Requesting for an address verification with Know Your Customer (KYC)

Global telecoms must undertake Know Your Customer (KYC) procedures and obtain supporting documents from customers seeking to procure phone numbers. The requirements are rooted in international regulations and anti-fraud measures.

This article covers:

• How to add a new emergency address in Zoom Phone
• How to add a new emergency address in Zoom Contact Center
• Frequently asked questions
  • Why was my application rejected?
  • What is the lead time for an address verification?
  • What documentation should I prepare for?
  • Why do I need to redo the application and not edit it?
  • I have multiple Zoom Phone/Zoom Contact Center accounts, Do I need to submit address verification for each account for the same location?
  • Why do I get a different address result when I hit validate?

Prerequisites for submitting address verification

• Account owner or admin privileges
• Zoom Phone or Zoom Contact Center license

How to add a new emergency address in Zoom Phone

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management then Company Info.
3. Follow one of these options depending on if you have multiple sites:
   • If you enabled multiple sites: Click the name of the site you want to edit, then click the Settings tab.
   • If you disabled multiple sites: Click Account Settings.
4. Click the Emergency Services tab.
5. By Emergency Addresses, click Manage.
6. Click Add and enter the required information. If you set up multiple sites, choose the site of your address.
   Note: Use English characters (without special characters) and ensure that the address matches the address on the supporting documents.
7. (Optional) For Australia mobile and United Kingdom (UK) mobile, select the Use address to verify Mobile numbers checkbox.
8. Upload the required documentation.
   Note: Some countries may require additional supporting documentation than the page requires.
9. Click Submit.

How to add a new emergency address in Zoom Contact Center

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Phone Numbers.
3. Click the Assigned tab.
4. In the top-right corner of the page, click Manage Verification Documents.
5. Click Add Address and enter the required information.
   Notes:
   • Each phone number type will require its own application, and the required documents depend on the phone number type.
   • Use English characters (without special characters) as much as possible and ensure that the address matches the address on the supporting documents.
6. Upload the required documentation.
   Note: Some countries may require additional supporting documentation than the page requires.
7. Click Submit.

Frequently asked questions

Why was my application rejected?

The reasons could be one of the following:

• Illegible, missing documents, or documentation mismatch.
• The address in the web portal doesn't match the address in the document.
• Additional documentation is required.

Our processing team will provide you with guidance on how to fix the application.

What is the lead time for an address verification?

The process lead time is country-specific. Lead time takes up to 5 business days, and in some countries, it takes up to a couple of weeks.

What documentation should I prepare for?

These are country-specific requirements. Countries require supporting documents to establish proof of entity existence and proof of address.

Why do I need to redo the application and not edit it?

This happens when the address doesn't match the documentation, city, or Postcode, and the Zoom processing team cannot override the address.

I have multiple Zoom Phone/Zoom Contact Center accounts, Do I need to submit address verification for each account for the same location?

Yes. Each address is bound per account even if the accounts are related (primarily to the sub-account relationship).

Why do I get a different address result when I hit validate?

This happens when the address format is incorrect. To solve this, please make sure to enter the correct value for each field. It is recommended to check Google Maps first before entering the address.

If the issue persists, please contact us here and fill out the required fields and we will provide feedback.

• Please select your request type: Zoom Phone Number Porting
• Product: Select your Zoom Product
• Type of issue: Not listed
• Subject: Not Listed
• Description: Please make sure the details below are present for a smooth transaction:
  1. Zoom Phone or Zoom Contact Center Account Number
  2. A brief note of the issue
  3. Provide the complete address and Google map link of the location
• Attachments: Proof of address