# Identity Verification for Phone Number Purchases (US/CA/PR/IL) > Find out when Persona ID verification is required to buy +1 numbers in LC Phone, how to complete it quickly, and what to do next for messaging and calling. - Source: https://docs.ghlcustomercare.com/docs/phone-system/phone-numbers/identity-verification-for-phone-number-purchases-us-ca-pr-il - Section: Phone System / Phone numbers - Reading time: 4 min - Images: 6, each explained below - Modified on Thu, 3 Sep at 10:34 PM --- Identity verification via Persona helps keep your +1 and +972 phone numbers compliant and reduces spam/abuse.  GHL Customer Care has introduced Persona identity verification into the phone number purchasing process for numbers in the United States, Canada, Puerto Rico and Israel. This article explains when verification is required in LC Phone–managed sub-accounts, what to expect during the process. --- **TABLE OF CONTENTS** - [What is Identity Verification?](#what-is-identity-verification)[](#key-benefits-of-identity-verification) - [Key Benefits of Identity Verification](#key-benefits-of-identity-verification)[](#when-persona-identity-verification-is-required) - [When Persona Identity Verification is Required?](#when-persona-identity-verification-is-required)[](#how-to-complete-identity-verification) - [How To Complete Identity Verification](#how-to-complete-identity-verification) [](#frequently-asked-questions) - [Frequently Asked Questions](#frequently-asked-questions)[](#related-articles) - [Related Articles](#related-articles) --- # **What is Identity Verification?** GHL Customer Care uses Persona to verify the identity of a user in a sub‑account when purchasing new **US/Canada/Puerto Rico (+1) and Israel(+972)** numbers under **LC Phone–managed** telephony. Completing Persona one time per sub-account verifies the identity associated with future eligible phone-number purchases and related compliance actions. Persona does not complete or replace A2P 10DLC registration, Toll-Free Verification, CNAM setup, or SHAKEN/STIR authentication; those processes must still be completed separately when applicable. GHL Customer Care Support Portal. - Applies to **LC Phone–managed** sub‑accounts that purchase +1 and +972 numbers. - Triggered during the purchase flow when a sub‑account has **not** yet completed Persona. - A successful verification marks the **sub‑account** as verified for future +1 and +972 purchases. --- ## **Key Benefits of Identity Verification** - **Compliance & platform safety:** helps ensure legal/operational compliance and reduces fraud and spam. - **Faster downstream approvals:** improves readiness for **A2P 10DLC** brand/campaign registration and **Toll‑Free** verification. - **Better call/SMS deliverability:** supports stronger reputation outcomes when combined with **CNAM** and **SHAKEN/STIR**. - **One-time per sub‑account:** once completed, +1 and +972 purchases and number pool actions are streamlined for that sub‑account. --- ## **When Persona Identity Verification is Required?** Persona is required **only if** all of the following are true: - You’re purchasing a **+1** number (**United States, Canada, or Puerto Rico**) or +972 number (**Israel**) - The sub‑account is **LC Phone–managed** (not an external provider). - The sub‑account **has not completed Persona** before. After one successful Persona verification per sub-account, you will not be prompted to complete Persona again for future eligible phone-number purchases or related compliance actions. The verified identity may be reused during these processes, but each registration or verification must still be completed separately when required: - **Phone number purchases** (including **Number Pool** purchases/replenishment) - **A2P 10DLC brand registrations** - **Toll‑Free number verifications** - **CNAM setups** - **SHAKEN/STIR authentication** --- ## **How To Complete Identity Verification**  **Note:** Personais a **one-time process** **per sub-account**. Once verified, users will not be prompted again for future compliance actions or number purchases. 1. Login to your sub-account and click on **Settings**. ![Step 1 of 6: Login to your sub-account and click on Settings](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155060627337/original/q1IAbp51gcZGMQekP-rHs66RkfsSL9ypNQ.png) **Step 1 of 6: Login to your sub-account and click on Settings** This screenshot accompanies step 1 of 6 in the "How To Complete Identity Verification" section of "Identity Verification for Phone Number Purchases (US/CA/PR/IL)". At this point in the walkthrough you login to your sub-account and click on Settings. The next step is to click on Phone System > + Add Number. - What to click: Login to your sub-account and click on Settings. - Controls: Settings, one-time process, per sub-account, Phone, System, + Add Number, +1, +972, Proceed to Buy, US/CA/PR/IL, identity verification modal appears, valid government-issued ID - Next: Click on Phone System > + Add Number. Full procedure: 1. Login to your sub-account and click on Settings. <- this image 2. Click on Phone System > + Add Number. 3. Select a +1 or +972 number and click on Proceed to Buy. 4. When a user attempts to purchase a US/CA/PR/IL number and Persona hasn't been completed for that sub-account, the following identity verification modal appears: 5. Upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options. 6. After uploading the ID, users are prompted to complete live selfie verification using their webcam or phone. 