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Many phone numbers have compliance requirements set by regional regulatory bodies. This guide explains the verification process and how to use Compliance Applications.
For India numbers: See India Calling Guidelines for specific compliance requirements.

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Overview

Plivo provides virtual phone numbers across multiple countries. Ownership and usage of these numbers may require approval from regulatory bodies, involving submission of information and documents for review.

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Requirements Vary By

  • Country of the phone number
  • Number type: local, toll-free, or mobile
  • User type: business or individual

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Example Requirement

For a business to own a toll-free number in a country, the applicant might need:
  • An address proof within that country
  • Company representative identification

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Compliance Review Process

  1. Search for a number on the Plivo console
  2. View regulations associated with that number
  3. Submit required compliance information and documentation
  4. Wait for review by Plivo and carrier partners
  5. Activation upon successful verification

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Compliance Applications

A Compliance Application bundles the documents required for a unique combination of:
  • Phone number country
  • Number type
  • User type

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Benefits

  • Clear visibility into required documents before purchase
  • Reuse documents across multiple countries
  • Multiple collections for different end users
  • Easy association with phone numbers

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Creating a Compliance Application

  1. Go to Phone Numbers > Compliance Application in the Plivo console
  2. Select the country, number type, and end user type
  3. Fill in the required information fields
  4. Upload required documents
  5. Submit for review

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Required Information (varies by country)

  • Business name and registration details
  • End user address
  • Authorized representative details
  • Proof of address
  • Identity documents

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Linking to Phone Numbers

After your Compliance Application is approved:
  1. Go to Phone Numbers > Search
  2. Find a number in the same country/type as your application
  3. Select your Compliance Application when purchasing
  4. The number will be activated once linked

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Application Status

StatusDescription
DraftApplication started but not submitted
PendingSubmitted and awaiting review
ApprovedDocuments verified, can link to numbers
RejectedDocuments not accepted, needs resubmission
More Info RequiredAdditional documents or corrections needed

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Document Guidelines

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Address Proof

  • Utility bill (within 3 months)
  • Bank statement (within 3 months)
  • Government-issued document showing address

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Identity Documents

  • Passport
  • National ID card
  • Driver’s license

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Business Documents

  • Certificate of incorporation
  • Business registration certificate
  • Tax registration document
Document requirements vary by country. Check the specific requirements when creating your Compliance Application.

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Frequently Asked Questions

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How long does approval take?

Review times vary by country and carrier, typically ranging from 1-10 business days.

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Can I use one application for multiple numbers?

Yes, an approved Compliance Application can be linked to multiple phone numbers of the same country and type.

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What happens if my application is rejected?

You’ll receive feedback on why the application was rejected. You can correct the issues and resubmit. See Troubleshooting Rejected Applications below for common reasons.

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Are documents stored securely?

Yes, all documents are encrypted and stored securely in compliance with data protection regulations.

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Troubleshooting Rejected Applications

Common problems:
  • Document is blurry or unreadable
  • Document is cropped or cut off
  • Document is expired
  • Wrong document type submitted
Solutions:
  • Upload high-resolution scans (at least 300 DPI)
  • Ensure all corners and text are visible
  • Check expiration dates before submitting
  • Verify document matches the requested type
Common problems:
  • Name on documents doesn’t match application
  • Address on proof doesn’t match entered address
  • Business name differs between documents
Solutions:
  • Use exact legal name as shown on official documents
  • Copy address exactly as it appears on proof
  • Ensure consistency across all submitted documents
Common problems:
  • Not all required documents uploaded
  • Document doesn’t meet country-specific requirements
  • Additional authorization needed
Solutions:
  • Review all requirements before submitting
  • Check country-specific rules in the application form
  • Contact support if unsure which documents are needed
Common problems:
  • Plivo account not fully verified
  • Account suspended or restricted
  • Enterprise account required for certain countries
Solutions:
  • Complete account verification in Console → Account
  • Resolve any outstanding account issues
  • Contact support to upgrade if Enterprise is required
India numbers:
  • Only India-registered businesses can rent Indian numbers
  • KYC documents must be from Indian authorities
  • GST registration may be required
UK/EU numbers:
  • Local address proof often required
  • Business must be registered in region
US toll-free:
  • Toll-Free Verification (TFV) may be required
  • Business use case must be clearly described

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Cannot Purchase Number (Account Disabled)

If you see “account disabled” when trying to purchase:
  1. Check account status in Console → Account
  2. Verify your account if verification is pending
  3. Check for violations - review any emails from Plivo about policy issues
  4. Contact support if you believe this is an error

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How to Resubmit a Rejected Application

  1. Go to Phone Numbers → Compliance Application
  2. Find your rejected application
  3. Click View Details to see rejection reason
  4. Click Edit to update documents/information
  5. Address the specific feedback provided
  6. Resubmit for review