Following our security procedures, changing a phone number is a situation and type of request where we require you to provide us with an IDCP.
To confirm your request we require an ID confirmation photo (IDCP). That is a picture of the account holder, holding their ID document and a note next to the face to allow for facial confirmation of the ID document, with a dedicated note.
Checklist for producing a proper IDCP that can be accepted by our verifications team:
• The ID must be a valid identification document (passport, ID card).
• The details on the ID must be readable. They cannot be blurry or out of focus.
• Must say: “Request a change of phone number to [your new phone number]”
• Must be handwritten, not typed.
• Must be in English.
• Must have the current date.
• Must have your signature.
• None of the text can be covered.
Pay close attention when writing the note! If even one word is different in the note, the photo will not be accepted.
• The ID shouldn’t be taped or pinned to the note. Both the ID and the note have to be held by hand.
• Hold the ID and handwritten note in your hand(s). Someone else can’t hold the note for you.
• It’s fine to hold both the handwritten note and the ID in the same hand.
• Your face, the ID, and the note all have to be clearly visible.
• Your fingers cannot cover any details on your ID or on the note.
• Your upper body and hands should be visible. Don’t be a head sticking out from behind the note.
• You cannot wear sunglasses, a hat, or anything that obscures your facial features.
• Have your friend or family member take the photo.
• Take the photo during the daytime when the lighting is good.
• When it’s dark outside and you’re relying entirely on indoor lighting, it’s harder for cameras to capture details.
Send the photo to [email protected]