Zendesk number and forward your existing one to it before porting. Talk is proven under real calls, and the port becomes a formality rather than a launch.
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