2. Click on **Phone** **System** > **\+ Add Number**. ![Step 2 of 6: Click on Phone System > + Add Number](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155060627470/original/1FvkTGU-6g7N9AnfCFd9hHl7V1OJSH07_A.png) **Step 2 of 6: Click on Phone System > + Add Number** This screenshot accompanies step 2 of 6 in the "How To Complete Identity Verification" section of "Identity Verification for Phone Number Purchases (US/CA/PR/IL)". At this point in the walkthrough you click on Phone System > + Add Number. For context, this section explains: Note: Personais a one-time process per sub-account. Once verified, users will not be prompted again for future compliance actions or number purchases. The next step is to select a +1 or +972 number and click on Proceed to Buy. - What to click: Click on Phone System > + Add Number. - Controls: Phone, System, + Add Number, one-time process, per sub-account, Settings, +1, +972, Proceed to Buy, US/CA/PR/IL, identity verification modal appears, valid government-issued ID - Next: Select a +1 or +972 number and click on Proceed to Buy. Full procedure: 1. Login to your sub-account and click on Settings. 2. Click on Phone System > + Add Number. <- this image 3. Select a +1 or +972 number and click on Proceed to Buy. 4. When a user attempts to purchase a US/CA/PR/IL number and Persona hasn't been completed for that sub-account, the following identity verification modal appears: 5. Upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options. 6. After uploading the ID, users are prompted to complete live selfie verification using their webcam or phone. 3. Select a **+1**  or **+972** number and click on **Proceed to Buy**. ![Step 3 of 6: Select a +1 or +972 number and click on Proceed to Buy](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155060627541/original/ClPPQEB8PmZ8tSzPcvN6mAw_6qxdizzwwA.png) **Step 3 of 6: Select a +1 or +972 number and click on Proceed to Buy** This screenshot accompanies step 3 of 6 in the "How To Complete Identity Verification" section of "Identity Verification for Phone Number Purchases (US/CA/PR/IL)". At this point in the walkthrough you select a +1 or +972 number and click on Proceed to Buy. The next step is to when a user attempts to purchase a US/CA/PR/IL number and Persona hasn't been completed for that sub-account, the following identity verification modal appears. - What to choose: Select a +1 or +972 number and click on Proceed to Buy. - Controls: +1, +972, Proceed to Buy, one-time process, per sub-account, Settings, Phone, System, + Add Number, US/CA/PR/IL, identity verification modal appears, valid government-issued ID - Next: When a user attempts to purchase a US/CA/PR/IL number and Persona hasn't been completed for that sub-account, the following identity verification modal appears: Full procedure: 1. Login to your sub-account and click on Settings. 2. Click on Phone System > + Add Number. 3. Select a +1 or +972 number and click on Proceed to Buy. <- this image 4. When a user attempts to purchase a US/CA/PR/IL number and Persona hasn't been completed for that sub-account, the following identity verification modal appears: 5. Upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options. 6. After uploading the ID, users are prompted to complete live selfie verification using their webcam or phone. 4. When a user attempts to purchase a **US/CA/PR/IL** number and Persona hasn't been completed for that sub-account, the following **identity verification modal appears**: ![Step 4 of 6: When a user attempts to purchase a US/CA/PR/IL number and Persona…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155060627664/original/L6xSNVa7vqJ1JpMA_QkSxxKBgXyveW5E3Q.png) **Step 4 of 6: When a user attempts to purchase a US/CA/PR/IL number and Persona…** This screenshot accompanies step 4 of 6 in the "How To Complete Identity Verification" section of "Identity Verification for Phone Number Purchases (US/CA/PR/IL)". At this point in the walkthrough you when a user attempts to purchase a US/CA/PR/IL number and Persona hasn't been completed for that sub-account, the following identity verification modal appears. The next step is to upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options. - What this covers: When a user attempts to purchase a US/CA/PR/IL number and Persona hasn't been completed for that sub-account, the following identity verification modal appears: - Controls: US/CA/PR/IL, identity verification modal appears, one-time process, per sub-account, Settings, Phone, System, + Add Number, +1, +972, Proceed to Buy, valid government-issued ID - Next: Upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options. Full procedure: 1. Login to your sub-account and click on Settings. 2. Click on Phone System > + Add Number. 3. Select a +1 or +972 number and click on Proceed to Buy. 4. When a user attempts to purchase a US/CA/PR/IL number and Persona hasn't been completed for that sub-account, the following identity verification modal appears: <- this image 5. Upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options. 6. After uploading the ID, users are prompted to complete live selfie verification using their webcam or phone. 5. Upload a **valid government-issued ID** (e.g., passport, driver's license, etc.) based on their country and ID options. ![Step 5 of 6: Upload a valid government-issued ID (e.g., passport, driver's license…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155060627702/original/cPEQRL8EzFFmGP_FPlPjT0zsNCVoSYeQPw.png) **Step 5 of 6: Upload a valid government-issued ID (e.g., passport, driver's license…** This screenshot accompanies step 5 of 6 in the "How To Complete Identity Verification" section of "Identity Verification for Phone Number Purchases (US/CA/PR/IL)". At this point in the walkthrough you upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options. The next step is to after uploading the ID, users are prompted to complete live selfie verification using their webcam or phone. - What this covers: Upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options. - Controls: valid government-issued ID, one-time process, per sub-account, Settings, Phone, System, + Add Number, +1, +972, Proceed to Buy, US/CA/PR/IL, identity verification modal appears - Next: After uploading the ID, users are prompted to complete live selfie verification using their webcam or phone. Full procedure: 1. Login to your sub-account and click on Settings. 