Frequently Asked Questions

Frequently Asked Questions

What does TeleSign do?

TeleSign provides phone-based verification, authentication and notification services through SMS and voice messaging. These API-based services help digitally preserve their ecosystem by detecting a suspicious user before account creation, and better protect their existing user base from account compromise.

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Does TeleSign monitor delivery of traffic on a global basis?

Yes. TeleSign’s Quality Team monitors in real time any changes in delivery, and makes the necessary changes to ensure that TeleSign is always using the highest quality delivery routes. Mission-critical messaging requires dynamic monitoring of message delivery across global mobile operators. Ideally, the provider has direct access to these operators to escalate any performance issues and make necessary routing changes in real time.

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Does TeleSign have any patents?

Yes. TeleSign has a robust patent portfolio, including patents on Two-Factor Authentication, PhoneID (characteristics of a phone number), and TeleBureau (reputation of a phone number).

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How does TeleSign help reduce fraud?

TeleSign addresses fraud in two ways. TeleSign identifies and assesses new registrants/customers based on the user’s Mobile Identity. TeleSign equips you with the data to allow, block or flag new users. This is a vital first step in preventing fake registrations and keeping spammers and fraudsters out of your ecosystem. Additionally, TeleSign protects existing accounts with phone-based two-factor authentication, which can be triggered when a user logs in from a different device, a different browser, or after several failed login attempts. With phone-based authentication, even if a fraudster has a user’s credentials, they simply can’t get access to your user’s accounts.

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Can I send SMS messages to phone numbers located outside the US?

Yes. TeleSign can deliver SMS messages to over 200 countries and territories around the world.

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Can I send SMS in languages other than English?

Yes, TeleSign offers localized SMS templates in over 87 different languages and dialects. Messages containing non-Latin characters (Greek, Japanese, Russian etc.) will be converted to Unicode before being sent.

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Do you support custom messaging?

Yes. TeleSign provides the option to send a custom SMS message to your users. We support the main character types – ASCII, GSM-7 and Unicode to accommodate all languages.

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How does TeleSign handle long SMS messages?

TeleSign allows for delivery of long SMS messages to your end users by smart splitting them, and concatenating them on the user’s handset so they appear to the user as one single long message. Smart message splitting separates a long SMS without breaking critical pieces of information, such as verification codes, URLs and email addresses. In cases where the handset does not support concatenation, the end user will receive multiple SMS messages, but important information will remain intact.

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Is the verification code configurable?

Yes, TeleSign allows a numeric verification code of 3 to 7 digits for SMS and voice calls.

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Can I use alpha-digits in a verification code?

No. TeleSign’s verification code is based on numeric digits to make the experience clearer for the end user. For example, if alphanumeric is allowed, end users may confuse a “B” with an “8” or an “I” with a “1”.

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Can I send an SMS that includes a URL in it?

Yes. Thanks to TeleSign smart message splitting, SMS messages can include URLs. Please note however, that the experience of the URL will depend on the user’s handset capabilities.

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Can I customize the SenderID?

No. Based on experience, some carriers will block repeated messages from the same SenderID, therefore TeleSign does not allow customization of SenderIDs, to ensure the highest deliverability of messages possible.

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Can TeleSign send SMS messages to ported numbers or VoIP phones?

Yes. TeleSign supports SMS delivery to ported numbers and certain VoIP phones. For VoIP phones, the phone number/account should be enabled to receive SMS messages.

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Does TeleSign support long and short codes?

Yes. The right blend of short codes and long codes will depend on the use case, the markets, the mobile operator, the volume of messages, and a variety of other variables. TeleSign manages the complexity of securing and managing short and long codes on behalf of our customers.

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Can I send messages from a specific short code or alphanumeric code?

It depends on the country and network. Do reach out to us to find out if the networks on which you are interested in having a short code or alphanumeric Sender ID are supported.

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Does TeleSign offer a voice option for message delivery?

Yes. TeleSign Verify Voice verifies a user in real time by sending a one-time verification code via a voice call to their phone. In certain countries, SMS is not as reliable as voice, and a voice call may be the only way to reach most users in these markets. Learn more here: http://www.telesign.com/news-and-events/blog/top-6-reasons-you-should-consider-voice-authentication/.

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Can I customize the message played to my users during the voice call?

Yes, you can customize this message. TeleSign provides professional voice recording, engineering, setup, and testing for a fee. Please contact our Technical Support Team at support@telesign.com for more information on this feature.

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Can I send voice calls in languages other than English?

Yes. TeleSign can play the default verification message in over 80 languages and dialects.

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Do international users get charged international rates or local rates for SMS?

Incoming messaging rates aren’t really applicable to international messaging since for the majority of international plans the sender pays for the message. Therefore, the user only incurs a cost when sending a message, not when receiving one.

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What languages and encodings does TeleSign support?

TeleSign supports sending messages in plain ASCII, GSM, Shift-JIS, UTF-8 and UCS-2, and will perform all of the necessary conversions for you. Plus, we automatically normalize messages when it’s necessary.

