# Identity verification

> Verify your account online by confirming your address and phone number and scanning your photo ID with Stripe.

- URL: https://kb.voipcloud.online/au/security/identity-verification/
- Section: Security and compliance
- Type: guide
- Applies to: All countries
- Last reviewed: 2026-11-09

If your account isn't verified yet, the portal asks you to complete verification. You can do it online: confirm your service address and phone number, then scan your photo ID and take a selfie. The ID check is run by Stripe, a third-party identity service.

Until your account is verified, you can only make calls inside your own phone system, calls are limited to 1 minute, and you can't buy equipment. Once you're verified, you can activate your account at any time to remove the trial limits. A free trial account that isn't verified by the end of the trial expires. See [Your free trial](https://kb.voipcloud.online/au/getting-started/free-trial/).

## Before you start

- Use a computer. The portal isn't designed for mobiles, but you'll scan a QR code with your phone during the process.
- Have your phone with you, to receive an SMS code and take photos.
- Have your driver's licence, passport or other government-issued photo ID.
- Find a well-lit room.

## 1. Start verification

1. Sign in to the customer portal on your computer.
2. Go to **Billing** › **Home**.
3. Next to **Current status**, click **Verify the account**.

## 2. Confirm your address and phone number

This is the **Address and phone number verification** step.

1. Enter the primary account holder details and your service address, then click **Confirm details**.
2. Check your phone number and click **Request a verification code**. You get a 6-digit code by SMS. The code is valid for 2 hours.
3. Enter the code in **Verification code** and click **Verify phone number**.

If you can't verify your phone number, click **Cannot verify a phone number? Proceed straight to manual identity verification**.

## 3. Verify your identity with Stripe

1. Go to the **Identity verification** step. Stripe's verification window opens.
2. Read the Stripe Privacy Policy and agree to continue.
3. Scan the QR code on screen with your phone's camera, and open the link. It takes you to Stripe.
4. Have your photo ID ready, then follow Stripe's prompts and allow temporary camera access.
5. Take a photo of your ID.
6. Take a selfie.

## Check it works

When Stripe has checked your photos, look at **Current status** on **Billing** › **Home**. If verification was rejected, the page shows **Verification rejected**. Once you're verified, the **Verify the account** button disappears; on a trial account, **Switch to active status** appears instead.

## Troubleshooting

- **No QR code appears after you agree to the terms:** try another browser, or allow pop-ups for the portal.
- **Your phone can't scan the QR code:** make sure the portal is open on a computer, not on your phone.
- **Stripe won't accept your ID photo:** take a live photo of the physical card or passport, not a photo of a photo or a scan, in a well-lit room.
- **Automatic verification failed:** the portal offers **Try the automatic verification again** or **Go to manual identity verification**.

If verification still fails, [contact the support team](https://kb.voipcloud.online/au/support/support-tickets/).

## After you submit

Your documents are reviewed, normally within the next business day. You may be asked for more information by email or phone. Until the review is complete, **Billing** › **Home** shows **Current status: Trial** with **The verification documents are being reviewed**, and **Only internal calls are allowed until fully verified**. Once you're fully verified, calls to other numbers work and you can activate your account. See [Your free trial](https://kb.voipcloud.online/au/getting-started/free-trial/).

## Related

- [Identity documents](https://kb.voipcloud.online/au/security/identity-documents/)
- [Two-factor authentication](https://kb.voipcloud.online/au/security/two-factor-authentication/)