Verifying your business for Zendesk Talk phone number purchasing

Available on all Suite plans Available on all Talk plans

Before you purchase a Talk phone number, you must meet any local regulations for owning that number. In this article, you'll learn where you can find out about the requirements for each country, upload any necessary documentation, and submit it for review right from the Talk settings pages.

Important: You can't submit national numbers using the business verification page. If you need to submit a national number, contact Zendesk Customer Support.

This article contains the following sections:

Verifying your business before you purchase a new number
Monitoring the status of your business verification
Frequently asked questions about business verification

Verifying your business before you purchase a new number

Both Zendesk and our customers must adhere to local phone number regulations. The following steps detail how to verify your business before you purchase a new Talk phone number.

Before you start, get more familiar with the requirements for each country by reading Zendesk Talk and Zendesk Text number regulatory requirements.

To verify your business for a Talk number

In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
Click the Business verification tab.
On the Business verification page, click Start verification.
On the New business verification page, choose the country where you want to purchase a phone number and the type of phone number you want to purchase, for example, Local or Mobile. Make sure to check the country and phone number type carefully. If you need to make any changes after this step, you'll need to restart the verification process. When you are finished, click Next.

Note: The available phone number types might differ depending on which country you choose and the numbers Zendesk currently have in stock. Additionally, some countries might not need business verification. If you don't need to submit verification, you can continue with Adding Talk phone lines.
On the next page, provide information about your business. The requirements will differ from country to country though typically you'll be asked for your business name. When you are finished, click Next.
In the next section, review the supporting documents you need to supply then click Add supporting document to upload a scan of the supporting documents for your verification..
On the Add supporting document panel, choose the document type you want to upload to support your business verification. Then, drag the document scan file you want into the Drag files here or select to upload area from your Mac Finder or Windows Explorer app. After you select the file, you might be asked to provide more information such as your name.
Documents must be in JPG, PNG, or PDF format and the maximum file size is 5MB.

Important: You are required to upload a supporting document for each requirement listed in the table. If a document can support multiple requirements, you do not need to upload the same document more than once. Failure to provide the correct supporting documents will result in your application being rejected.
When you are finished, click Next to return to the previous page then continue adding supporting documents until you've uploaded everything you need to support your business verification application. When you are finished, click Next.
Enter a nickname for the business verification. This is the name you'll use to locate this business verification and see its status on the Business verification tab. You'll also need this nickname when you purchase a phone number.
When you are finished, click Submit for review.
Next, you'll see a panel showing the terms of service and privacy information about your business verification submission. You must click Accept terms to continue, otherwise click Cancel.

Your business verification request is submitted. You can see it and all your other requests from the Business verification tab.

The review process can take up to three business days. See the next section, Monitoring the status of your business verification to check how the review is progressing.

Once your application is accepted, you can purchase a phone number for the country and number type that matches your approved business verification.

For help purchasing a Talk phone number, see Adding Talk phone lines.

Monitoring the status of your business verification

The Business verification page in the Talk channel contains the most up-to-date status of your submissions.

To open the Business verification tab

In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
Click the Business verification tab.
On the business verification page, you'll see a list of the status of all current business verifications.

Zendesk Talk business verification status

The following list describes each status you might see and its meaning:

Pending review: Your business verification has been successfully submitted and is waiting for review. This might take up to 3 business days.
In review: Your business verification is currently being reviewed. Once the review process is complete, the application status will move to either accepted or rejected.
Accepted: The business verification has been accepted. You can now purchase phone numbers for the country and number type that matches your approved business verification.
Rejected: Your application has been reviewed and didn't meet the requirements. You'll need to restart the application process from the Business verification page or contact Zendesk Customer Support if you believe your application shouldn't have been rejected.

Frequently asked questions about business verification

Use this section to help you answer some of the most frequently asked questions about business verification for Talk numbers.

How do I find out the relevant regulations for a country?
The most up-to-date regulatory requirements for each country can be found in the Phone number regulatory requirements article.
How long does it take for business verifications to get reviewed?
Business verification submissions are reviewed within 3 business days. You can check the Business verification page in Talk settings to see if your submission has been accepted or rejected. In the event that your business verification is not reviewed within 3 business days, contact Zendesk Customer Support.
What should I do if my business verification submission gets rejected?
If your business verification submission was rejected, contact Zendesk Customer Support and we'll help you resolve any issues. Before you contact us, review the most common reasons why business verifications get rejected in the next question. If you think you made an error, you can restart the verification process.
What are some common reasons why business verifications get rejected?
- The document you uploaded is not legible.
- The document you uploaded is not acceptable proof of identification.
- The document you uploaded has expired.
- The address on the document you uploaded does not match an address you manually entered on the business verification page.
- The business information on the document (for example, the business name) does not match the information you entered on the business verification page.
- The government office you selected in the identity record does not match what is on the document you uploaded.
- You haven't provided all the required information.
- You did not supply an ID that matches the name listed on the business registration.
- The identity document must show both the front and back of the identification.
- The identity document shows that the applicant is younger than 18 years old.
How do I delete business verifications from Zendesk?
To delete any business verifications you've previously created, contact Zendesk Customer Support.
How do I update/edit existing approved business verifications if information relating to my business has changed?
To update your business details, contact Zendesk Customer Support.
Where can I find the regulations underpinning the Zendesk regulatory requirements page?
The requirements come from multiple sources and therefore generally cannot be found verbatim in the local regulations. The sources we use are primarily the text of the regulations, direct conversations with regulators, industry best practices, the standards of telephone carriers, and our experience in handling requests by government and law enforcement agencies.