Submitting compliance or business address verification for Japan
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.
Requirements for submitting compliance or business address verification for Japan
- Account owner or admin privileges
- Valid documentation requirements
How to add a new compliance address in Number Management
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Number Management then Phone Numbers.
- At the top of the page, click the Related Features dropdown, then click Business Address & Documents.
- In the top-right corner, click Add Address.
- Complete the following information:
- Product: Select your product.
- Country/Region: Japan
- Address Type: Select Compliance Address.
- Enter the required information in the following fields:
- Address Line 1
- Address Line 2 (Optional)
- State/Province/Territory
- City
- Zip/Postal Code
- Additional fields must be completed for electronic KYC.
- Customer Name: The name of your company, as found in the business registration or license.
- Authorized Representative name: The name of the requester. This must match the Government ID.
- Authorized Representative type: Select one of the following:
- Authorized representative as a company director: Select this if you are listed as the company representative director found in the business registration or license.
- Authorized representative as non-company director: Select this if you are not listed as the company representative director found in the business registration or license.
- Email ID of Authorized Representative: Email address of the company representative (E-KYC link will be sent out to this email address).
- Date of Birth: Date of birth of the representative. This must match your Government ID.
- Gender: This must match the gender on your Government-Issued ID.
- Authorized rep address (Region/city/address line): Physical address of the representative.
- In the Business Documentation section, upload the required documentation.
- Click Save.
The email address of the authorized representative will receive a link to continue with the e-KYC. - In the email, click the link.
The link will direct you to a page where you can upload a copy of your representative ID and photo.
How to add a business address in Number Management
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Number Management, then Phone Numbers.
- At the top of the page, click the Related Features dropdown, then click Business Address & Documents.
- In the top-right corner, click Add Address.
- Complete the following information:
- Product
- Country/Region: Japan
- Address type: Select Compliance Address.
- Enter the required information in the following fields:
- Address Line 1
- Address Line 2 (Optional)
- State/Province/Territory
- City
- Zip/Postal Code
- Customer Name: The name of your company, as found in the business registration or license.
- Upload the required documentation.
- Click Save.
How to share my approved address between products in Number Management
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Number Management, then Phone Numbers.
- At the top of the page, click the Related Features dropdown, then click Business Address & Documents.
- To the right of the address you want to share, click the ellipsis
. - Click Share and select the target product.
- Click Apply.
This will enable you to get new numbers for the target product.
Reason for denial
There are two reasons for the verification to be denied: one for failing the digital signature verification, and another for failing to read the card.
Please refer to the tables below on how to prevent and resolve issues such as system errors during submissions or denial reasons.
System error reason during submission
| System Error | Explanation | Solution |
|---|
| Digital Verification Failed | ID Data is currently being updated by the ID provider | Use a different ID |
|
| Failed to read the My Number card IC chip |
|---|
|
Expired electronic certificate or locked, or damaged My Number card
| This error will be displayed if there’s an issue with the My Number card. | Use a different ID |
|
The electronic certificate validation has expired
| This means that the link provided has already expired. | Delete the address and submit a new one. |
|
The device (terminal) could not read NFC.
| The device or terminal is not compatible | Use another device or terminal that is capable of reading NFC |
|
Incorrect PIN Code
| The wrong pin code was entered or has exceeded the 3 attempts. | Make sure you use the correct PIN Code.
Note: If you exceed 3 attempts with the incorrect PIN code, your My Number card will be locked. In this case, use a different ID.
|
|
Timed out or takes too long to read
| The ID was moved away from the terminal while reading the data, or the connection was interrupted. | Try again and make sure that the ID is near the device or terminal and has a stable connection. |
|
Unable to read the user information
| issue with the My Number card. | Please contact the issuer of the ID and use another type of ID for this transaction. |
Denial reasons
| Reason for denial | Explanation | Solution |
|---|
| Out of frame | The ID Document is out of the frame. The ID document must be flipped from the frontside to the back within the frame.
This is because there are frauds where the user switches the ID document to another one when flipping, so the application limits the flipping to be done within the frame.
| Please make sure that the document is within the provided frame. |
| Contains an individual number | The individual number (My Number ID number) is included in the picture when taking the photo of the document | Please make sure to hide the following:
- A digit or any part of the individual’s unique number.
- QR code on the back of the My Number card
|
| Wrong document | The ID document doesn’t match the selected ID type (Sample scenario below)
- The driver's career certificate was selected, and a picture of a driver's license was provided.
- The driver's license was selected, and a picture of a health insurance card was provided..
- My Number notification card was selected, and a picture of the My Number card was provided.
