In some instances with Zendesk Talk there is a regulatory requirement for an address to be on file in order for you to successfully purchase a telephone number in that country or in some cases region of a specific country.
If you are an existing Zendesk Talk customer and you try to add a phone number without an address you will be presented with the following error:
This error currently does not display during the onboarding process for new Talk customers starting a trial.
Below are some examples of countries with specific address requirements.
France was previously split into 5 regions and as long as the number fell into the correct region and began with the right prefix, it was added.
Now due to address requirements France has been split into 440 zones. You will now need to have your number begin with a prefix that matches the region for your address or a French national number (+33 9).
e.g. an address in the locality "Aubervilliers", they can purchase phone numbers with prefix:
+33 (France country code) 18467 (Aubervilliers area code) XXXX (the available phone number)
Currently (as of Nov 2017), German mobile and Italian mobile and landline numbers require end-user identity information on file. If you are using the numbers directly, the identification should be yours or your company’s
Similar to Germany, Italy has some ID requirements:
If the end user is an individual, the end user must provide a valid, government-issued photo identification from any country (passport, national ID card, driver’s license). If the phone number is being used by a business, a signatory for the business must provide their photo identification and details. In addition, the name and VAT code (see question below for details) of the business must also be provided.
In the case of German phone numbers, German government regulations require you have an address matching the area your number is in. For a German National (+49 32) number, this is anywhere in Germany. You can read more about other countries with additional requirements to obtain a number here.
EG. If you wanted a phone number in Frankfurt you would need to ensure that the area code of the phone number is 69 so the full number would look like this:
+49 (the German country code) 69 (Frankfurt area code) xxx xxxx (the available phone number).
Entering the address in Zendesk Talk needs to be in the following format if you are not sure try looking up your address on Google Maps as this has it formatted correctly.
So, Zendesk Berlin wants to purchase a phone number for their Berlin office: First, google the address and it comes back in this format:
Rheinsberger Str. 73, 10115 Berlin, Germany
The first thing to do is ensure you select a number from the region associated with your address. NB. You need to enter the local area code in the box beside "Narrow your search with numbers or phrases"
There are some ID requirements with Germany and they are below:
If the end user is an individual, the end user must provide a valid, government-issued photo identification (from any country). If the phone number is being used by a business, either an individual employee must provide their photo identification (passport, national ID card, driver's license) or the business must provide a company identification document, i.e. excerpts from the trade register (in Germany: Handelsregister), excerpts from an association register (in Germany: Genossenschaftsregister), a corporation’s founding documents, or other comparable documents.
If you are unsure of the area code for the address you entered in your Zendesk instance take a look at this link which lists cities and their corresponding area codes, under German law, you cannot have a phone number with a specific area code without having an address in that area.
In Talk you would enter it as follows:
More information about the countries we offer numbers in, and the requirements for these numbers can be found on our back bone providers help center here: https://support.twilio.com/hc/en-us/articles/223183068-Twilio-international-phone-number-availability-and-their-capabilities