Account and payment verification
Verify your phone number when you sign up, verify your card on a prepaid account, and what to do if verification fails.
To protect your account, your provider verifies your mobile phone number when you sign up. 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.
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.
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.
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.
Check it works
Section titled “Check it works”If the portal keeps asking you to verify after you’ve finished verifying, raise a support ticket.