# KYC Verification on Persona — Best Practices > Learn best practices for completing Persona KYC verification in GHL Customer Care, including ID and selfie requirements, common issues, and troubleshooting tips. - Source: https://docs.ghlcustomercare.com/docs/phone-system/lc-phone-system/kyc-verification-on-persona-best-practices - Section: Phone System / LC Phone System - Reading time: 4 min - Images: 3, each explained below - Modified on Fri, 11 Sep at 6:47 AM --- Overview KYC (Know Your Customer) verification is a crucial step to ensure the authenticity and security of user identities. This article covers best practices for completing verification, common mistakes to avoid, and how to access KYC verification anytime without waiting for a phone number application. Persona is the identity-verification provider GHL Customer Care uses to verify the real person responsible for an LC Phone-managed sub-account. Verification may be required for eligible phone-number purchases and can also be reused during applicable compliance processes. > **Important:** Persona verifies identity only. It does not replace A2P 10DLC registration, Toll-Free Verification, CNAM, SHAKEN/STIR, or other required compliance processes. Table of Contents [1How to Complete Persona Verification Before It Is Required](#section-1) [2Best Practices for KYC Verification](#section-2) [3Additional Tips for a Smooth Experience](#section-3) [4Frequently Asked Questions](#section-4) ## 1How to Complete Persona Verification Before It Is Required You don't have to wait until you're applying for a phone number or registration to start your KYC verification. You can manually trigger the verification process anytime directly from your sub-account settings. This allows you to get verified early and avoid delays when you're ready to port or register a number. Step-by-Step How to Access KYC Verification Navigate to the following path in your account: **Sub-account Settings → Phone System → Additional Settings → KYC Verification → Complete Verification** ![How to Complete Persona Verification Before It Is Required (image 1 of 3)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155076965632/original/HmwyRdRkAZplaIo9W4eWg4mYbWzhsaAmhQ.png) **How to Complete Persona Verification Before It Is Required (image 1 of 3)** This screenshot appears in the "How to Complete Persona Verification Before It Is Required" section of "KYC Verification on Persona — Best Practices". The text alongside this image reads: Table of Contents 1 How to Complete Persona Verification Before It Is Required 2 Best Practices for KYC Verification 3 Additional Tips for a Smooth Experience 4 Frequently Asked Questions. This part of the guide covers 3 fields, listed below. Immediately after, the guide continues: 2 Best Practices for KYC Verification Best Practice 1 Limit of 10 Attempts Each user is allowed a maximum of 10 attempts to complete their verification. Double-check your information and documents before submitting each attempt. Repeated…. - What this covers: Table of Contents 1 How to Complete Persona Verification Before It Is Required 2 Best Practices for KYC Verification 3 Additional Tips for a Smooth Experience 4 Frequently Asked Questions - Fields: Passport, National ID card, Driver's license (if locally issued) - Controls: Use a Supported Government-Issued ID, Use a well-lit environment, Avoid glare, blur, or cropped edges, Ensure your name and date of birth, Do not use an expired card, Have a stable internet connection - Next: 2 Best Practices for KYC Verification Best Practice 1 Limit of 10 Attempts Each user is allowed a maximum of 10 attempts to complete their verification. Double-check your information and documents before submitting each attempt. Repeated failed attempts may result in delays or temporary restrictions from retrying the process. Tip: Ensure your ID photo is clear, not cropped, and that your information matches exactly with your registration details. Best Practice 2 Avoid "Session Expired" Errors If you encounter a "Session Expired" message, it usually means your verification session wasn't completed, for example, if you closed the browser or navigated away before finishing. Prevention: Once you begin KYC verification, avoid closing, refreshing, or leaving the browser tab until all steps are completed. Closing too early will leave your verification status as "Pending" until the system automatically updates, which typically takes up to 24 hours. If it persists: If the issue continues beyond 24 hours, submit a support ticket so our team can review your case and reset your verification session. Best Practice 3 Use a Supported Government-Issued ID Upload a valid government-issued identification document from the options presented during the Persona verification flow. Supported document types vary by country and verification context and may include a passport, national ID card, or driver's license. Use an original, unexpired document and make sure all information is clearly visible. Acceptable documents include: Note: Acceptable documents can vary from country to country. Best Practice 4 Do Not Use Electronic Replicas of ID Cards Do not submit