Identity Verification

Why do some phone numbers have an identity document requirement?

Due to local regulations, some phone numbers require a verified identity document associated with your Twilio account. If you are using the mobile phone numbers directly, the identification should be yours or your company’s, and if you are reselling the phone numbers, the identification should be that of your customer -- either an individual or a company identification.

If a phone number requires an identity document to be on file prior to purchasing, you will see a message in Console or an error message in API (Error 21650) pointing you to the Console page where you can upload the required documentation. In the page called ‘Documents’ in the Phone Numbers section of Console you will have to provide the name of the individual or entity registering the phone numbers, as well as a scanned copy of supporting identification documents. Upon submission, the identity document record will be in ‘Pending’ state until Twilio verifies the documents, within 48 business hours. A verified document can be used to purchase any quantity of numbers.

What type of identification is required for an individual? For a business?

If the end user is an individual, the end user must provide a valid, government-issued photo identification. If the phone number is being used by a business, either an individual employee must provide their photo identification or the business must provide a company identification document (For German mobile numbers: excerpts from the trade register (Handelsregister), excerpts from an association register (Genossenschaftsregister), a corporation’s founding documents, or other comparable documents).

Can I have multiple identity documents on my account?

Initially, only one identity document record will be supported per account or subaccount. We plan to release an update soon that will allow multiple identity documents per account or subaccount.

Can I create identity documents via API?

Initially, uploading of identity documents will only be possible via Console. We plan to release an update that will allow creating identities and getting verification status callbacks via the Twilio API.

Can I purchase numbers while my identity document is pending verification?

Unfortunately, regulations do not allow us to allocate a number until we have verified the user’s identity.

How will I know when my identity documents have been verified?

Initially, you will receive an email to the email address specified by you at the time of document upload. We plan to release an update in the coming months that will support verification status callbacks to a URL specified by you at the time of document upload.

How is my identity document stored?

We only store your uploaded document for the purpose of verifying your name or your entity name. Upon successful or unsuccessful validation, we delete the stored file permanently.

What has prompted these new requirements?

A change in Germany’s telecommunications laws requires Twilio to collect and verify the identification of the end user of any German mobile phone number purchased after July 1, 2017. This provision was enacted by the German government as an amendment to the Telekommunikationsgesetz (TKG). We expect other countries to align to these requirements in the near future.

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