VAT validation issues

The European Union created the VAT Information Exchange System (VIES) to help businesses validate VAT numbers for cross-border trade within the EU. We use these services to ensure compliance and transparency for our EU customers.

Here are some common problems and how to solve them.

Account setup is pending

If the VAT number can't be validated, this results in an account to be stuck in Pending. Two of the root causes are:

• Invalid VAT number

• VIES service is not available

In either case, you start by logging in to the console. The signup page will bring you to the missing/invalid field.

Account Setup Pending Dialog

This is normally due to an invalid VAT number or the VIES service not being available. You can fill in the missing information on the next page by selecting the Complete Setup button.

Unreachable VIES VAT number validation

New registration

If the VIES is down during your registration, we won’t be able to validate your VAT number. Your registration will be marked as pending until we can verify it.

Active account

If you need to change your VAT number for an active account and the validation service is unavailable, we cannot validate your new VAT number immediately. Your account will stay active with the existing VAT Number.

We suggest waiting a few minutes and trying again.

Invalid VAT number

If the VIES VAT service returns an invalid VAT number error, double-check that you have entered the VAT number correctly, without any typos or extra spaces. Ensure the VAT number follows the correct format for the respective EU country. More information on the VAT number format can be found on the European Commission website under Q11.

Still not working?

If your VAT number cannot be validated during account setup, you cannot complete your business account registration.

As an alternative, you can:

• Wait and try the next day.

• If you cannot wait, create a personal account with credit card payment to order SIMs and invite users. Once you have resolved the issues with your VAT number, contact Support or create a case, and we will convert the account to business.