Help: REQ-322637-D7J6H

Question

REQ-322637-D7J6H: KYC denial needs resolution.

When a tenant is purchased through a CSP, Microsoft routes all admin support requests back to that CSP partner. The problem is Pax8 does not handle KYC issues for Teams Phone number acquisition, and Microsoft's own phone number team is telling us to use the admin portal, which just loops him back to Pax8.

Answer 1

For KYC denials in Teams Phone when the tenant is under a CSP, the path depends on who is expected to own support for the specific scenario:

1. KYC is a prerequisite for acquiring or porting Calling Plan numbers in many countries. Microsoft stores and vets KYC data in the tenant and exposes the workflow in the Teams admin center. The KYC request then goes through automated and manual checks by Microsoft.
2. When KYC is rejected or blocked, the remediation is handled by Microsoft’s Calling Plan/KYC vetting process, not by the CSP’s own telephony team. Common rejection causes include:
   • Generic email address instead of a company-domain email.
   • Mismatch between tenant information and supporting documents.
   • Supporting documents older than 12 months or expiring within two months.
3. To resolve a KYC denial, the tenant admin must:
   • Cancel the current KYC submission in the Teams admin center.
   • Restart the KYC process and correct the data:
     • Use an email address on the company’s own domain.
     • Ensure legal entity name, address, and registration details exactly match the supporting documents.
   • Upload acceptable supporting documents that are recent (issued within the last 12 months and valid for at least two more months), such as:
     • Government-issued registration or license
     • Formation documents (articles of incorporation, partnership deed)
     • Tax certificate, business license, DUNS certification
     • Lease/tenancy documents
     • Bank/utility statements
     • Registry/stock exchange records
4. If the tenant is in Singapore (or another market that uses a specific KYC form), the admin should:
   • Use the Teams admin center number-ordering flow, which embeds the correct “Know Your Customer” form for that country (for Singapore, the KYC-SG forms listed in the documentation) and provide the required business registration number (for Singapore, the Unique Entity Number).
5. If the CSP front-line support or Pax8 is looping the admin back to the portal, the CSP should escalate through Microsoft partner support using the appropriate CSP support channels (Partner Center Help + support) and reference that this is a Calling Plan KYC vetting issue blocking number acquisition, not a Pax8-managed telephony issue. The escalation needs to reach the Microsoft Calling Plan/KYC team that owns the vetting and status (Draft/Submitted/Action Required/Approved/Rejected) for the tenant.

In practice, resolution requires either:

• Correcting and resubmitting KYC in the Teams admin center with compliant documents and company-domain email, or
• The CSP opening a Microsoft support ticket via Partner Center so Microsoft’s Calling Plan/KYC operations can review and clear the denial.

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References:

• Validate your business identity with PSTN operators using Know Your Customer
• Phone number management for Singapore
• Which support portal should I use?