This guide is for users who register a business number on Rocketspark. Learn more about how to register a business number here: How to set up and register a business number on Rocketspark
What is verification, and why do we need it?
Important (update details within 48 hours)
What happens when verification fails?
The most common reasons verification fails
Step-by-step: How to fix a failed verification
What is verification, and why do we need it?
When you register a business number on Rocketspark, we’re creating a real phone number on your behalf. This number needs to be legally linked to your business for regulatory and safety reasons.
Phone networks have strict rules about creating new numbers to stop fraud and spam calls. Verification is basically a check that the details you provided match your real, registered business information.
✅ If verification passes: Your business number becomes active, and you can start receiving calls.
❌ If verification fails: Your number cannot be activated until your details are corrected and resubmitted.
Think of verification like showing your ID when opening a bank account—it’s about proving you are who you say you are, and that this number really belongs to your business.
Important:
If we don’t receive corrected and verified details within 5 working days of sending you the first email notification about a failed verification, your registered business number may be automatically cancelled for safety and regulatory compliance.
You’ll receive reminders before this happens, but updating your information promptly avoids losing your new phone service.
What happens when verification fails?
Your new number will stay in a "Action required" status.
You’ll see a warning banner in your Phone Numbers section in the Rocketspark dashboard with a link to review and resubmit.
You’ll also receive an email explaining that your details didn’t pass verification, with a link to review and resubmit.
You won’t be able to use the number to receive calls until the problem is fixed and approved.
The most common reasons verification fails
1. Business name doesn’t match official records
Why it happens: The name you entered doesn’t exactly match your legal business name as it appears on official documents (e.g., NZBN registration).
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Examples:
Entered: Smith Plumbing Ltd
Official record: Smith Plumbing Limited (missing word).
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How to fix:
Check your official company registration or NZBN details.
Copy the exact name as listed there, including punctuation and suffixes (Ltd, Limited, etc.).
Resubmit with the corrected name.
2. The address details don’t match your official business location
Why it happens: Your business address (street, city, postal code) doesn’t match what’s registered in official records.
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Examples:
Entered an outdated address (you’ve recently moved).
Mistyped postal code or street name.
Used a PO Box instead of a physical address.
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How to fix:
Use the official physical address, matching the format of Google address search.
Check for spelling errors, missing flat/unit numbers, or wrong postal codes.
Update your address in Rocketspark and resubmit.
3. Typos or formatting errors
Why it happens: Small mistakes in spelling, numbers, or punctuation can cause mismatches against the database used for verification.
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Examples:
“John Smiht” instead of “John Smith”.
“123 Example St” entered as “123 Exmple St”.
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How to fix:
Carefully review every field for spelling mistakes or missing digits.
Use standard New Zealand address formatting.
Update the incorrect information and resubmit.
4. Using personal details instead of business details
Why it happens: If you enter personal information where business information is expected, verification may fail.
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Examples:
Entering your personal name as the company name when you have a registered trading name.
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How to fix:
Use the details that match your official business registration.
If you’re a sole trader, make sure your trading name is recognised and matches official records.
Step-by-step: How to fix a failed verification
Log in to your Rocketspark Dashboard
Go to Phone Numbers.
Look for the error message: You’ll see a red banner saying Action required: Verification failed.
Click 'Resubmit details': This takes you back to the registration form.
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Review your information carefully:
Compare every detail to your official records.
Make corrections where needed.
Avoid abbreviations or nicknames if your official name is different.
Save and confirm: Submit the corrected info (you won’t be charged twice).
Submit the corrected info.Wait for approval:
The system re-checks your details (24–48 hours).
You’ll receive an email confirming success or further issues.
If unsure, contact Rocketspark support (support@rocketspark.com) before resubmitting—we can help review your details!