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.
If your phone number was not verified, it could be for one of the following reasons:
- The phone may not be in your name. The phone number you provide must be in your name, not a family member’s name.
- The phone is a voice-over-IP (VOIP) or unregistered prepaid phone. For security reasons, we cannot use VOIP phone numbers. To verify your identity with a prepaid phone, it must be registered with a mobile network operator.
- You may have opened the verification link on another device. You must open the verification link on the phone it was sent to. (If your phone is not a smartphone, verify your identity by selecting the Home Phone or Cell Phone without a Web Browser option pictured below.)