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Microsoft Calling Plans
This article provides an overview of the Know Your Customer value and process, and a guide for setting it up in your Teams admin center.
Know Your Customer, also known as KYC is a Public Switched Telephone Network (PSTN) industry practice that allows PSTN operators to validate the identity of their customer before providing communication services. It's a way to identify your business so that PSTN operators can help prevent your business from carrying illegal traffic, receiving nuisance calls, and more. KYC is designed to help prevent fraud and ensure national security, and therefore it's a PSTN operator investment into your risk management strategy.
In some countries and regions, KYC is a prerequisite for allowing customers to acquire or port telephone numbers. National Regulatory Authorities in different countries and regions set the rules for the information needed from users or businesses to get, transfer, or activate phone numbers for calling and messaging services.
Microsoft supports the KYC process by storing your KYC information in your tenant.
Having your KYC information stored in Teams expedites PSTN service requests and increases request approvals for Microsoft Calling Plan services wherever Microsoft offers Calling Plans.
Setting up KYC in your Teams admin center
To get your business verified, submit your business KYC information via the Teams admin center. A summary of the steps follows.
In the Teams Admin Center, go to Voice > Service configuration > Know Your Customer and select Add KYC information.
Step 1: Verify email address
Step 2: Provide business information
Step 3: Upload supporting documents
Step 4: Submit
Step 1: Verify email address and domain
The business contact responsible for verification must enter the company or corporate email address associated with the tenant domain being verified. A one-time verification code is sent to the provided email address, and the recipient must submit the code to confirm ownership.
Note
- The email address must belong to an individual authorized to validate the request; distribution lists are not permitted.
- Free or generic email addresses are not accepted, including those from service providers such as Gmail, Hotmail, Outlook.com, Yahoo, or iCloud.
- Onmicrosoft.com default tenant domain in Microsoft 365 is not accepted. If you do not currently have a business email, we recommend obtaining one through your preferred domain provider. You can even purchase a domain for your organization via Microsoft 365 admin center.
Step 2: Provide Business information
In the Business Information section of the KYC form, provide complete company details. Ensure that the company name and address entered match those listed in the supporting documentation.
| Form field | Description |
|---|---|
| Company name | Enter your company’s official legal name as registered in your country or region. The name must exactly match the one shown in your supporting documents. |
| DUNS, Tax ID, or Business Registration number | Enter the DUNS or Tax ID of your company, respective to the country/region of your company's headquarters. United States – US companies (and companies with a US EIN), enter your Tax ID's nine-digit EIN. Canada – For companies based in Canada, enter your nine-digit Canadian Business Number (BN) issued by the Canada Revenue Agency, Corporation/Incorporation Number, or Registry ID. Any other country/region – Provide the Tax ID or Business Registration number. |
| Business address | Enter the address to match the address where your company is headquartered. This address must match your Supporting Documents. |
Step 3: Upload Supporting Documents
Submit supporting documents that reflect the company and domain information provided in the 'Business Information' section. The documents must clearly list and exactly match the company name, domain name and business address.
List of accepted Supporting Documents
Below is the list of approved supporting documents required for validation. Submit the Primary documents and ensure each is dated within the past 12 months and remains valid for at least two months from the date of submission.
| Verification | Important Reminders | Primary Supporting Documents |
|---|---|---|
| Business Verification | 1. We strongly recommend submitting a DUNS number, Tax Identification Number, or Business Registration Number for verification purposes. 2. The document must clearly display the a. company name b. business address. This information must exactly match the details provided in the 'Business Information' section. |
Copy of original official business registration documentation from an official government agency that lists company name, address and contact information. Acceptable document types include: 1. Formation documents, such as articles or certificate of incorporation or partnership deed with dates and business information. 2. Government issued letter, business license, registration or certificate with dates and business information, (i.e., US Department of Revenue Official Business Registration Form) 3. Record on a government registry website with dates and business information, (i.e., government body’s website with matching company information and website link) |
| Domain Verification | 1. The document must contain and match the details provided in the 'Business Information' section. a. Company name b. Purchased Domain 2. The document must be the official invoice. A confirmation email of the purchase or renewal is not accepted. The invoice must be current and clearly display the purchase date, as well as the domain expiration or renewal dates. 3. Documents should be saved in (.pdf) format |
Copy of original paid domain registration receipt from the registrar that includes the domain name, the owner of the domain, the date it was registered, duration of registration, and the name of the registrar. The submitted document should have an expiration date of at least two months in the future. |
Step 4: Submit
After completing all applicable fields, click Submit. Your KYC Status will update to Submitted. Once your KYC is approved, move on to Getting numbers with Microsoft Calling Plan.
