Identity Verification for Phone Number Purchases (US/CA/PR)

Overview

To strengthen security and prevent fraudulent use of regulated phone numbers, HighLevel has introduced Persona identity verification into the phone number purchasing process for numbers in the United States, Canada, and Puerto Rico.

When Is Persona Required?

Persona verification is only required under the following conditions:

You're purchasing a number from the US, Canada, or Puerto Rico (+1 country code)
Your sub-account has not previously completed Persona verification

Once verified, users will not be asked to complete Persona again for that sub-account—this applies to future:

Phone Number Purchases
A2P Brand Registrations
Toll-Free Number Verifications
CNAM Setups
SHAKEN/STIR Authentication

Updated User Journey :

1. User Initiates a Phone Number Purchase

When a user attempts to purchase a US/CA/PR number and Persona hasn't been completed, the following identity verification modal appears:

2. Document Upload Begins

The user is asked to upload a valid government-issued ID (e.g., passport, driver's license, etc.) based on their country and ID options:

3. Facial Verification Flow

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

4. Purchase Completed Upon Verification

Once the verification process is successful, the phone number is purchased automatically—no additional action is required.

✅ Persona is a one-time process per sub-account. Once verified, users will not be prompted again for future compliance actions or number purchases.

Why It Matters :

This enhancement is essential to:

Comply with carrier identity requirements
Prevent fraud and protect our platform's ecosystem
Maintain a seamless experience for already-verified, low-risk users

Additional Notes

Applies only to LC Phone-managed sub-accounts
Also enabled for +1 Number Pool Purchases
Users may need to refresh the page to load the updated Persona prompt.