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Submitting your Porting order

Moving your local Australian number to RingCentral? Follow these steps to ensure your number transfer goes smoothly.

Table of contents

Before you begin porting

Please be reminded of these points begin you begin the number porting process: 
  • 1300 numbers (shared cost numbers) and 1800 numbers (Toll-Free numbers) may be inactive and can be ported into your carrier of choice.
  • Toll-free numbers are NOT reachable outside of the originating country.
  • Invoice is required.
    • For example, the carrier may request a photocopy of an ID
  • Additional information or documentation may be requested at the time of port.
  • Porting of mobile numbers is NOT supported.
  • Area code: 4 and 5
  • Snapbacks, rollbacks, and emergency restore are NOT supported.
  • Category A: Simple PSTN analogue phone on the copper, NBN, or SIP number. It can’t have complex services listed for Category C.
  • Category C: Any PSTN single number that has complex services attached or multiple 10/100/1000 number blocks.

Portable numbers

  • Customers can usually port:
    • Freephone (1800) or local rate (13 and 1300) number, called an 'inbound service
    • Local numbers (starting with 02, 03, 07 and 08)
  • Some out-of-area numbers are portable. For example, if you are moving to Sydney, but want to keep your Melbourne number, which starts with 03, please let us know first.
  • You may port a suspended number, given that you meet any contract obligations you have with the provider that suspended the number.
  • You cannot port a disconnected number. If a provider disconnects service, the customer no longer has rights to the number
Partial porting is usually not supported. Please contact a Number Transfer Representative for clarification should you need to port a partial block of numbers

Order Submission Steps Local

This article provides instructions on how to transfer an Australian number to RingCentral via online account.
2. From the Quick Access homepage, look for Phone Numbers category and click the Transfer Numbers link.
3. The Transfer Numbers: Select Number Type dialog box appears, select International Number.
4. Select the Country and Number Type, then click Next. Depending on the country, you have the option to transfer geographic, non geographic, or a toll-free number.
Quick Access homepage
5. Enter your current service provider and their address (optional), then click Next.
Choose your current carrier
6. Answer the Pre-Check questions accordingly, then click Next.
Note: If you choose an option that can inhibit the port request, a caution will appear in yellow under the question with additional information. If red, the system will not allow the agent/customer to proceed further with the port request.
Transfer Number: Select Number Type
7. If you are transferring a geographic number, enter your Billing Telephone Number (BTN). This is main number of the account with your current provider. If you want to transfer this number, tick the I want to transfer my Billing Telephone Number checkbox.
Note: After entering your billing telephone number (BTN) and checking the transfer BTN box (as pictured below), a popup will display all numbers entered for the port request. Leave the box unchecked if you do not want to transfer the BTN. However, there must be additional numbers in the box below the BTN field.
Enter numbers
Number Transfer Path
IMPORTANT: When porting multiple geographical numbers, ensure that the numbers are in the location, and are with the same service provider.
9. A confirmation window will be displayed if the number is deemed as portable. Click Next.
10. Take note of the details involving the duration of the number transfer process, then click Next.
Number Transfer Path
11. If you have an acting temporary number in RingCentral account meant to be replaced by the number you are transferring, click Select and choose the temporary number from the list. If you want to add the transferred number as an additional number to your account (fee details will be shown on the next screen), click Next.
Enter Numbers
12. Enter all information exactly as your current service provider has on file. If needed, contact your current provider to ensure that information is accurate. For corrections, click the Back button. Otherwise, click Next.
  • Name - Business name and person authorized to make changes to the account
  • Service - Location where the numbers are active
  • Others - Contact information, and VAT/CIF/Siret/Rio Number (if applicable per country)\
    • Migration Code - In some countries, you need to obtain a migration code from your current supplier before request porting number. If you don't know it's required or not, you can leave it empty.
Number Review
Number Mapping
IMPORTANT: Please check the information you provided. It must match the information on the latest bill from the phone company from which you are transferring your toll-free number. Incorrect information will result in a drastic delay and/or rejection of your number port.
13. In the Additional Comments section, enter additional details on the space provided such as your preferred specific port date (no guarantee). If you are not transferring all of your phone numbers in the same Billing Account Number, list the remaining phone numbers and the action to be taken for each phone number (remain, disconnect, etc.).
In the Send Emails to section, enter the email address where you want all number porting notification emails to be sent (optional). If it is left blank, all notification emails will be sent to the system admin user. Click Next.
Account information
Number Transfer Path
Number Transfer Path
14. Click Complete
15. Our Number Transfer team will send your transfer request to your current service provider. Once the order is complete, you will receive an email stating that we have submitted the transfer request. 
16. After completing your request online, you can see the status of your request under Phone System > Phone Numbers >Transferred and Vanity > Transfer Orders
Number Transfer Path
17. Click on the order in the Transferred and Vanity page to upload LOA and other required additional documents.
Number Transfer Path
If the order receives a rejection, it will be shown on the Order Details section. Instructions on how to resolve the issue will be available in this section and sent via email. 
You may email the LOA and any other country-specific required documents to global.porting@ringcentral.com.
Success!
We will place test calls to verify the calls are routing to the RingCentral network.  Once the calls are routing via RingCentral correctly, we will notify you via email to confirm that your number(s) have ported successfully. If this is a project-based port, an agent will contact you directly via phone or email.