- My Number card was selected, and a picture of the My Number notification card was provided.
| Please use the correct ID type corresponding to the selected option. |
| Blurred | The picture is too blurred to read, and the printed text on the ID document is illegible. |
- Please ensure that the document is readable.
- Please do not handwrite the information on the ID card in case it’s faded. In the event that the details have already faded, provide a different acceptable ID card.
|
| Partly hidden | The picture is broken or partially hidden, which is causing the ID to be unreadable. | Please ensure that Printed texts in the ID document are captured and avoid submitting the ID with the following:
- Shadow in the photo ID
- Light reflection that is causing the ID to be unreadable
- Masking some texts
- Handwritten texts
- Visible stains or peeled-off parts of the ID
|
| Missing issuer | There is no issuer information on the ID document. | Please ensure that the issuer of the ID is visible. |
| Expired | The expiration date on the ID document has passed. | Please ensure that the ID is not expired. Always check the expiration date of the ID before using it for any transaction. |
| Missing thickness | Unable to verify the thickness of the ID document | For thickness confirmation, the following conditions must be met:
- The thickness and other characteristics of the ID document are in the same picture.
- The facial picture on the ID document matches the face of the user.
- At least one information in the ID document, excluding the facial picture, matches.
- The following items must be present in the ID (though this depends on the ID document):
- Name
- Date of birth
- Address
- Gender
- ID number
- Expiration date
|
| Copy or scanned data | The ID document that the user submits is either a photocopy or a scanned copy. | Please use the original ID. |
| The address is not specified | The address is handwritten twice, but there is no strikethrough on either address. | If there are more than two handwritten addresses on the ID document, please strike through the old address. |
| Missing address | The address is missing from the ID. These are common passports, a health insurance card, a residence card, and a special permanent resident certificate | Please ensure that the domicile address is present in the ID or written in the ID (Avoid using pencil or erasable pens
Use another type of ID if this is not possible.
|
| Other | Other means that the ID was denied for multiple reasons, or the ID was fraudulent or not original. | Please make sure that the ID document is original and not
- A screenshot photo.
- Printed texts are not handwritten, nor were additional details added in handwritten
|
| Data mismatch | The data on the ID document and the ID provider did not match. | Please make sure that the information on the issuer side (digital data) matches the physical ID, such as:
- Surname is up-to-date.
- Birthday and gender match the digital records.
- Writing style.
- Name in Kanji must be written in Kanji (use the common Kanji characters).
- Name in Katakana must be written in Katakana
- Name in Hiragana must be written in Hiragana
- Name in the Latin alphabet must be written in the Latin alphabet.
- Avoid using special characters
- The address is up to date, and make sure that the address in the ID is complete
- Make sure that the address is written in Kanji
- If there’s a house number and building name, please make sure that they are separated by a space.
|
Frequently asked questions
Why was my application rejected?
It could be due to multiple reasons. Please refer to the above table.
What is the lead time for a compliance address verification?
Lead time varies:
- For Director: Lead time could take up to 5 working days.
- For Non-Director: Lead time could take up to 10 working days, as physical address verification will be conducted at the declared address.
Note: For physical address verification, please respond to the ticket to confirm that the address and format are correct to avoid delays.
What is the lead time for a business address verification?
Lead time takes up to 3 working days.
What documentation should I prepare for?
Countries require supporting documents to establish proof of entity existence and proof of address. Please refer to this link for more information.
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, or due to no response, and the Zoom processing team cannot override the address.
I have multiple Zoom Phone/Zoom Contact Center accounts. Do I need to submit a compliance address 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).
I already have an approved compliance address, and I want to add a new address. What should I do?
You will need to submit a business address verification for the new address and upload an updated proof of address, such as a utility bill.
I do not have a valid ID. What should I do?
ID is essential to the E-KYC, as this tells Zoom that the person we are doing business with is real. In case you do not have a valid ID, you can use a power of attorney and appoint someone to represent you and your company in which the representative will have to provide their ID.
Can I expedite my application?
No. The Zoom processing team works on a first-in, first-out basis and is thoroughly reviewing each application to ensure that Zoom remains compliant with regulatory requirements (for more information, refer here).
What are Zoom’s processing team's operating hours, and how can I contact them?
You can respond to the open LNP ticket (email thread). Zoom porting team is a back-office team, and its operating hours are from 9 AM – 6 PM local time, closed on weekends and holidays.
How do I check the status of my application?
You will see the status of your compliance or business address verification through your Zoom online account as “Pending”. You should receive an update from our processing team within 2 working days after you submit your application.
I'm a sole proprietor. What can I provide to complete this?
We accept Kaigyo Todoke / 開業届 for sole proprietors.
I already have an approved compliance or business address in Zoom Phone, can I use this for Contact Center?
Yes. Use the share method here.