2. Click on Phone System > + Add Number. 3. Select a +1 or +972 number and click on Proceed to Buy. 4. When a user attempts to purchase a US/CA/PR/IL number and Persona hasn't been completed for that sub-account, the following identity verification modal appears: 5. Upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options. <- this image 6. After uploading the ID, users are prompted to complete live selfie verification using their webcam or phone. 6. After uploading the ID, users are prompted to complete **live selfie verification using their webcam or phone**. ![Step 6 of 6: After uploading the ID, users are prompted to complete live selfie…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155060627822/original/G-T_cvjJdO4ePYlHytXkneJuHve4czr2UQ.png) **Step 6 of 6: After uploading the ID, users are prompted to complete live selfie…** This screenshot accompanies step 6 of 6 in the "How To Complete Identity Verification" section of "Identity Verification for Phone Number Purchases (US/CA/PR/IL)". At this point in the walkthrough you after uploading the ID, users are prompted to complete live selfie verification using their webcam or phone. - What this covers: After uploading the ID, users are prompted to complete live selfie verification using their webcam or phone. - Controls: one-time process, per sub-account, Settings, Phone, System, + Add Number, +1, +972, Proceed to Buy, US/CA/PR/IL, identity verification modal appears, valid government-issued ID Full procedure: 1. Login to your sub-account and click on Settings. 2. Click on Phone System > + Add Number. 3. Select a +1 or +972 number and click on Proceed to Buy. 4. When a user attempts to purchase a US/CA/PR/IL number and Persona hasn't been completed for that sub-account, the following identity verification modal appears: 5. Upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options. 6. After uploading the ID, users are prompted to complete live selfie verification using their webcam or phone. <- this image --- ## **Troubleshooting Phone Number Purchase Errors** If you cannot complete a phone number purchase, check the following: - **Persona prompt does not appear:** Refresh the page and retry the purchase. If it still does not appear, contact GHL Customer Care Support. - **Persona verification is already open:** Do not refresh or leave the page. If the session remains stuck for more than 24 hours, contact Support. - **Number unavailable:** Refresh the available numbers or try a different area code, region, or number type. - **Region or inventory limitation:** Some numbers may not be available based on provider inventory or location. - **Regulatory requirement:** Some regions require an approved Regulatory Bundle or Address before a number can be purchased. ****Contact GHL Customer Care Support** when the Persona prompt still does not appear after a refresh and retry, a Persona session remains stuck beyond 24 hours, or no suitable LC Phone number is available after adjusting your search.** --- ## **Frequently Asked Questions** **Q: Persona selfie: does it have to be on the customer’s own computer?** Yes, the real human who owns/controls the sub‑account must personally complete the selfie and ID capture, but they can do it on whichever device is most convenient (desktop with webcam or mobile), as long as they can access the Persona flow for that sub‑account. **Q: After Persona, is A2P registration no longer needed?** No, Persona does not replace A2P 10DLC registration. you still must complete A2P brand + campaign registration separately if you want compliant US long‑code SMS. **Q: Do I need to verify for every purchase?** No. Persona is typically **one‑time per sub‑account**. After a successful verification, you can purchase +1 or +972 numbers (including into pools) without repeating Persona. **Q: Does verification cost anything?** There is no additional fee to complete Persona itself. Standard **number purchase** and usage fees apply. **Q: We purchase numbers into a pool—do we need to verify again for auto‑purchase?** No. After the sub‑account is verified, both **manual** pool purchases and **auto‑purchase/replenishment** can proceed normally. **Q: I started a +1 number purchase, but I don’t see the Persona verification prompt—what should I do?** Refresh the page and try the purchase again. In some cases, the updated verification UI may not appear until a refresh. If the issue persists, contact Support. --- ## **Related Articles** - [KYC Verification on Persona — Best Practices](https://docs.ghlcustomercare.com/docs/phone-system/lc-phone-system/kyc-verification-on-persona-best-practices)  - [What is A2P 10 DLC- Brand and Campaign Registration](https://docs.ghlcustomercare.com/docs/phone-system/a2p-registration/what-is-a2p-10-dlc-brand-and-campaign-registration) - [Toll‑Free Number Verification Guide for LC Phone (US/Canada)](https://docs.ghlcustomercare.com/docs/phone-system/phone-numbers/toll-free-number-verification-guide-for-lc-phone-us-canada) --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com