screenshots, scanned copies, photocopies, or an image of an ID displayed on another screen. Capture the original supported identification document directly during the Persona flow. Upload only: Images of the original, physical ID card. This maintains authenticity and prevents verification delays or rejection. Full procedure: 1. Passport 2. National ID card 3. Driver's license (if locally issued) Pro Tip:  Completing Persona verification in advance can help reduce delays when you later purchase eligible phone numbers or complete applicable compliance actions. ## 2Best Practices for KYC Verification Best Practice 1 Limit of 10 Attempts Each user is allowed a maximum of 10 attempts to complete their verification. Double-check your information and documents before submitting each attempt. Repeated failed attempts may result in delays or temporary restrictions from retrying the process. **Tip:** Ensure your ID photo is clear, not cropped, and that your information matches exactly with your registration details. ![Best Practices for KYC Verification (image 2 of 3)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155076965025/original/maEBJWNy5fpGfNE-HyA5LaqIl_r6UNvQiA.png) **Best Practices for KYC Verification (image 2 of 3)** This screenshot appears in the "Best Practices for KYC Verification" section of "KYC Verification on Persona — Best Practices". The text alongside this image reads: 1 How to Complete Persona Verification Before It Is Required You don't have to wait until you're applying for a phone number or registration to start your KYC verification. You can manually trigger the verification process anytime directly from your sub-account settings. This allows you to get…. This part of the guide covers 3 fields, listed below. Immediately after, the guide continues: 3 Additional Tips for a Smooth Experience Heads Up Once you start the verification process, keep your browser tab open and avoid refreshing or navigating away. Closing the tab will interrupt your session and require you to restart. - What this covers: 1 How to Complete Persona Verification Before It Is Required You don't have to wait until you're applying for a phone number or registration to start your KYC verification. You can manually trigger the verification process anytime directly from your sub-account settings. This allows you to get verified early and avoid delays when you're ready to port or register a number. Step-by-Step How to Access KYC Verification Navigate to the following path in your account: Sub-account Settings → Phone System → Additional Settings → KYC Verification → Complete Verification Pro Tip: Completing Persona verification in advance can help reduce delays when you later purchase eligible phone numbers or complete applicable compliance actions. - Fields: Passport, National ID card, Driver's license (if locally issued) - Controls: Use a Supported Government-Issued ID, Use a well-lit environment, Avoid glare, blur, or cropped edges, Ensure your name and date of birth, Do not use an expired card, Have a stable internet connection - Next: 3 Additional Tips for a Smooth Experience Heads Up Once you start the verification process, keep your browser tab open and avoid refreshing or navigating away. Closing the tab will interrupt your session and require you to restart. Full procedure: 1. Passport 2. National ID card 3. Driver's license (if locally issued) Best Practice 2 Avoid "Session Expired" Errors If you encounter a "Session Expired" message, it usually means your verification session wasn't completed, for example, if you closed the browser or navigated away before finishing. **Prevention:** Once you begin KYC verification, avoid closing, refreshing, or leaving the browser tab until all steps are completed. Closing too early will leave your verification status as "Pending" until the system automatically updates, which typically takes up to 24 hours. ![Best Practices for KYC Verification (image 3 of 3)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155076965169/original/-adIkKUp-vRugSRNsn-OaCAyL_bYHuyT4Q.png) **Best Practices for KYC Verification (image 3 of 3)** This screenshot appears in the "Best Practices for KYC Verification" section of "KYC Verification on Persona — Best Practices". The text alongside this image reads: 1 How to Complete Persona Verification Before It Is Required You don't have to wait until you're applying for a phone number or registration to start your KYC verification. You can manually trigger the verification process anytime directly from your sub-account settings. This allows you to get…. This part of the guide covers 3 fields, listed below. Immediately after, the guide continues: 3 Additional Tips for a Smooth Experience Heads Up Once you start the verification process, keep your browser tab open and avoid refreshing or navigating away. Closing the tab will interrupt your session and require you to restart. - What this covers: 1 How to Complete Persona Verification Before It Is Required You don't have to wait until you're applying for a phone number or registration to start your KYC verification. You can manually trigger the verification process anytime directly from your sub-account