Note
- Most reviews are completed within three business days.
- A notification is sent to the email address provided.
Next steps
After your KYC status is Approved, you can:
- Acquire new telephone numbers.
- Submit a phone number port request.
- Continue setting up Microsoft Calling Plans.
For more information, see:
KYC status definitions
KYC submittal status and status definitions are listed in the following table.
| Status | Description |
|---|---|
| Draft | The customer started a KYC request process but it isn't submitted. |
| Submitted | The customer submitted the KYC request for the vetting process. Automated and manual checks by Microsoft are in progress. |
| Action Required | Microsoft determined more information from the customer is required to approve the KYC request. Customer action required. |
| Approved | Microsoft successfully validated the KYC request. Customer is now able to acquire or port telephone numbers. |
| Rejected | Microsoft determined the KYC request didn't pass the vetting process. No further action allowed. |
Common user errors, scenarios, and solutions
More supporting documents required
Microsoft was unable to fully validate KYC with the documentation provided. Upload copies of other original documents to verify your association with the organization. All submitted documents must have been issued within the past 12 months and must not expire for at least two more months from the date of submission.
The copy of original official business registration documentation must be from an official government agency that lists company name, address, and contact information. Acceptable document types include:
- Formation documents, such as articles of incorporation, partnership deed
- Franchise or agency appointment letters
- The government issued letters, license, registration, or certificate
- Lease or tenancy documents
- Letter or statement from a financial institution or a utility company
- Record on a Government registry website (site/link must be displayed)
- Stock exchange filings or tax filing records
- Certificate of incorporation or registration
- Extract from commercial register
- Business license
- Tax certificate
- DUNS certification
FAQ
Who reviews the submitted documentation?
Microsoft securely reviews the submitted documentation as part of the regular vetting review process.
Our organization operates across multiple global site locations. Is it necessary to submit a separate KYC for each location?
KYC verification is required on a per-tenant basis. You only need to submit one KYC verification per tenant. If your organization operates multiple tenants, a separate KYC submission is required for each one.
Our organization operates under a single tenant but has multiple global site locations. Who and Which location is responsible for submitting the KYC documentation?
Anyone authorized representative from any of your company’s locations may submit the form. It is essential that the information entered in the 'Business Information' section exactly matches the details provided in the primary supporting documentation.
I am a business owner but do not have a paid domain. How can I complete the KYC process successfully?
If you do not currently have a paid business email address, we recommend obtaining one through your preferred domain provider. Alternatively, you can purchase a domain for your organization directly through the Microsoft 365 Admin Center.
I accidentally entered wrong information in the Business information section, can I still change it?
To update the information, you may need to cancel the request. Note that cancellation is permitted only once and will become available after the submission has been reviewed and its status changes to 'Action Required'
Why was my KYC request rejected?
There are several reasons why a KYC submission may be rejected, and these reasons can vary by scenarios. A rejection does not necessarily indicate ineligibility. Microsoft may request additional documentation if certain required details are missing. In such cases, you may submit one or more of the approved secondary proof documents listed above for further review. For specific guidance related to your case, contact Microsoft Support.
Common scenarios resulting in KYC rejection
Generic email address provided
The email account provided isn't eligible to proceed. You're required to use a company domain to complete the verification process.
To complete the verification process, cancel and restart the process and provide an email address associated with your company domain. Also upload any supporting documentation like a domain registration / domain invoice from registration or renewal that lists entity/contact and domain as it is stated on your account.
Mismatch between information and supporting documents
The supporting documents don't match the information you entered. If you have a different document with matching information, upload it.
If it isn't possible to provide more documentation, cancel and restart the process and update your information to match any legal documents you're able to provide.
Supporting documents older than 12 months
The documents shared are too old to be considered for KYC verification.
All submitted documents must have been issued within the past 12 months and must not expire for at least two more months from the date of submission.