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?
• Key Benefits of Identity Verification
• When Persona Identity Verification is Required?
• How To Complete Identity Verification 
• Frequently Asked Questions
• 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.

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2. Click on Phone System > + Add Number.

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3. Select a +1  or +972 number and click on Proceed to Buy.

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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:

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5. Upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options.

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6. After uploading the ID, users are prompted to complete live selfie verification using their webcam or phone.

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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 
• What is A2P 10 DLC- Brand and Campaign Registration
• Toll‑Free Number Verification Guide for LC Phone (US/Canada)