Account and payment verification
Verify your phone number and card when you sign up, and what to do if verification fails.
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
Section titled “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
Section titled “1. Verify your phone number”Phone verification is part of account verification.
- Check the phone number and click Request a verification code. It’s sent by SMS and is valid for 2 hours.
- Enter the Verification code and click Verify phone number.
2. Verify your card
Section titled “2. Verify your card”Card verification runs when you add a credit card on Billing › Bills and payments. See Payment methods and top-ups.
- Click Add a credit card and enter the card details.
- Approve the 3-D Secure prompt from your bank if one appears.
- Your card may be charged two small amounts. Find them in your online banking transactions.
- 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
Section titled “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
Section titled “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
Section titled “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 and Identity documents.
If you can’t use 3-D Secure
Section titled “If you can’t use 3-D Secure”Use another payment method, such as PayPal or direct debit. See Payment methods and top-ups. If none of them suits you, raise a support ticket.
Check it works
Section titled “Check it works”If the portal keeps asking you to verify after you’ve finished both steps, raise a support ticket.