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Why do some virtual numbers require an address?

Questions

  • Why do some virtual numbers have an address requirement?
  • Do I need to provide an address when purchasing a virtual number?
  • How do I change the address associated with a virtual number?

Answer

Depending on country specific regulations, in some cases virtual numbers require that users are located within the same region as the numbers they are purchasing.

It is essential that a valid business or residential address is provided during the purchasing of these virtual numbers. If the virtual numbers are intended to be used by an individual, the residential address of the end user should be provided. Virtual numbers purchased by a business entity should provide the registered address of the business.

There are 3 types of address requirements:

  • Requires an address from the same country as the number
  • Requires an address from the same region (City or State) as the number
  • Requires any address worldwide

In some cases such as Germany, Hong Kong or Singapore, proof of identity or proof of address is also required when requesting a virtual number.

When purchasing virtual numbers with address requirements, Nexmo will require you to file a qualifying address with us before you are able to purchase the virtual number.  

If your profile contains a valid address related to the number that you are purchasing we will automatically populate the address form when purchasing a virtual number.

 

Country

Number type

Address
type required

Availability

Documentation needed

Australia

Landline Voice

City / Region

Dashboard

 

Bahrain

Landline Voice

Country

On request

Individuals: ID/Passport, Proof of address (e.g. utility bill)

Businesses: Business registration certificate, Proof of address (e.g. utility bill)

Belgium

Landline Voice

City / Region

Dashboard

 

China

Landline Voice

Any address

On request

Individuals: Not selling to individuals

Businesses: Enterprise qualification documents, Proof of address (e.g. utility bill), Proof of identity (ID/Passport)

Croatia

Landline Voice

City / Region

On request

Individuals: Proof of address (e.g. utility bill)

Businesses: Proof of address (e.g. utility bill)

Denmark

Landline Voice

Country

Dashboard

 

Estonia

Landline Voice

Any address

On request

Individuals: Proof of address (e.g. utility bill)

Businesses: Proof of address (e.g. utility bill)

France

Landline Voice

City / Region

On request

Individuals: Proof of address (e.g. utility bill)

Businesses: Proof of address (e.g. utility bill)

France

Mobile SMS+Voice

Any address

Dashboard

Businesses: If a French company then need  to provide NAF and SIRET Code

Germany

Landline Voice 

City / Region

On request

Individuals: ID/Passport, Proof of address (e.g. utility bill, local ID)

Businesses: Business registration certificate (Handelsregisterauszug)

Hong Kong

Landline Voice 

Country

On request

Individuals: Passport, Proof of address (e.g. utility bill)

Businesses: Business registration certificate, Proof of address (e.g. utility bill)

Hungary

Landline Voice

City / Region

On request

Individuals: Proof of address (e.g. utility bill)

Businesses: Proof of address (e.g. utility bill)

Ireland

Landline Voice 

City / Region

On request

Individuals: Proof of address (e.g. utility bill)

Businesses: Proof of address (e.g. utility bill)

Italy

Landline Voice 

City /Region

On request

Individuals: ID/Passport, Proof of address (e.g. utility bill)

Businesses: Business name, Proof of address (e.g. utility bill), ID/Passport of authorised representative

Japan

Landline Voice 

City / Region

On request

Individuals: ID/Passport/Driver's licence, Proof of address (e.g. utility bill)

Businesses: Business registration certificate, Proof of address (e.g. utility bill), ID/Passport of authorised representative

South Korea

Landline Voice 

City / Region

On request

Individuals: Not selling to individuals

Businesses: Enterprise qualification documents

Latvia

Landline Voice 

City / Region

Dashboard 

 

Luxembourg

Landline voice

City / Region

On request

Individuals: Proof of address (e.g. utility bill)

Businesses: Business name, Proof of address (e.g. utility bill)

Netherlands

Landline Voice 

City / Region

On request

Individuals: Proof of address (e.g. utility bill)

Businesses: Proof of address (e.g. utility bill)

Norway

Landline Voice 

City / Region

On request

Individuals: ID/Passport, Proof of address (e.g. utility bill)

Businesses: Business registration certificate, Proof of address (e.g. utility bill)

Panama

Landline Voice 

City

On request

Individuals: Proof of address (e.g. utility bill)

Businesses: Proof of address (e.g. utility bill)

Portugal

Landline Voice 

City / Region

On request

Individuals: ID/Passport, Proof of address (e.g. utility bill, local ID)

Businesses: Business registration certificate showing Portuguese address and tax number

Singapore

Landline Voice 

Country

On request

 

Slovenia

Landline Voice 

City / Region

Dashboard

 

Spain

Landline Voice 

City / Region

Dashboard

 

Sweden

Landline Voice 

City / Region

Dashboard

 

Switzerland

Landline Voice 

Any address

Dashboard

 

Taiwan

Landline Voice 

Country

On request

Individuals: Not selling to individuals

Businesses: Taiwan business registration certificate

Turkey

Landline Voice 

Any address

On request

Individuals: ID/Passport

Businesses: Business registration certificate, ID/Passport of authorised representative

United Kingdom

Landline Voice 

Country

Dashboard

 

 

 

Purchasing a number when no documentation is needed

For countries where no documentation is needed the numbers can be purchased through the Dashboard.  

Login and undertake a search on the “Buy numbers” page in Dashboard (https://dashboard.nexmo.com/buy-numbers) for Voice enabled numbers in a country that requires an address when purchasing you will see the following overlay clicking “Buy”.

You are asked to add an address in order to complete your purchase and confirm that you agree to allow Nexmo share this information with our Suppliers and local regulators for the country you are purchasing the number in.

Once you have added an address, confirm you are person or you represent the entity using the number and click “Next” we retrieve some options of addresses that match your input in order to confirm we have the correct address. As we want to make sure we select the right address.

A nice little feature we added is that if you have an address in your account profile (https://dashboard.nexmo.com/edit-profile) that matches the country of the number you are purchasing we will automatically fill in the form for you, 😃!

So once we have returned some address options, you can select the correct one. We check the address provided is valid one more time and show you a summary before you confirm purchasing the number.

You’re all done and can start using that number.

 

Purchasing an 'on request' number when documentation is needed

If you are in a country such as Germany, Ireland, Hong Kong or Singapore we have to add the number to your account ourselves. Which means we request your address and agreement to share your address with Suppliers and local regulators before adding the number to your account.

When you undertake a search on the “Buy numbers” page (https://dashboard.nexmo.com/buy-numbers) you will see button to send a request rather than any numbers being returned.

Clicking on the button displays a similar form as the provisioning numbers one, where you enter your address and confirm you are person or you represent the entity using the number.

The difference after this point is that we send the request to our team to review and get in contact with you in case we require more information such as proof of address or personal identification as in some countries this is a requirement.

From here the team will add the number to your account and you will be notified to let you know you are all set.

 

Who uses the virtual number is important

If you own several virtual numbers for different customers in a particular country, we strongly encourage you to add multiple addresses - one for each customer. This is because regulators in countries with address requirements have the expectation that the address on file corresponds to the business or person who is receiving or originating calls from that number.

 

How to request an address change

If you already have an address associated with a number and would like to update it, please contact us at numbers@nexmo.com.

 

 

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