How do I submit KYC documents, and what happens after I upload them?
Where to upload KYC documents (Trust Center or the email link), the review stages, and what to do if a submission is rejected.
Where to submit your documents:
- In the dashboard: go to Settings, then Trust Center, and submit your documents there. (See our article on which documents each country requires.)
- From the reminder email: if an order is waiting on documents, the KYC reminder email contains a secure link that opens a one-time upload page for that order — no login needed. The link covers that single order and expires once you submit.
What happens after you upload:
A person reviews every submission — uploading documents does not activate the number by itself. Your order moves through these stages: awaiting documents, then in review (sometimes an additional carrier or regulatory review), and finally provisioned, when your number goes live.
If your submission is rejected — the most common outcome to watch for — the usual reasons are:
- Incomplete documents
- An address that does not match the documents
- A number type that is not supported for your situation
Fix the issue and resubmit through Settings > Trust Center. If you are not sure why an order was rejected, the Trust Center shows the reason, and our support team can help.
Did this answer your question?
Still stuck? Contact support.