> Canonical source: [https://citaflow.com/en/help/faq/voice-line-activation/](https://citaflow.com/en/help/faq/voice-line-activation/)

Voice & AI

# How is the voice receptionist's line activated, and what if my documents are rejected?

Updated October 26, 2026 1 min read

After purchasing the “AI Voice module”, the “Voice Setup” screen guides you through two steps: regulatory verification, if your country requires it, and getting your number.

## 1. Regulatory verification

In many countries the rules require verifying the holder before a number is assigned. The “Regulatory Verification” card tells you which case applies to you:

- **You complete it**: click “Complete”, fill in your business details and upload the documents.

- **We handle it with you**: we tell you which documents we’ll ask for.

- **Not needed**: you go straight to the number.

Until verification is complete, you can’t request the number.

## 2. Your number

In “Get Your Phone Number” you choose “Port My Number”, to keep the one you already have, or “Request New”. A person reviews each request: “Check Number Status” tells you whether it’s active yet.

## How long it takes

It depends on your country and on whether you port your number or request a new one. The screen shows the estimated time for your case, and we email you when the verification is approved.

## If your documents are rejected

1. You receive an email with the reason for the rejection and a checklist.

2. Check above all that the details you entered match the documents exactly, that they’re legible and that they’re valid. The proof of address has to be recent.

3. Click “Volver a intentar” (try again) in the email: it takes you to the verification wizard to fix it and send it again.

If it’s rejected again, write to us from Settings → Support.

## Still need help?

Our support team is ready to help you.

[Send Email](https://citaflow.com/en/help/faq/voice-line-activation/#contacto) [Go to Dashboard](https://admin.citaflow.com/)