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What is phone-cleansing and why should I care?

When users enter their phone number in a form, the number is not always properly formatted for delivery in international markets. TeleSign cleanses phone numbers by adding or removing leading digits in the phone number based on the country, city, and message type (SMS vs. voice). Phone number cleansing can improve SMS deliverability by more than 10% in most markets.

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What is TeleSign’s PhoneID?

TeleSign’s patented PhoneID product analyzes phone numbers and returns information about the phone, including the phone type and geographic phone information. PhoneID was originally developed to be used in conjunction with TeleSign’s Telephone Verification service but is also widely used as a standalone product.

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What types of phone numbers can PhoneID identify?

PhoneID can identify the following types of phone numbers domestically and internationally: mobile, landline, non-fixed VoIP, invalid, pre-paid, personal, pager, toll-free and restricted (e.g., 911, 411, etc.).

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Does the PhoneID service work internationally?

Yes, PhoneID can determine phone type and other related characteristics about any phone number in the world. The depth of information returned varies by country.

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What data elements are returned with the different PhoneID solutions?

Each PhoneID solution returns a unique set of phone-based attributes leveraging a REST API. PhoneID Standard returns the phone type (e.g., mobile, landline, non-fixed VoIP, pre-paid mobile, etc.), telecom carrier name, and registration location information. PhoneID Contact returns the name and address details associated with a phone number, and PhoneID Live returns the subscriber status (active/disconnected), device status (reachable/unreachable), roaming status and country. PhoneID Standard information is returned with every PhoneID Contact and PhoneID Live lookup.

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What type of API’s does TeleSign offer?

TeleSign offers a REST API. REST is transported over an HTTPS connection and is compatible with all major web programming languages and technologies.

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How long does it take to integrate TeleSign’s phone verification service into my website?

TeleSign’s platform-neutral, REST API is quick and easy to integrate into your existing website. We offer extensive documentation to help guide you through the integration process. Additionally, TeleSign offers SDKs in various languages that can be found by visiting www.github.com/telesign.

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What are the support hours for TeleSign?

Customers may email Support at support@teleSign.com or call us at 1-310-740-9700 ext. 3. TeleSign offers 24×7 email support and phone-based support Monday through Friday, 8:30 AM to 7:00 PM Pacific Time.

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What is TelePortal?

TelePortal is TeleSign’s new customer portal that provides centralized access to reporting, self-service tools, and billing information. TelePortal is a secure entry point that provides self-service tools to verify phone numbers, investigate potential fraud, verify transaction status, view billing and invoice information, troubleshoot issues, and submit questions regarding support issues. Only current customers can access TelePortal.

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How do I access TeleSign’s documentation?

TeleSign’s integration documentation and SDKs are located within TelePortal account (under the Support tab).

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How can I get access to TeleSign’s SDKs?

All of TeleSign’s SDKs are posted on GitHub (https://github.com/telesign). We currently have SDKs published for Java, PHP, CSharp (.NET), and Python.

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How can I get help with TeleSign integration?

Most technical questions and integration best practices are included in TelePortal. If you continue to receive errors when trying to submit a request, feel free to contact TeleSign’s Technical Support at support@telesign.com with the error response and we will be able to assist you.

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How can TeleSign help increase user adoption?

Based on our extensive experience with the leading web properties, TeleSign has amassed a wealth of how and how not to roll out verification and authentication to your end users, to minimize friction, reduce end-user frustration and optimize user adoption. This includes best practices for website integration, specific language for articulating the benefits to users, and clear, straightforward instructions how the verification process works. If you require assistance, please contact Technical Support at support@telesign.com.
Pricing

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How does TeleSign charge for its services?

TeleSign’s services are charged on either a per transaction or per subscriber basis. Pricing for all services is dependent on volume, and varies by country and use case.

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Is there a setup fee?

No. TeleSign does not charge a setup fee for any of its services. If you’d like to have a custom message recorded for your voice calls, TeleSign can provide this service for a fee.

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Is there a monthly minimum?

TeleSign charges a monthly minimum of $100.

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What forms of payment are accepted?

All clients using under $500 per month will be required to put a credit card on file when the account is activated. TeleSign accepts payment via all major credit cards (Visa, American Express, Discover, and MasterCard), check, and PayPal.

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How can I pay my TeleSign bill?

TeleSign accepts all major credit cards and checks, and accepts terms for larger customers. To make payments, please log into TelePortal and click on the invoices. You will have the option of paying your bill there. Additionally, customers may set automatic payments. If you would prefer this option, please contact us at support@telesign.com and we will be able to assist you.

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Do I have to prepay to use the service?

No. TeleSign’s services are postpaid. You will be billed for your previous month’s usage on the first business day of the following month.

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When is my TeleSign bill due?

Your invoice will be sent out on the first week of each month. Payment is due within 30 days of the billing date.

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