Hiya Connect gives your business access to voice performance and security solutions — including Number Registration and Branded Call — via a web console. To get started registering your business numbers or add branded calling to your business numbers, you’ll first need to create your account. Use this guide to troubleshoot common issues in the sign up process for all Hiya business products, including issues related to business verification, user verification, and fees.
Jump to:
- Required business information
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DUNS number requirements
- Partial DUNS matches
- No DUNS match found
- Email address requirements
- Email domain matching
- Business verification failures
- Number Registration eligibility
Signing up and verifying your business
Required business information
Only legitimate businesses can create a Hiya account, and businesses can only be registered by a representative of the business. As part of the sign up process for a new business, Hiya will collect information with the sole purpose of identifying the business and confirming its legal status. This information includes:
- Business name(s) including DBA
- Physical address of headquarters
- Data Universal Numbering System (DUNS) number, if known (optional but highly recommended)
Hiya will confirm the accuracy of the information provided, and will contact the user if there are any issues to be addressed. Often, this verification will be completed within a matter of seconds.
DUNS number requirements
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 Hiya account creation and Number Registration, your business must have a DUNS record.
If you provide a DUNS number, it can speed up verification. If you do not provide one, Hiya will try to locate your business using the company name and address you entered. 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 by the vetting team.
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.
No DUNS match found
If Hiya cannot verify your business, or you cannot complete Number Registration, common reasons include:
1. 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.
2. 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 may need to request it before continuing — learn how at D&B's "Get a DUNS" page.
3. 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.
If your D&B information is correct and verification still fails, you may submit a support request.
Email address requirements
A Hiya account is available for employees of businesses to create an account for their own business/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.
- An email address that’s associated with your business inbox versus a group inbox. For example, info@hiya.com will create an error compared to john.doe@hiya.com
- Finally the business email address is associated with your business (see more in the next question)
If you are seeing an error when you have entered your email address, it’s very likely that your email address does not qualify based on the above guideline.
Email domain matching
A Hiya account is available for employees of businesses to create an account for their own business/employer. As a check for this, Hiya will confirm that the website URL of the business and the domain of the user’s email address (after the ‘@’ sign) are the same. If these values do not match, please ensure you have correctly entered the business website URL and the email address.
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.
Business verification failures
To prevent individuals from creating a Hiya account for businesses that are not their employer, Hiya must confirm that the user is an employee of that business. This is accomplished by comparing the website URL of the business and the domain of the user’s 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 you encounter an error, please confirm that the latest information for your business is on file in your D&B business record.
Number Registration eligibility
During the registration process, you will be asked to confirm if you are an employee of the business being registered, and if the intention is to register phone numbers that are used by that business. This means:
- Your business directly leases the phone numbers to be registered
- Your business is involved in the origination of phone calls using those numbers
If these are not both true (for example, you are providing registration services for other companies), unfortunately Number Registration is not available for your account. Please ask the business to directly register with Hiya. (They may be able to add you as an additional user after registration is complete).
Please note registration is allowed for businesses that place phone calls on behalf of other businesses (example: lead generation services and BPOs), as long as the registering business is directly involved in leasing the phone numbers and placing the calls.
If you have further questions after reading this guide, please submit your question to our product support team here.