09/14/17 16:52 PM  

Number Transfer Request Frequently Asked Questions

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SummaryFREQUENTLY ASKED QUESTIONS for Number Transfer Request
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TABLE OF CONTENTS

For UK: UK Number Transfer Frequently Asked Questions

Number Porting Process

1. What is number transfer or number porting?
2. How many numbers can I port at one time?
3. Can I switch to RingCentral but keep my current phone number?
4. How do I know if my phone number is eligible for transfer?
5. What information is needed to transfer my number?
6. How does a number transfer work?
7. How do I check the status of my current number transfer?
8. Should I first cancel my current phone service?
9. How long does it take to complete a number transfer?
10. How will I know if there is a problem with my number transfer?
11. When will my number be activated?
12. How soon can my number be activated after the transfer was completed?
13. What letter will RingCentral utilize to transfer my telephone number from my current service provider?
14. How can I make sure that I am providing the correct information for my number transfer request?
15. Where do I send the documents such the Letter of Authorization or Copy of Bill?
16. How do I know if my documents were already submitted to my provider?
17. Can I port multiple Canadian or Toll Free numbers?
18. Are there any questions in the “Transfer My Existing Number: Pre-Check” list that do not allow me to proceed with the porting process?
19. How will I be updated if my number transfer request/s is/are rejected?

Miscellaneous

1. What are the things I need to know when I order a Vanity Number?
2. How do I cancel my number transfer request?
3. How do I cancel my Vanity number request?
4. How do I transfer my number out of RingCentral?
5. I subscribed to a trial account with RingCentral but I want to port my number, is this possible?
6. Why do I need to go on a Paid Subscription before my vanity number gets charged and activated?
7. How do I get notified about the status updates or changes in my number transfer request?
8. What is the direct number I can dial when I want to reach the Number Transfer Department (NTD)?
9. What should I do if I ported my number but not receiving calls?

Rejections



Number Porting Process

1. What is number transfer or number porting?

It is the process of transferring your existing number from a current provider going to your new carrier.

2. How many numbers can I port at one time?

You can port up to 100 local US numbers.

3. Can I switch to RingCentral but keep my current phone number?

Yes.  It is possible to keep your current phone number.  The process is often called Porting.  On the Transfer Request page in your RingCentral account, you can check if your current phone number is eligible to be transferred.  If it is, follow the instructions on the site to authorize the transfer.

NOTE:  To learn how to submit a Number Transfer Request in your online account, click here.

4. How do I know if my phone number is eligible for transfer?

Log in to your RingCentral online account.  Go to Settings > Phone System > Company Numbers and Info > Use My Existing Number.

Under the Use My Existing Number window, you can select the type of non-RingCentral phone number(s) to be transferred to RingCentral.  Under Transfer my number to RingCentral, you have three (3) options: Local US Number, Toll Free Number and Canadian Number.  Depending on your selection, different steps apply for you to be able to know if your number is eligible to be transferred. 

5. What information is needed to transfer my number?

The following Account Information is required as it appears on record with your current phone provider:

Type of Account – Select Business or Residential.
Name on Account – Enter the name of the individual authorized to make changes on the account with your current provider.
 • Company Name – Enter the exact company name as it is on file with your current provider.
 • Service Address – Enter the address where the physical phone service is. Please check that you are not entering the billing address if it is different as it will cause the order to be rejected.  You must separate the service address into the respective fields.  There are pull-down menus for pre-directional fields, and post-directional fields.
 • Your Contact Phone Number– Enter the number where we can reach you if necessary.

NOTE:  Certain carriers will require an account number which is separate from your billing telephone number and/or a PIN.  If the number being transferred is a mobile number, you will need to enter the PIN provided by your carrier.

6. How does a number transfer work?

The number transfer process varies depending on whether you a transferring a Local US Number, Toll Free Number and Canadian Number.  Depending on your selection, different steps apply. 

7. How do I check the status of my current number transfer?

Once you completed your request online, you would be able to see the status of your request in the Company Numbers and Info page of your online account just right below Pending Numbers.  Click Transfer Order and you will see the Order Details on the screen. 

NOTE: 
For detailed instructions on how to check the status of a Number Transfer Request, click here.

8. Should I first cancel my current phone service?

No.  Your number must be active with your provider in order for it to be transferred to RingCentral.  

