# Account and payment verification

> Verify your phone number and card when you sign up, and what to do if verification fails.

- URL: https://kb.voipcloud.online/billing/payment-verification/
- Section: Billing and account
- Type: guide
- Applies to: All countries
- Last reviewed: 2026-11-09

To protect your account, your provider verifies your mobile phone number when you sign up, and checks each credit card you add with 3-D Secure (online payment authentication). If automatic verification doesn't work, you can ask for manual verification instead.

## Before you start

- Have a mobile phone that can receive SMS.
- Have a credit card with 3-D Secure turned on, and access to its transactions in your online banking. The card must be issued in the same country as your service address.

## 1. Verify your phone number

Phone verification is part of [account verification](https://kb.voipcloud.online/security/identity-verification/).

1. Check the phone number and click **Request a verification code**. It's sent by SMS and is valid for 2 hours.
2. Enter the **Verification code** and click **Verify phone number**.

## 2. Verify your card

Card verification runs when you add a credit card on **Billing** › **Bills and payments**. See [Payment methods and top-ups](https://kb.voipcloud.online/billing/payment-methods/).

1. Click **Add a credit card** and enter the card details.
2. Approve the 3-D Secure prompt from your bank if one appears.
3. Your card may be charged two small amounts. Find them in your online banking transactions.
4. Enter them in **First charged amount** and **Second charged amount**, and click **Verify now**.

The two small amounts are refunded once the card is verified. If you click **Verify later**, the card shows as awaiting verification on **Billing** › **Home** until you finish.


## If phone verification fails

| Problem | What to do |
| --- | --- |
| The code is incorrect | Check for typos. If the code was sent more than 2 hours ago, request a new code. |
| No SMS arrives | Check the number is a mobile number and is typed correctly, then request a new code. |

If it still fails, click **Cannot verify a phone number? Proceed straight to manual identity verification**.

## If card verification fails

| Problem | What to do |
| --- | --- |
| **The amounts entered are incorrect** | Check the amounts for typing errors and try again. |
| The card was issued in a different country from your service address | The card can't be used for security reasons. Add a card issued in the same country as your service address, or contact the support team. |
| You can't see the charges | Allow a full 24 hours. If they still don't show, ask your bank whether they can see them. |
| You see one charge instead of two | Ask your bank whether they can see two separate transactions. |
| 3-D Secure fails | Ask your bank whether 3-D Secure (online authentication) is turned on for your card. |

If none of this helps, use another payment method or contact the support team.

## Manual verification

Instead of automatic identity verification, you can send photos for manual verification. You'll need a photo of yourself with a government-issued ID, and a utility bill (gas, electricity or water, no older than six months) that matches your service address. Businesses provide business registration documents instead of the bill.

A team member reviews your account within the next business day, and may contact you by email or phone. See [Identity verification](https://kb.voipcloud.online/security/identity-verification/) and [Identity documents](https://kb.voipcloud.online/security/identity-documents/).

## If you can't use 3-D Secure

Use another payment method, such as PayPal or direct debit. See [Payment methods and top-ups](https://kb.voipcloud.online/billing/payment-methods/). If none of them suits you, [raise a support ticket](https://kb.voipcloud.online/support/support-tickets/).


## Check it works

If the portal keeps asking you to verify after you've finished both steps, [raise a support ticket](https://kb.voipcloud.online/support/support-tickets/).

## Next steps

- [Set up your phone system](https://kb.voipcloud.online/getting-started/set-up-your-phone-system/)
- [Identity verification](https://kb.voipcloud.online/security/identity-verification/)