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Porting lets you transfer your existing Canadian business phone numbers from your current 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 request with its carrier partner. Canadian ports follow a different process from US ports, so follow the instructions on this page even if you have ported numbers before.
Keep your current phone service active and your account in good standing until the port is complete. Canceling your service early or having an outstanding balance can prevent the transfer.
  • Timeline: Typically 1–2 weeks after the required documents are accepted. Rejections can extend the process to 4 weeks.
  • Required documents: A completed Porting Request Form, a recent bill or Customer Service Record (CSR), and a signed Letter of Authorization (LOA).
  • Mobile numbers: Approve the port by SMS within 90 minutes of receiving your provider’s message.
  • Messaging: US 10DLC registration does not apply to Canadian numbers. Toll-free numbers require toll-free messaging verification before sending SMS messages.
  • Scheduling: The carrier confirms the porting date by email. You cannot choose a specific transfer window.

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Before you start

Gather the following information exactly as it appears in your current provider’s account records. Mismatches are a common reason for porting requests to be rejected.
  • Phone numbers: List the numbers you want to transfer and identify which are local, mobile, or toll-free.
  • Current provider: Your provider’s name and account number.
  • Port-out PIN: Obtain the PIN if your provider requires one. Mobile providers such as Rogers, Bell, Telus, and Freedom typically require a PIN.
  • Authorized user: The first and last name of the person authorized on the account. This person must sign the LOA.
  • Service address: The physical Canadian service address shown on your bill. P.O. boxes are not accepted. The same address must appear on the LOA, including for toll-free numbers.
  • Recent bill or CSR: Provide your most recent bill, preferably dated within the last 30 days, showing the account number, authorized user’s name, and service address for the numbers being transferred. A CSR from your provider can be submitted instead of a bill.
  • Number ranges: If your numbers belong to a block, include the entire block or ask your provider to split the range before submitting the request. Partial ranges are commonly rejected.
You can request to transfer the following Canadian phone numbers:
  • Local numbers: Canadian geographic numbers that support voice and SMS.
  • Mobile numbers: Numbers that support voice and SMS.
  • Toll-free numbers: Numbers beginning with 800, 833, 844, 855, 866, 877, or 888.
  • VoIP numbers: Numbers from providers such as RingCentral, Dialpad, and Ooma. These follow the local-number porting process.
Porting availability depends on the number’s rate center. The Zuper Connect team checks coverage before submitting the request and will let you know if a number cannot be transferred.

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Transfer your numbers

1

Submit the porting request

Complete the Porting Request Form provided by the Zuper Connect team. Include the account details gathered above and attach your recent bill or CSR.Numbers on different provider accounts may require separate documentation. Submit local and mobile numbers separately from toll-free numbers.
2

Sign the Letter of Authorization

The Zuper Connect team provides the LOA for your authorized user to sign.The LOA must be dated within 30 days of submission for local and mobile numbers, and within 15 days of submission for toll-free numbers. Sign and return it promptly to avoid delays.
3

Wait for carrier validation

Zuper Connect submits the request to its carrier partner. Local and mobile numbers go through the carrier’s international porting desk, while toll-free numbers follow a separate process. Initial validation typically takes 1–2 business days.The carrier’s partner then contacts your current provider to validate the account and arrange the transfer. This step usually takes about a week. Respond promptly if your provider requests additional information.
4

Approve the port for mobile numbers

Your current provider sends an approval text to the mobile number being transferred.Reply within 90 minutes. If you miss this window, the request is rejected and must be resubmitted.The Zuper Connect team will tell you when to expect the message. Make sure the authorized user has access to the phone and can respond promptly.
5

Prepare your call routing

Before the porting date, configure your call routing in Zuper Connect, including IVR menus, ring groups, business hours, and after-hours routing.See Configuring Call Routing.Forwarding configured through your previous provider stops when the number moves to Zuper Connect.
6

Confirm the porting date

The carrier emails the confirmed porting date and a time slot, if one is available. Canadian ports cannot be scheduled for a specific time window.Keep your Zuper Connect routing ready for the confirmed date.
7

Verify the transferred numbers

Test calls and text messages after the transfer. Calls should work on the porting date, but SMS routing may take an additional 2–3 business days to become available.Once you have confirmed that calls and texts work, you can close the numbers with your previous provider.

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Porting toll-free numbers

Canadian 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 step accounts for much of the waiting time.
  2. Phase 2: Reroute the number. The receiving carrier reconfigures the routing and completes the port.
Keep these toll-free requirements in mind:
  • LOA validity: The LOA must be dated within 15 days of submission.
  • Service address: The LOA must include your actual Canadian service address. The Zuper Connect team handles the address formatting required by its toll-free porting process.
  • Transfer timing: The number switches when the release completes. You cannot schedule a specific time window, so configure your call routing in advance.
  • Separate request: Submit toll-free numbers separately from local and mobile numbers. The same bill and authorized signer can be used where applicable.
  • SMS verification: Complete toll-free messaging verification before sending SMS messages. US 10DLC registration is not required for Canadian toll-free numbers.

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Special cases and troubleshooting

Check the following common rejection reasons:The Zuper Connect team can review the rejection and help resubmit the request with corrected details. If you continue to have trouble, contact support@zuper.co.
Tell the Zuper Connect team if your numbers span multiple accounts. Each provider account may require its own bill or CSR, PIN, and LOA. Confirm the required documents with the team before submitting the requests.
A provider may release a number earlier than the expected porting date. This timing is outside Zuper’s control. Keep your Zuper Connect routing configured in advance so calls can be handled when the number moves.
Contact the Zuper Connect team if you do not receive the expected approval text. The approval must be completed within the 90-minute window, or the request may need to be resubmitted.