settings. This allows you to get verified early and avoid delays when you're ready to port or register a number. Step-by-Step How to Access KYC Verification Navigate to the following path in your account: Sub-account Settings → Phone System → Additional Settings → KYC Verification → Complete Verification Pro Tip: Completing Persona verification in advance can help reduce delays when you later purchase eligible phone numbers or complete applicable compliance actions. - Fields: Passport, National ID card, Driver's license (if locally issued) - Controls: Use a Supported Government-Issued ID, Use a well-lit environment, Avoid glare, blur, or cropped edges, Ensure your name and date of birth, Do not use an expired card, Have a stable internet connection - Next: 3 Additional Tips for a Smooth Experience Heads Up Once you start the verification process, keep your browser tab open and avoid refreshing or navigating away. Closing the tab will interrupt your session and require you to restart. Full procedure: 1. Passport 2. National ID card 3. Driver's license (if locally issued) **If it persists:** If the issue continues beyond 24 hours, submit a support ticket so our team can review your case and reset your verification session. Best Practice 3 **Use a Supported Government-Issued ID** Upload a valid government-issued identification document from the options presented during the Persona verification flow. Supported document types vary by country and verification context and may include a passport, national ID card, or driver's license. Use an original, unexpired document and make sure all information is clearly visible. **Acceptable documents include:** - Passport - National ID card - Driver's license (if locally issued) **Note:** Acceptable documents can vary from country to country. Best Practice 4 Do Not Use Electronic Replicas of ID Cards > Do not submit screenshots, scanned copies, photocopies, or an image of an ID displayed on another screen. Capture the original supported identification document directly during the Persona flow. **Upload only:** Images of the original, physical ID card. This maintains authenticity and prevents verification delays or rejection. ## 3Additional Tips for a Smooth Experience - **Use a well-lit environment** when taking document photos to ensure clarity. - **Avoid glare, blur, or cropped edges** on your ID images. - **Ensure your name and date of birth** match your registered account details exactly. - **Do not use an expired card** — your ID must be valid. - **Have a stable internet connection** and sufficient time to complete the process in one sitting. - The real person whose identity is being verified must personally complete the ID and live-selfie steps. You can use a supported desktop or mobile device, but another person should not complete the identity verification on your behalf. Heads Up Once you start the verification process, keep your browser tab open and avoid refreshing or navigating away. Closing the tab will interrupt your session and require you to restart. ## 4Frequently Asked Questions Q: Can I start KYC verification without applying for a phone number? Yes, absolutely. You can access KYC verification anytime directly from your sub-account settings by navigating to **Sub-account Settings → Phone System → Additional Settings → KYC Verification → Complete Verification**. This lets you get verified early and avoid delays later. Q: What happens if I fail a verification attempt? You have up to 10 attempts to complete verification. Each failed attempt uses one attempt. If you fail after reviewing the rejection reason, you can try again with corrected information. If you exhaust all 10 attempts, you may face temporary restrictions and should contact support. Q: How long does verification take after I submit? Verification typically completes within 24 hours. However, if your session expires or encounters an error, it may take longer. If your status remains "Pending" beyond 24 hours, submit a support ticket for assistance. Q. Do I need to complete Persona every time I purchase a phone number? No. Persona is generally completed once per sub-account. After successful verification, the verified identity can be reused for future eligible phone-number purchases and applicable compliance actions. Q: Does completing Persona mean I no longer need A2P or other registrations? No. Persona verifies the identity associated with the sub-account. It does not replace A2P 10DLC registration, Toll-Free Verification, CNAM, SHAKEN/STIR, or other compliance requirements that may apply. Q: What should I do if I get a "Session Expired" error? A "Session Expired" error means your verification session was interrupted. Your status will remain "Pending" until the system automatically updates (typically 24 hours). Avoid closing, refreshing, or leaving the tab during future attempts. If the issue persists beyond 24 hours, submit a support ticket. You're All Set Ready to Verify By following these best practices and verifying early, you'll ensure smooth, secure verification and be ready to port or register numbers whenever you need. --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com