Keep your business number with Hello

Option 1. Forward your calls (live in minutes)

Your number stays with your current provider. You tell it to send calls on to your Hello number.

• Mobile: dial a short code on the phone itself.
  • All calls: **21* your Hello number #, then call. Example: **21*093001234#
  • Forwards calls you don't answer, are busy on, or can't take: **004* your Hello number #
  • Turn forwarding off: ##002#
• Landline, business or office phone system: forwarding is set in your provider's online portal or app, or by calling them. Ask for "unconditional call forwarding" (all calls) or "forward when busy or unanswered" to your Hello number. While you're talking to them, ask how many calls your number can forward at the same time (see below).
• Test it: call your business number from another phone. Hello should answer.

Your provider may charge for forwarded calls. Check your plan.

Three things to check when you forward:

• Don't put your main number in your phone tree. If your main number forwards to Hello, Hello can't put callers through to it, or the call goes round in circles. Use each person's mobile or direct line. Hello won't let you add a number that loops.
• Check how many calls can forward at once. Hello answers several calls together, but your phone service decides how many it passes on. Mobiles usually forward several. Business and VoIP numbers often allow only one or two at a time ("call paths"), and your provider can add more. A quick test: have two people call your number at the same time. If both reach Hello, you're fine.
• Make sure callers' numbers come through. Most providers pass on the caller's number when forwarding, but some office phone systems show your own number instead. Hello then can't tell callers apart. After your first test call, Hello will tell you if this is happening, and your provider can usually fix it with one setting ("pass through caller ID").

Option 2. Use your Hello number

Every plan comes with a local Auckland 09 number, ready the moment you sign up. Put it on your website, Google Business Profile and email signature, and you're live.

Option 3. Port (move) your number to Hello

Porting moves your number from your current provider to Hello for good. Callers keep dialling the number they know, and Hello answers. It's free from us. Your old provider can't stop a port, but they may charge an exit fee if you're on a contract.

Can my number be ported?

• Yes: NZ landline numbers (03, 04, 06, 07, 09) and 0800 and 0508 numbers.
• No: NZ mobile numbers (021, 022, 027 and so on). Use forwarding instead.
• Voice only: once ported, the number takes calls but can't send or receive texts.
• Fax, alarm and EFTPOS lines on the same number will stop working. Move them to another line first.

What we need from you

1. Your current account details, exactly as your provider has them:

• Account holder name (the person or business on the account)
• Service address (a street address, not a PO Box)
• Current provider (for example Spark, One NZ, 2degrees, Voyager, Voicepro)
• Account number with that provider
• Port-out PIN or password, if your provider uses one
• The number or numbers to move

2. A recent bill from your current provider:

• Less than 90 days old, as a PDF
• Must show the number, the account holder name and the provider

3. A signed Letter of Authority (LOA)

• Use our template below. Fill it in, sign it and date it.
• It must be signed within 30 days of when we submit the port, by someone allowed to act for the account.
• If the carrier asks for its own form as well, we'll send it to you to sign online.

4. Proof of your business name and address

• NZ rules require the number to be registered in your business's legal name, so we need proof of both.
• A Companies Office extract usually covers both. If it shows a different address, add a utility bill, rates notice or lease for the street address.
• Sole traders: a recent utility bill or IRD letter in your name works.
• If your phone account is in a different name (a trading name, a person, or an old company), tell us before you start. The provider may need to update the account name first.

5. What the number does today

• Where calls ring now and in what order
• Any menu ("press 1 for..."), after-hours message or voicemail
• Any other service on the line, like fax, alarm or EFTPOS

The checklist

• Check the account holder name and address with your current provider. They must match exactly. This is the most common reason ports are rejected.
• Ask your provider for your account number, any port-out PIN and your contract end date.
• Download a recent bill as a PDF.
• Fill in, sign and date the Letter of Authority.
• Get proof of your business address.
• Start forwarding to your Hello number now, so you're live while the port runs.
• In the Hello app, go to Home > Send your calls to Hello > Port my number and send us the details.
• Email the bill, signed LOA and proof of name and address to support@leadica.io.
• Don't cancel your current phone service. Cancelling before the port finishes can lose the number for good.

What happens next

1. We check your documents within one business day and tell you if anything needs fixing.
2. We submit the port to our phone carrier. You'll see "Port submitted" in the app.
3. Your old provider responds. This is usually the slowest step. We chase it for you.
4. We get a cutover date. We'll email you the date and time, usually during business hours.
5. Cutover. Calls start arriving at Hello on your own number. We test it straight away.
6. You cancel your old service, but only once we've confirmed calls are working for at least two business days. Turn off any forwarding at the same time.

Your Hello 09 number keeps working too, so either number reaches your front desk.

Expect 6 to 8 weeks from when we have everything. It depends mostly on how quickly your old provider responds.

Common questions

Can Hello answer more than one call at once? Yes. Hello itself takes several calls at the same time, with no busy signal. If you forward, your own phone service decides how many calls it can pass on at once:

• Mobiles: forwarding happens in the mobile network, so several calls can usually forward at once. Use **004* (not just "no answer") so calls also forward while you're on another call.
• Business or VoIP numbers (for example Spark, One NZ, 2degrees, Voyager, Voicepro): each forwarded call uses a "call path" on your plan. Many small plans have one or two. Ask your provider how many simultaneous calls your number can forward, and whether they can add more.
• Office phone systems: a forwarded call can use two lines on the system (one in, one out), so it may handle fewer calls than you expect. Your phone provider can check.
• Moving your number to Hello (porting) removes the limit, because calls come straight to Hello.
• Each team member can only take one transferred call at a time. If they're already on the phone, the next caller may reach their voicemail, so list a second person or a mobile in your phone tree.

Will my phone go dead during the port? Normally no. The switch takes a few minutes on the cutover day. Keep forwarding on until then, so Hello answers the whole time.

Can I keep texting from the number? No. Ported landline numbers are voice only.

What if I cancel Hello later? A number you ported to us is yours. Ask us and we'll help you move it to another provider. The 09 number we gave you at sign-up belongs to Leadica, so it stays with us.

How long does it take, and why? New Zealand numbers move through a manual process with our phone carrier and your old provider, not an instant online switch. Allow 6 to 8 weeks. Forwarding keeps you live the whole time.

Does porting cost anything? Not from Leadica. Your old provider may charge an exit or early termination fee if you're on a contract.

My number is in an old company name. Port it in the name on the account first. You can change the name later. A mismatch will get the port rejected.

Questions? Email hello@leadica.io.