9. How long does it take to complete a number transfer?

Transferring typically takes 5-15 days, but can take up to four (4) weeks.   For tips on how to speed up your number transfer request, click here.

10. How will I know if there is a problem with my number transfer?

If the rejection will occur, it will be shown on the Order Details section.  Instruction on the issue and how to correct it will be also available on this section.  You will also be notified if there is an issue with your request.  You will be instructed to login to your RingCentral account to address the issue.

11. When will my number be activated?

RingCentral will notify you through email after we received the release date from your provider. 

12. How soon can my number be activated after the transfer was completed?

Number(s) will be activated between 8am to 11am PST.

13. What letter will RingCentral utilize to transfer my telephone number from my current service provider?

When submitting a Number Transfer Request in your online account, a Letter of Authorization will be utilized by RingCentral where you need to provide a digital signature.

A Letter of Agency (LOA) must be completed by the end-user and supplied to Bandwidth upon request.  Since this is done online, you need to go over the terms and conditions and must tick the I Agree checkbox to proceed accordingly.

14. How can I make sure that I am providing the correct information for my number transfer request?

Ensure that all necessary fields are filled in and all information is accurate to avoid rejections.  If you are unsure of the account information stated above, contact your current service provider. 

15. Where do I send the documents such the Letter of Authorization or Copy of Bill?

After submitting your request online, go to the Order Details section where you can see the Download LOA and Upload LOA and latest Bill options.

16. How do I know if my documents were already submitted to my provider?

An email notification will be sent to you stating that we have submitted the number transfer request.   You would be able to see the status of your request in the Company Numbers and Info page of your online account just right below Pending Numbers.  Click Transfer Order and you will see the Order Details on the screen.

17. Can I port multiple Canadian or Toll Free numbers?

No, the process to import Canadian or toll free numbers has not changed.  You need to enter each individually (no change to current process).

18. Are there any questions in the “Transfer My Existing Number: Pre-Check” list that do not allow me to proceed with the porting process?

Yes, there are two questions that will not allow you to continue to the next screen.  

Are the numbers you are transferring active with your current Service Provider?
If no, the customer cannot proceed.

Have you received your RingCentral phones?
If no, the customer cannot proceed.

19. How will I be updated if my number transfer request/s is/are rejected?

The process of email notification remains the same; the customer will receive an email with the rejection reason.  They can also check the porting status in the Service Web at any time.

Miscellaneous

1.  What are the things I need to know when I order a Vanity Number?

Vanity numbers are activated within 5 business days upon order given that the following requirements are met:

• RingCentral was able to reserve the number for you (A number can be reserved by other carriers as well):
• Your account is in an active and paid Subscription; 
• $30 charge will be billed in your account for the Vanity Set up Fee plus taxes.

2. How do I cancel my number transfer request?

Send an email to numberporting@ringcentral.com, indicate your RingCentral phone number, the number transfer request you wish to be cancelled, and your reason for cancelling the request. 

3. How do I cancel my Vanity number request?

Send an email to numberporting@ringcentral.com and indicate your Vanity Number Request and reason for cancellation.

4. How do I transfer my number out of RingCentral?

Contact your new service provider and tell them to make a request for number transfer to RingCentral.  You need to make sure that your account with RingCentral is active and that the Name and Address you provide to your new provider is the same on what you have in our records.

5. I subscribed to a trial account with RingCentral but I want to port my number, is this possible?

We can only port telephone number from an Active, Paid RingCentral account.  Upgrade your account to paid status before you initiate the porting process.  You won't be able to have the ownership of the number if it is under Trial.  In order for you to own a particular number, the first thing that is being required is a paid subscription.

6. Why do I need to go on a Paid Subscription before my vanity number gets charged and activated?

You won't be able to have the ownership of the number.  In order for you to own a particular number, the first thing that is being required is a paid subscription.

7. How do I get notified about the status updates or changes in my number transfer request?

Every time that there is a movement in your number transfer request, an email notification is sent to your contact email.

8. What is the direct number I can dial when I want to reach the Number Transfer Department (NTD)?

The number transfer department can be reached at 866-738-4405, hours of operation is between (7am - 4pm PST).

9. What should I do if I ported my number but not receiving calls?

You may need to contact the previous carrier of the number to take out the ported number from there database or de-Provision it from there end.  If all is fine with the previous carrier, you may call 888-898-4591 for further assistance.
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