KYC Verification on Persona, Best Practices

Overview

KYC (Know Your Customer) verification is a crucial step to ensure the authenticity and security of user identities. This article covers best practices for completing verification, common mistakes to avoid, and how to access KYC verification anytime without waiting for a phone number application.

Persona is the identity-verification provider used to verify the real person responsible for a Phone-managed account. Verification may be required for eligible phone-number purchases and can also be reused during applicable compliance processes.

Important: Persona verifies identity only. It does not replace A2P 10DLC registration, Toll-Free Verification, CNAM, SHAKEN/STIR, or other required compliance processes.

1

How to Complete Persona Verification Before It Is Required

You don't have to wait until you're applying for a phone number or registration to start your KYC verification. You can manually trigger the verification process anytime directly from your account settings. This allows you to get verified early and avoid delays when you're ready to port or register a number.

Step-by-StepHow to Access KYC Verification

Navigate to the following path in your account:

Account Settings → Phone System → Additional Settings → KYC Verification → Complete Verification

Pro Tip: 

Completing Persona verification in advance can help reduce delays when you later purchase eligible phone numbers or complete applicable compliance actions.

2

Best Practices for KYC Verification

Best Practice 1Limit of 10 Attempts

Each user is allowed a maximum of 10 attempts to complete their verification. Double-check your information and documents before submitting each attempt. Repeated failed attempts may result in delays or temporary restrictions from retrying the process.

Tip: Ensure your ID photo is clear, not cropped, and that your information matches exactly with your registration details.

Best Practice 2Avoid "Session Expired" Errors

If you encounter a "Session Expired" message, it usually means your verification session wasn't completed, for example, if you closed the browser or navigated away before finishing.

Prevention: Once you begin KYC verification, avoid closing, refreshing, or leaving the browser tab until all steps are completed. Closing too early will leave your verification status as "Pending" until the system automatically updates, which typically takes up to 24 hours.

If it persists: If the issue continues beyond 24 hours, submit a support ticket so our team can review your case and reset your verification session.

Best Practice 3

Use a Supported Government-Issued ID

Upload a valid government-issued identification document from the options presented during the Persona verification flow. Supported document types vary by country and verification context and may include a passport, national ID card, or driver's license.

Use an original, unexpired document and make sure all information is clearly visible.

Acceptable documents include:

• Passport
• National ID card
• Driver's license (if locally issued)

Note: Acceptable documents can vary from country to country.

Best Practice 4Do Not Use Electronic Replicas of ID Cards

Do not submit screenshots, scanned copies, photocopies, or an image of an ID displayed on another screen. Capture the original supported identification document directly during the Persona flow.

Upload only: Images of the original, physical ID card. This maintains authenticity and prevents verification delays or rejection.

3

Additional Tips for a Smooth Experience

• Use a well-lit environment when taking document photos to ensure clarity.
• Avoid glare, blur, or cropped edges on your ID images.
• Ensure your name and date of birth match your registered account details exactly.
• Do not use an expired card, your ID must be valid.
• Have a stable internet connection and sufficient time to complete the process in one sitting.
  
  
• The real person whose identity is being verified must personally complete the ID and live-selfie steps. You can use a supported desktop or mobile device, but another person should not complete the identity verification on your behalf.

Heads Up

Once you start the verification process, keep your browser tab open and avoid refreshing or navigating away. Closing the tab will interrupt your session and require you to restart.

4

Frequently Asked Questions

Q: Can I start KYC verification without applying for a phone number?Yes, absolutely. You can access KYC verification anytime directly from your account settings by navigating to account Settings → Phone System → Additional Settings → KYC Verification → Complete Verification. This lets you get verified early and avoid delays later.Q: What happens if I fail a verification attempt?You have up to 10 attempts to complete verification. Each failed attempt uses one attempt. If you fail after reviewing the rejection reason, you can try again with corrected information. If you exhaust all 10 attempts, you may face temporary restrictions and should contact support.Q: How long does verification take after I submit?Verification typically completes within 24 hours. However, if your session expires or encounters an error, it may take longer. If your status remains "Pending" beyond 24 hours, submit a support ticket for assistance.Q. Do I need to complete Persona every time I purchase a phone number?No. Persona is generally completed once per account. After successful verification, the verified identity can be reused for future eligible phone-number purchases and applicable compliance actions.Q: Does completing Persona mean I no longer need A2P or other registrations?No. Persona verifies the identity associated with the account. It does not replace A2P 10DLC registration, Toll-Free Verification, CNAM, SHAKEN/STIR, or other compliance requirements that may apply.Q: What should I do if I get a "Session Expired" error?A "Session Expired" error means your verification session was interrupted. Your status will remain "Pending" until the system automatically updates (typically 24 hours). Avoid closing, refreshing, or leaving the tab during future attempts. If the issue persists beyond 24 hours, submit a support ticket.