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.
There are a few potential reasons for unsuccessful phone number verification:
- The phone may not be 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 may be a voice-over-IP or unregistered prepaid phone. For security reasons, we cannot use voice-over IP phones. We also cannot use prepaid phones to verify your identity, unless they registered with Verizon, AT&T, T-Mobile, or Sprint.
- You may have opened the link on another 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 Home Phone or Cell Phone without a Web Browser on the screen below: