# 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.

- URL: https://kb.voipcloud.online/us/billing/payment-verification/
- Section: Billing and account
- Type: guide
- Applies to: All countries
- Last reviewed: 2026-11-10

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

- Have a mobile phone that can receive SMS.

## 1. Verify your phone number

Phone verification is part of [account verification](https://kb.voipcloud.online/us/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**.


## 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

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/us/security/identity-verification/) and Identity documents.


## Check it works

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

## Next steps

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