Articles on: Phone Numbers

Why Was My ID Proof Rejected?

An ID proof is rejected in Calilio when the document is unreadable, incomplete, expired, or does not match the name on the account. Open Settings, then My Numbers, and check the Pending tab: STATUS reads Document Rejected, and the row menu offers Contact Support as the way to put it right.

Where do you see that a document was rejected?

Click Settings in the left sidebar, then My Numbers under NUMBERS.
Open the Pending tab, which lists NUMBERS, SUBMITTED DATE, STATUS, and ACTION.
STATUS reads Document Rejected against the number whose documents did not clear.
The number stays on the Pending tab and does not move to the Failed tab.

A rejected document shows as Document Rejected in the STATUS column.

Why is a document rejected?

Calilio publishes these reasons, and each one is about the document rather than about your account:

The document is a photocopy, or a photograph of a photocopy, rather than a scan or photograph of the original document.
Only one side was sent, when a driver's license or an identity card needs both the front and the back.
The scan cuts off a corner, so Calilio cannot confirm that the document is complete and unaltered.
The document has expired and is no longer valid for verification.
The name on the document differs from the name on your Calilio account, including a missing middle name or initial.

Note: Send a direct scan or a clear photograph of the original document, with all four corners in frame and every line readable. This avoids the reasons listed above.

What can you do about a rejected document?

Click the three-dot control at the end of the rejected row.
The menu on a rejected row offers Contact Support only.
Calilio gives you no way to upload a replacement document from the Pending tab, so contact our support team.
Have the number, the country, and the submitted date ready before you contact our support team.

Contact Support is the route offered on a rejected row.

Does Calilio show the reason a document was rejected?

No. The STATUS column reads Document Rejected, and no column on the Pending tab gives a reason. The row menu offers Contact Support.

Does a rejected document mean you lose the number?

No. The number stays on the Pending tab with its submitted date. It cannot be used until the document check clears and its payment is processed.

Which documents does Calilio accept?

Calilio accepts identity and address documents for an individual, and registration and address documents for a company. What documents are required to buy a number in different countries sets out both lists.

Contact Calilio support

If a document is rejected twice, contact our support team with the number, the country, and the submitted date shown on the row.

For your security, do not share passwords or payment card details.

References


What documents are required to buy a number in different countries	click here
Why am I being asked to verify my identity	click here
How do I verify my identity	click here
How to add a new phone number to your Calilio account	click here
How to raise a support ticket in Calilio	click here

Updated on: 28/10/2026

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