Helpful FAQs

Porting in

Porting out

Answers

Porting in to RingCentral

1. What does "port my number" mean?
"Porting" simply means transferring your existing landline or cell phone number from one telephone service provider to another.
2. Who owns my phone number?
You own it! We simply take care of it for you. We "port in" your number from your current provider and maintain it. Under the ACMA’s local number portability (LNP) rules, you are most often able to keep your number when you move or change phone companies.
3. Is there a porting fee?
The cost of negotiating the transfer of your number from your existing phone carrier is shouldered by RingCentral.
4. What numbers can be ported to RingCentral?
We can port most Freephone and NGN/Local phone numbers in Australia. Currently, mobile numbers cannot be ported in Australia.
* Subject to change.
5. How long will porting take?
Porting within APAC will take 10-16 weeks. Don't worry, we'll keep you updated throughout the porting process, and we'll let you know once we have agreed on a firm porting date with your current carrier. You'll want to initiate the port before you cancel your account so as to not delay the process.
6. What information is needed to port my number?
The information needed to port your number will be collected during order creation. That information includes: the number(s) you are porting, your account number and PIN#/Passcode (if applicable when porting a wireless number), and your physical address (no PO Boxes). Please make sure the information you submit during sign up matches the information your current provider has on file. Any discrepancies can delay the number porting process, including cancelling the account.
* Keep in mind that your losing provider may require the entire range/block of numbers to be ported. It is not standard practice for a carrier to provide service for a single number within the APAC space.
7. When should I cancel my existing service?
Your service must remain active with your current provider throughout the number porting process. You will be notified by RingCentral once your number has successfully transferred and you will be able to cancel your service with your current provider at that time. RingCentral does not cancel your service on your behalf.
8. Does RingCentral cancel my previous service after the number transfers?
No. RingCentral does not cancel your previous service. You will need to cancel your previous service after your number(s) has transferred. Transferring your phone number(s) may cause your carrier to automatically cancel. Check with your current carrier.
9. Will my existing service work during the porting process?
Your existing service will work as is during the porting process as long as you do not make any account changes. Once your number has been transferred to RingCentral, your old service will no longer function. You may need to contact the old provider to cancel that account.
10. Can I transfer multiple numbers to RingCentral or do a bulk port? 
You can start the transfer of as many numbers as you wish from within your account. If you plan on transferring more than 100 numbers in one submission to RingCentral from the same carrier, let us know here as we do project-based porting.
11. How do I check the status of my current number transfer?
Once you have completed your request online, you will be able to see the status of your request in the Transferred tab under Phone Numbers.
12. How will I know if there's a problem with my number transfer?
If an information mismatch occurs, it will be indicated in the order details section of your portal if the order was submitted in the portal. Instructions on the issue and how to resolve it will be available in this section and emailed to the point of contact listed during submission.
If you have submitted a port project, the details will be emailed to the point of contact.
13. When will my number be transferred?
RingCentral will notify you through email once the release date is received from your current provider.
14. How soon can my number be activated after the transfer was completed?
You will be notified via email when the port has been confirmed which will also include detailed information such as the date/time of transfer. Activations occur Monday-Friday.
15. 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 (LOA) will be utilized by RingCentral.
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. Once you have completed your request online, you will be able to see the status of your request in the Transferred tab under Phone Numbers.
17. How do I cancel my number transfer request?
Send an email to global.porting@ringcentral.com, indicate your RingCentral phone number, the number transfer request you wish to be cancelled, and your reason for cancelling the request.
18. I subscribed to a trial account with RingCentral but I want to port my number, is this possible?
In order for you to own a particular number, the first requirement is a paid subscription. We can only port telephone numbers to an active and paid RingCentral account. Please upgrade your account to paid status before you initiate the porting process.
19. How do I reach the Number Transfer Department (NTD)? 
The Number Transfer Department can be reached via email at global.porting@ringcentral.com. Please allow for a response within 24 business hours.
20. 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 remove the ported number from their database or switches. If all is fine with the previous carrier, you may call +61 180 093 5915  for further assistance.

