As part of the identity verification process, we use the physical possession of a phone in your name to verify that you are you – and not a fraudster pretending to be you. Your phone number cannot be verified for a few potential reasons:
- The phone you are using is not in your name.
To verify your identity using your phone, we need a phone number that is registered in your name – not a family member’s name. Please try again with a phone in your name.
- The phone is a voice-over-IP or unregistered prepaid phone.
For security reasons, we cannot use a voice over IP phone or some prepaid phone that are not registered with a mobile network operator to verify your identity. Prepaid phones registered with Verizon, AT&T, T-Mobile, and Sprint can be used to verify your identity.
- You opened the link that was sent via text message on a different device.
If you received a link via text message, it must be opened on the phone it was sent to. If your phone is not a smartphone, select the “Home Phone or Cell Phone without a Web Browser” option on the screen below: