Before You Dive In
If your Address or Regulatory Bundle was rejected during the phone number setup process, this guide will help you understand why. We've outlined common reasons for rejections and shared best practices for submitting valid documentation, sourced directly from Twilio - the provider behind all Ivorey
phone services.
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Understanding Regulatory Bundle Rejections
One or more of the supporting documents within the bundle may have been rejected, for one or more reasons, when going through the regulatory bundle process for phone services. The following article has been sourced directly from the Twilio website given they are the communication provider for all Ivorey phone services. Read below, or see their original article here.
Why Bundles Can Be Rejected (Sourced from Twilio)
Bundles and the supporting documents that user’s associate with them can be rejected for a variety of reasons, but what’s important to consider when submitting documentation for a bundle is that the following conditions are met:
All documents within the bundle meet the requirements listed in Twillio's regulatory guideline pages.
Documents are legible, clearly readable, unredacted and valid (not expired).
Documents have to reflect the current/updated details of the business.
Information required by Twillio's regulatory guideline pages is provided in the correct bundle fields.
Best Practices for Document Submission (Sourced from Twillio)
Document Type | Best Practices |
General | Document is valid (not expired) Document is readable (good quality without redactions) One document category should contain only one document, even if the document has multiple pages - all of them have to belong to the same document (we cannot accept multiple pieces of documentation merged together) We (Twillio) cannot approve a bundle unless all the documents within are approved. Therefore if the document was rejected because it cannot be accepted, it should be removed from the bundle before uploading alternative acceptable document (please do not remove rejected documents if rejection reason is not related to the document itself, but, e.g. with the way the address details were inputted into the bundle fields. That means that the document was acceptable, just data in that document bundle category has to be amended). All fields should be filled out with the same information as displayed on the provided supporting documents. Only information confirmed by a specific document should be inputted into that specific document’s bundle fields. You must enter the correct, case sensitive business name when starting the application, and this must match in all subsequent fields and documents, or it will reject.
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General Business | The document has to contain the most updated/current information about the business. If the document has been issued longer than 1 year ago, or if our Regulatory Compliance Team does further investigation, the team double checks the information in publicly available databases. If the current information in the database does not match information in the document provided, RC Team will reject it, requesting a newer issued document. Please always refer to regulatory pages as some countries have specific document date issue requirements. Click here to see the compliance guidelines per country.
Screenshots of business documentation, such as a screenshot from a governmental database can be accepted as long as the URL address is visible as well, so the team could be sure of the screenshot’s source. Always make sure that the information requested by the regulatory pages is provided in the bundle even if the bundle fields are named differently (e.g. Regulatory pages for AU Mobile number require to provide Business ID Number into the bundle, but there is no field named like this in the bundle).
Twilio cannot accept application forms as documentation. Please input the full business name as per documentation in the bundle fields, and not an abbreviation or a trading name. Business trading name can be inputted into the bundle fields if that trading name is also confirmed with the documents.
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Proof of Address | Address documents for individuals should be issued in the last 3 months (unless the address is confirmed with ID, in which case there is no date requirement as long as the ID is valid). Ensure the document has your business/individual name that matches the business name on your business registration document or individual name on ID documentation. Ensure the address fields of a document aren’t left blank when the document is being used to verify address. The address documents should be issued by a third party source. The address documents should contain a full physical address (we cannot accept virtual offices/PO boxes). Address documentation has to fall into one of the address document categories listed in regulatory pages. E.g. if the document is uploaded as Utility bill, it should refer to actual utilities. If the document is uploaded as Tax Notice (not to be mixed up with Tax invoice), it should refer to the governmental communication regarding taxes. Twilio cannot accept application forms, nor lease agreements/rental contracts unless the signatures of all parties are visible. As alternative documentation for all bundle types, Twilio also accepts Bank Statements. Please make sure to select the correct address country in the bundle fields. If you accidentally saved a document with an incorrectly selected country, please note that it is tricky to amend. In those cases please remove the document from the bundle, and re-upload it back again; during this process you will be asked to input the address details anew and will be able to select the correct address country.
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