Porting out from RingCentral

1. Can I port my number out from RingCentral?
Yes! You can port your number out to the carrier of your choice at any time. There are no restrictions or fees to do so.
2. Is there a fee to port my number out from RingCentral?
RingCentral does not charge a port out fee. Your new provider might charge a porting fee. You will still be responsible for paying for your monthly service until the number port completes.
3. Will my new carrier accept a phone number transferred from RingCentral?
The majority of carriers will accept phone number transfers from RingCentral. Some mobile carriers have policies that only allow them to port in "wireless" phone numbers. RingCentral’s numbers are classified as "wireline" and that classification cannot be modified by RingCentral. Check with your new carrier first.
4. How do I port a number out from RingCentral?
When you port out a number, your RingCentral account will have the information you will need to port the phone number to your new carrier. This information is located under the Billing and Payment tabs on your RingCentral Online account. You will need to provide this account information to the new carrier to port to their service.
5. How long does porting out take?
Port out timing depends on the carrier or service provider you are porting to. They all have different install Service Level Agreements (SLAs). Please consult with your new carrier.
6. I'm porting out, why do I need to keep my account active?
The number will need to be in an active state during the port out process. Once the number has been ported away, you need to contact RingCentral Support to cancel your service and avoid any further charges.
7. Can I cancel my port out order? 
Yes! RingCentral does not issue a cancellation order, this must be done by your new carrier.

Rejections

This article lists the various reasons why the number transfer request was rejected by your carrier.
After submitting a number transfer request, it may take a few days for your current service provider to respond to the request. Depending on the information you provided, they may either accept or reject the request. Listed below are the various reasons why your carrier might reject your number transfer request and the corresponding actions you can perform to address it.

Rejected for Hunting

A number transfer application may be rejected because a "Hunting/Hunt group" feature is activated on your account with the current provider. Remove this feature and resubmit your transfer request.
Rejected for Hunting
Line hunting or hunt group is a method of distributing phone calls from a single telephone number to a group of several phone lines. Specifically, it refers to the process or algorithm used to select which line will receive the call.
Hunt groups are supported by some PBX phone systems. Also, some phone companies will provide this feature for a small fee (see also: Centrex). In the tariffs of some telephone companies, one may obtain hunting for free, but forward on busy is a charged service.
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Select the number transfer order > click Submit.

Rejected for Centrex

A number transfer application may be rejected because a "Centrex" feature is activated on your account with the current provider. Remove this feature and resubmit your transfer request.
Rejected for Centrex
Centrex is a PBX-like service providing switching at the central office instead of at the customer's premises. Typically, the telephone company owns and manages all the communications equipment and software necessary to implement the Centrex service and then sells various services to the customer.
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Select the number transfer order > click Submit

Rejected for Partial Port

A number transfer application may be rejected because there are multiple lines associated with your account with your service provider. 
Send a list of all numbers associated with your account to RingCentral through email at global.porting@ringcentral.com with the following details:
  • Order ID
  • Instructions
    • I want to keep my remaining lines and service active with my current provider, or
    • I want to disconnect all remaining lines and services including date (if there's one)
  • List - List all your numbers associated to the numbers to be ported. 
NOTE: Partial port is when your provider requires you to address your remaining  lines/numbers and services (Data/T1  service).

Rejected for RingMaster/Distinctive Ring

A number transfer application may be rejected because a "Ring Master" feature is activated on your account with the current provider. Remove this feature and resubmit your transfer request.
Distinctive ring, marketed under a variety of names, is a service offered by a telephone company that establishes additional telephone numbers on the same line as an existing number, each number ringing with a distinctive ringing pattern. Typically, the original number rings with the standard ring pattern that is common to the nation where the line is connected. Regardless of what ringing pattern the called party hears, the calling party hears the standard ringing pattern.
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Select the number transfer order > click Submit

Rejected for Multiple or Pending Order

Pending/Open order is an order in progress associated to the number to port or account that has not been posted, completed or cancelled. 
It could be due to the following:
  • Ongoing port in request going to another provider
  • Change/update of records (Address, Company name, Authorized name)
  • Upgrade/downgrade of service
  • Added/removed account feature
Contact your service provider to cancel or complete the open order. Ask when it will be posted in their system before re-starting your Porting request. 
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Select the number transfer order > click Submit

Rejected for Number Mismatch

Number mismatch could mean the following:
  • One or more numbers on the list does not match your providers list.
  • The number was typed in error
  • The number belongs to a different account
Contact your service provider or check your current copy of bill and validate the following:
  • Do I have the correct list of numbers?
  • Is the number under the billing telephone or account number correct?
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Select the number transfer order > click Submit
You can send us an email at global.porting@ringcentral.com.
  • if there are typo errors
  • If you want to send us a copy of your bill
  • If the numbers to port are under a different account or billing telephone number

