Teams Voice KYC service configuration

Question

How do we reset the KYC service configuration when it's been rejected due to incorrect contact email address which fails the domain check.

Answer 1

Hi @Izzy M, 

Welcome to Microsoft Q&A forum. 

The issue that you are facing is that your "Know Your Customer" (KYC) application for Microsoft Teams Voice was recently rejected due to an "incorrect contact email address" failing the domain check. This rejection typically occurs because the KYC process requires the contact email to be on a verified custom domain associated with your Microsoft 365 tenant. Email addresses from public services (like @gmail.com or @outlook.com) or the default Microsoft domain (e.g., @yourcompany.onmicrosoft.com) are not accepted.

To help resolve this, please follow these steps and kindly keep me informed: 

Option 1: Correct and resubmit the application 

This is the standard resolution path. You will need to update the application with a valid corporate email address. 

1. Log in to the Microsoft Teams Admin Center. 
2. In the left-hand menu, navigate to Voice > KYC. 
3. Locate the rejected application. The status will likely show as "Rejected" or "Customer action required." 
4. Select the option to Update or Edit the submission. 
5. In the contact details section, replace the incorrect email with a valid corporate email address from your verified domain (e.g., ******@yourcompanydomain.com). 
6. Resubmit the application for verification. 

For your reference, Microsoft outlines this requirement in their official documentation: Teams Phone Know Your Customer overview (Kindly refer to "Step 1: Verify email address and domain") 

Option 2: Contact Microsoft support (If you cannot edit) 

In some cases, the admin portal (please reach out to your admin if you're not the one with access) may not provide an "Update" or "Edit" button for a rejected application. If your application appears "stuck" in this state, we kindly recommend contacting Microsoft Support directly. 

We strongly encourage this step because support agents have in-depth knowledge of the KYC backend systems and possess the necessary administrative tools to manually reset the application. This is an action that cannot be performed from the admin portal, and their involvement is essential to clear the rejection and allow you to submit a new, correct application. 

For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin. 

Note: We appreciate your understanding regarding the scope of support available through this forum. As moderators, our role is to provide general guidance and assist with common troubleshooting steps. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.  

If you have any questions, please feel free to reach out.  

I'm looking forward to your reply.