Switching a call to your phone carrier In Zoom App

This post was most recently updated on July 29th, 2022

It may be necessary to switch to a regular phone connection if a poor or limited Wi-Fi connection is affecting the current Zoom Phone call.


  • Whenever an Internet provider forwards a call to your carrier, a metered rate will be charged to you.
  • For help with improving your Wi-Fi connection, see our general Wi-Fi troubleshooting suggestions.
  • It is possible to add your phone’s direct number to the settings tab in your Zoom web portal if you want all inbound Zoom Phone calls to be forwarded to your phone service provider.

Prerequisites for switching a call to your phone carrier

  • Zoom mobile app, version 5.4.7 or higher
  • Required for Zoom Phone
  • Services that include forwarding to your direct phone number through the Zoom Phone app
  • If you have an active phone number and a mobile device with an active carrier
  • And the connection between your device and the carrier is good
  • Good and your administrator has activated the policy called “Mobile Switch to Carrier”

How to switch a call to your phone carrier

  1. Log in to the Zoom app on your mobile device.
  2. Start a call or receive one.
  3. From the call controls, you can choose to tap More.
  4. From there, you can choose to Switch to a Carrier.
  5. Then you need to enter the direct number of your phone as shown below. For example, if you enter +19051231234 instead of +1 (905) 123-1234, you will be switched to +1 (905) 123-1234.
    • There is no minus sign (+).
    • Code of the country:
    • Postal area code
    • The phone number
  6. Tap Switch.
    After you enter the phone number, Zoom Phone will make call to that number.
  7. Once you receive the call, you will answer it using your mobile carrier.
    Your Zoom Phone call will be automatically ended when you answer the call with your mobile carrier.


You may struggle to complete the switch if you run into one of the following error messages. Here are some troubleshooting suggestions for each error message.

Call Failed

This phone number format was not recognized by Zoom Phone. To ensure you have entered the direct number of your phone correctly, enter it as follows:

  • Plus sign (+)
  • Country code
  • Area code
  • Phone number

To switch to +1 (905) 123-1234, for example, you could enter +19051231234.

Failed to Switch

Zoom Phone’s calling package does not support the direct dialing feature on your phone. On the Zoom web portal, you can view the details of the current package you have for calling in your settings.

You can change your calling package by contacting the Zoom Phone admin.