Rejected for Incorrect Company Name

A number transfer application may be rejected because the name of the account holder (Company name for business accounts) does not match the name provided.
Contact your service provider or check your current copy of bill and validate if the correct company name is in the order. Edit your request, enter the correct name in the highlighted field, and then click on the "Submit" button to resubmit your Transfer Request.
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete

Rejected for Illegible or Incomplete Document

A number transfer application may be rejected because the attached Letter of Authorization was not signed, filled out, or the writing was illegible. 
Download the LOA from your account, fill it, sign, and upload so that the Number Transfer request could be resubmitted.
To Resubmit: Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Upload LOA 

Rejected for Unauthorized Name/Signer

A number transfer application may be rejected because the person listed on the request is not authorized to initiate a number transfer with your current service provider. 
Contact your service provider and validate the name listed in their system to make changes. If the name is different from the original order,
  • Local Number: Edit request > enter the name of the authorized person in the highlighted field > Click Submit.
  • Toll-Free number: an updated Signed Letter of Agency is required

Rejected for No Attached LOA and Copy of Bill (COB)

A number transfer application may be rejected because your current service provider requires an attached LOA, and a recent ca copy of your bill. Upload a fully filled out LOA and a recent copy of your bill not more than 45 days old.
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Upload CoB and Upload LOA

Rejected for Incorrect PIN or PIN is Required

A number transfer application may be rejected because the PIN you provided does not match the number on file with your current service provider, or you didn't provide one. 
PIN (Personal Identifier Number): You can get this number from your service provider. This is required if you are transferring mobile numbers. PIN can also be your account Passcode or Password that you setup with your provider. 
Contact your service provider and validated if you have the correct PIN, Passcode, or Password. We highly recommend to setup a new PIN (for mobile numbers only) if you get this type of rejection.
Check the PIN number associated with the number your are porting, edit the request, and enter the number in the highlighted field. 
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete

Rejected for Incorrect Account Number or Account Number is Required 

A number transfer application may be rejected because the Account Number you provided does not match the number on file with your current service provider, or you didn't provide one. 
The Account Number is your service reference number that you get from your provider. This is required if you are transferring mobile numbers. Contact your service provider or check your copy of your bill and validate if you have the correct Account Number.
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete

Rejected for Account Freeze

A number transfer application may be rejected because your current service provider placed a freeze on the transfer ability of your number. The freeze must be removed from your account in order to complete your Transfer Request. 
Contact your service provider to resolve the issue.
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the box that says "I confirm the resolution of the freeze" > Click Submit

Rejected for Address Mismatch

A number transfer application may be rejected because the service address you provided does not match the address on file with your current service provider. 
Contact your service provider and verify the address that they have on file. The address required is the actual state and city where the number is located as porting is based on geographical area code.
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete

Rejected for Line Disconnected

A number transfer application may be rejected because the number has been disconnected with your service provider. The number must remain active during the transfer process in order for your Transfer Request to be completed.
Reason for this type of rejection:
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the box that says "I confirm the resolution of the freeze" > Click Submit
  • One or more numbers to port is disconnected or has been issued a disconnect order
  • One or more numbers to port is currently unassigned or unable to locate on your provider's billing records.
To resolve:
  • Contact your service provider and re-instate the number back to active and working state.
  • Contact your service provider and verify if the number is accounted for under your account.
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the box that says "The account was reactivated." > Click Submit

Rejected for Incorrect Billing Telephone Number (BTN)

A number transfer application may be rejected because the billing telephone number you provided does not match the number on file with your current service provider. Contact your service provider or refer to your copy of your bill and validate if you have the correct BTN.
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete
NOTE: If the initial BTN provided is incorrect, let us know via email at global.porting@ringcentral.com.

Rejected for Incorrect Reseller Name

A number transfer application may be rejected because your current service provider has a reseller on file that was not listed in your request. Contact your current service provider to obtain the name of the reseller from whom the service provider received the number. You can also refer to the copy of your bill and verify if the provider name is correct.
NOTE: This is required for Canadian Local Numbers. 
To restart your number transfer order, go to Admin Portal > Phone System > Phone Numbers > Transferred and Vanity > Click the three dots next to the Download LOA button > Click Edit > Edit the required information > Click Next till the Edit Wizard is complete

Rejection Due to System Issues

The number transfer request was rejected because a problem has occurred between Systems (Carrier to carrier). No need for you to do anything as this is handled by our Processing team and will reach out to you if additional information is needed.
If you get this notice, please be advised that the process may take linger than usual (additional 5 business days).

Rejection Due to Complex Order

The number transfer request was rejected by your current service provider. Your order requires manual processing due to the complexity of the system where the number is attached to.
No need for you to do anything as this is handled by our Processing team, and will reach out to you if additional information is needed. 
If you get this notice, please be advised that the process may take longer than usual (additional 10 business days).

Need help?

The Number Transfer Department can be reached via email at global.porting@ringcentral.com.
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