Port your existing phone number to WorkZen

You have had the same business number on your trucks, your van wrap, and every invoice for years. Moving to WorkZen does not mean giving it up. Porting transfers that number from your current provider to WorkZen, and once it lands it behaves exactly like any other ZenPhone number: calls, texts, voicemail, call flows, and history all attached to the right client records.

Start the request in WorkZen

Open the Phone section, click Add Number, and choose Port my number instead of getting a new one. A five-step wizard takes it from there:

1. How it works, including the one phone call that decides whether this goes smoothly (below).
2. Your number, and which line on your plan it will use.
3. Provider details, copied from the Customer Service Record.
4. Authorize: sign the Letter of Authorization on screen and attach a recent bill.
5. Review, then send.

Everything is saved from step 2 onward. Getting a Customer Service Record out of a carrier can take days, so close the window whenever you need to and pick it up from your numbers list, where the request shows as Unfinished. Nothing is retyped.

That request holds one line slot on the ZenPhone plan you pick, so nobody on your team claims a fresh number into the slot your own number is waiting for. Changed your mind before you send it? Open the request from your numbers list and choose Cancel request. Nothing has reached your provider yet, so it stops cleanly: the slot is freed, what you entered is deleted, and your number stays where it is.

After you send it, cancelling goes through us. Once the request is with your current provider we cannot guarantee it can be stopped, and once a switchover date is set it is often impossible. Email porting@workzen.io as soon as you can, at least three business days before any scheduled date.

Your account number and PIN go in the wizard, encrypted, and are deleted the moment the transfer completes or is cancelled.

What we need from you

The same five things whether your number is Canadian or American:

1. The account holder's name, exactly as your current provider has it. If the account is in the business name, we need that too.
2. The service address on file with your current provider. It has to be a real physical address. PO boxes are refused.
3. The list of numbers you want to move.
4. Your current provider's account number, and the PIN or passcode on the account. Mobile numbers nearly always need the PIN.
5. A signed Letter of Authorization plus a recent bill or Customer Service Record, covered below.

Steps 3 and 4 of the wizard collect all of it. If you would rather send it by email, porting@workzen.io still works.

Get the details from the right department

The single most common reason a port gets rejected is a name or address that does not match the losing provider's records. Not "wrong", just different: a suite number they never recorded, a business name where they have a personal one, an old address from before you moved.

Call your current provider and ask for the porting department, not billing or general support, and ask for your Customer Service Record (CSR). That is the record the porting system actually checks. Billing information looks similar and is not always the same thing. Whatever the CSR says is what goes on your paperwork, even if it is slightly wrong, because matching beats being right.

The Letter of Authorization

The LOA is the document that authorizes the transfer. One form covers both Canada and the United States, and you no longer fill it in yourself: step 4 of the wizard builds it from what you entered and you sign it on screen. That removes the two things that most often invalidate it, because a generated letter cannot disagree with your request and cannot be older than the day you signed it.

One rule still applies: it must be signed by someone actually authorized on the account. An office manager who is not on the account will get the port rejected, no matter how the letter was produced.

The letter names Twilio, our carrier partner. That is expected and correct: Twilio is the network your number is moving onto, and WorkZen runs on top of it.

Prefer paper? Download the blank Letter of Authorization (PDF), sign it, and email it to porting@workzen.io instead.

And a recent bill

A scan or PDF of your most recent phone bill, dated within the last 30 days, showing the account number, the account holder's name, the service address, and every number you are moving. If you have the CSR from your provider, that works in place of the bill and is the stronger document of the two.

No bill because the number lives on a VoIP or Google Voice account? A PDF screenshot of your account page showing your username and the numbers works instead. It must be a PDF, not an image file.

Canada

Canadian local and mobile numbers go through a separate carrier process, so expect the whole thing to take up to four weeks.

United States

US numbers follow the same document list and typically complete in 5 to 15 days, occasionally stretching to four weeks if the old provider pushes back.

One extra step applies to US local numbers only: before a ported number can send text messages in the US, it needs a carrier messaging registration (A2P 10DLC). Calls work as soon as the number lands; texting switches on once that registration clears. We will walk you through it after the port completes.

Texting also takes an extra two to three business days to route after the voice side is live, in both countries. Calls first, texts shortly after, and nothing is broken in between.

What not to do

Also worth knowing before you start:

• If your number is part of a larger block, your provider either releases the whole block or splits yours out first. Ask them which.
• If the number is on an iPhone, deregister iMessage with Apple before the port.
• Cancelling a port after a date has been scheduled is difficult and sometimes impossible. Tell us at least three business days before the scheduled date.

After the port

We email you once the number is live on WorkZen. At that point set up how it behaves: assign it to a team member, point it at a call flow so calls reach the right person, and decide whether the AI Receptionist answers when nobody can. Then, and only then, call your old provider and close the account.