Hiya Connect gives your business access to voice performance and security solutions — including Number Registration and Branded Call — via a web console. Before you can register or brand your numbers, you’ll first need to create an account and have your business verified.
Verification confirms that your business is a real, currently registered legal entity, and that you’re an authorised contact for it. It happens once, at the account level, and most requirements are the same for both products. Where Number Registration and Branded Call differ, this guide says so.
This guide covers what you’ll need, how the checks work, and what to do if verification fails. It’s separate from the branding review that takes place when your numbers and branding go live.
Jump to:
- What you’ll need
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How DUNS and D&B matching works
- Partial DUNS matches
- If verification fails
- Number Registration eligibility
What you’ll need
Business information
Only legitimate businesses can create a Hiya account, and a business can only be registered by a representative of that business. During sign up, Hiya collects the following, solely to identify the business and confirm its legal status:
- Business name(s) including DBA
- Physical address of headquarters
- Data Universal Numbering System (DUNS) number — required for Number Registration
Hiya will confirm the accuracy of the information provided, and will contact you if there are any issues to be addressed. This verification is often completed within a matter of seconds.
Proof of business registration
What we accept depends on which product you’re registering for.
Number Registration: your business must have a DUNS record. Other identifiers can’t be used in its place. See How DUNS and D&B matching works.
Branded Call: we accept documents or identifiers such as DUNS, BRN, VAT and CRN. Secretary of State filings and Articles of Incorporation are accepted for US-based businesses only.
Your registration must be active, valid, or in good standing
The registration must show that the business is currently active, valid, or in good standing. We can’t accept a registration that’s expired, lapsed, administratively dissolved, or otherwise not current.
If your registration has lapsed, you’ll need to renew it with the relevant registry before verification can be completed. This can’t be manually overridden.
Proof of contact affiliation
This confirms that you’re affiliated with the business you’re registering. It can include an offer letter, employment verification letter, business card, company ID, or another document that confirms your affiliation with the business.
A business email address
A Hiya account is available for employees of businesses to create an account for their own business or employer. Please provide an email address that’s:
- A business email address using your business domain. For example, John Doe from Hiya, Inc. is creating an account and his email address is john.doe@hiya.com
- Not an email address using public email services, for example Gmail, Outlook, etc.
- Associated with your own business inbox rather than a group inbox. For example, info@hiya.com will create an error compared to john.doe@hiya.com
- On a domain that matches your business website — see Your email domain does not match your website
If you’re seeing an error when you’ve entered your email address, it’s very likely that your email address does not qualify based on the above guideline.
An active public website
Verification also requires proof of an active public website that matches your email domain. The website must be publicly accessible and include clear information that substantiates your business or brand. It should also include multiple accessible pages, such as About, Services, Products, or Contact, with working navigation links.
How DUNS and D&B matching works
A DUNS number is a unique nine-digit business identifier provided by Dun & Bradstreet (D&B). You can look up your company’s DUNS record or check whether one exists at dnb.com.
To complete Number Registration, your business must have a D&B record. This is a requirement, not a recommendation, and other identifiers can’t be used in its place.
Enter your DUNS number if you know it. If you don’t, Hiya will try to locate your business using the company name and address you entered — but a matching D&B record must still exist.
In either case, the information in your Hiya account should closely match your D&B record — this includes your business name, address, and website. If the information does not match exactly, verification can fail, and this cannot be manually bypassed.
Partial DUNS matches
Sometimes Hiya finds more than one possible DUNS match. If that happens, select the record that best matches your business.
Some D&B records may contain older business details, such as a previous address. If one of the options matches your current or former business record, select it to continue. We also recommend keeping your D&B record up to date by visiting dnb.com.
If verification fails
If Hiya cannot verify your business, or you cannot complete Number Registration, common reasons include the following.
Your business information does not match your D&B record
Make sure the business name, address, and website in your Hiya account exactly match your D&B record. If your business details recently changed, update your D&B record before trying again.
No valid DUNS number was found
If you believe your business already has a DUNS number, look it up through D&B's DUNS lookup tool. If your business does not have one, you’ll need to request it before continuing — learn how at D&B's "Get a DUNS" page.
Your business details changed too much for a match
If your company recently changed its name, address, website, or other key details, update your D&B record and then resume account creation.
Your email domain does not match your website
To prevent individuals from creating a Hiya account for businesses that are not their employer, Hiya must confirm that you are an employee of that business. It does this by comparing the website URL of the business and the domain of your email address (after the ‘@’ sign). It also compares the URL provided for the business with the website on file in the D&B record.
If these values do not match, please ensure you have correctly entered the business website URL and the email address, and confirm that the latest information for your business is on file in your D&B business record.
If your business uses a significantly different domain name for company email than is used for the company website (for example, a different subdivision, a former business name, etc.) then the request to create an account may be declined. Please confirm you meet the requirements of:
- You are an employee of the business you are attempting to create an account for
- You will be registering or branding phone numbers directly used by your business/employer
If so, you may reach out to Hiya for assistance.
If your D&B information is correct and verification still fails, you may submit a support request.
Number Registration eligibility
During the registration process, you will be asked to confirm that you are an employee of the business being registered, and that the intention is to register phone numbers used by that business. Both of the following must be true:
- Your business directly leases the phone numbers to be registered
- Your business is involved in the origination of phone calls using those numbers
If both are not true, Number Registration is not available for your account. This includes businesses that manage or register phone numbers on behalf of other businesses — the numbers must be registered by the business that leases them and places the calls. Please ask that business to register with Hiya directly. (They may be able to add you as an additional user after registration is complete.)
Registration is allowed for businesses that place phone calls on behalf of other businesses, such as lead generation services, as long as the registering business directly leases the phone numbers and places the calls itself.
If you have further questions after reading this guide, please submit your question to our product support team here.