Hiya Business Suite allows you to access a collection of voice performance, and security solutions, such as Hiya Registration and Hiya Branded Call, via a web console. To get started registering your business numbers or add branded calling to your business numbers, you’ll first need to create your account. Use these FAQs to troubleshoot common questions in the sign up process for all Hiya business products, some common questions are related to business verification, user verification, fees, etc.
Why am I receiving an error when I enter my email address?
A Hiya account is available for employees of businesses to create an account for their own business/employer. Please provide an email address that’s:
- A business email address using your business domain. For example, John Doe from Hiya, Inc. is creating an account and his email address is john.doe@hiya.com
- Not an email address using public email services, for example Gmail, Outlook, etc.
- An email address that’s associated with your business inbox versus a group inbox. For example, info@hiya.com will create an error compared to john.doe@hiya.com
- Finally the business email address is associated with your business (see more in the next question)
If you are seeing an error when you have entered your email address, it’s very likely that your email address does qualify based on the above guideline.
Why am I receiving this error message: “Please enter a valid email address from the domain above”?
A Hiya account is available for employees of businesses to create an account for their own business/employer. As a check for this, Hiya will confirm that the website URL of the business and the domain of the user’s email address (after the ‘@’ sign) are the same. If these values do not match, please ensure you have correctly entered the business website URL and the email address.
If your business uses a significantly different domain name for company email than is used for the company website (for example, a different subdivision, a former business name, etc.) then the request to create an account may be declined. Please confirm you meet the requirements of:
- You are an employee of the business you are attempting to create an account for
- You will be registering or branding phone numbers directly used by your business/employer
If so, you may reach out to Hiya for assistance.
What business information do I need to sign up for a Hiya account? And why are they required?
Only legitimate businesses can create a Hiya account, and businesses can only be registered by a representative of the business. As part of the sign up process for a new business, Hiya will collect information with the sole purpose of identifying the business and confirming its legal status. This information includes:
- Business name(s) including DBA
- Physical address of headquarters
- Data Universal Numbering System (DUNS) number, if known (optional but highly recommended)
Hiya will confirm the accuracy of the information provided, and will contact the user if there are any issues to be addressed. Often, this verification will be completed within a matter of seconds.
Is the DUNS number of my business required to create an account?
Provided by Dun & Bradstreet, the Data Universal Numbering System (DUNS) number is a unique nine-digit identifier for businesses that is associated with a business’s identity. A DUNS number is available for free for any company in any country. To find your business DUNS number or to check whether your business record exists on DUNS, please visit https://www.dnb.com/.
Entering a DUNS number is highly recommended, as it can speed up the business verification process. However, it is not required to provide this number, as Hiya will attempt to locate your business record within the DUNS system based on other information you provided, such as your business name and address. Therefore, a DUNS record for the business must exist in order to proceed with creating a Hiya account, even when a DUNS number is not required.
What happens if the matching records from DUNS do not match 100% with my business information?
Often, the DUNS check will find more than one possible match to the business information provided. These matches will be shown and the user can choose which business record is the best one for their company.
Often these records will not exactly match current business information. DUNS records may have an outdated physical address, for example. Please review the choices and if one matches any current OR former business record, select it to continue. We also recommend keeping your business DUNS record up-to-date with your latest business information by visiting https://www.dnb.com/.
What if no matches are found from the DUNS record?
If no matches could be found or no matches align with your business, there are two common reasons:
- The business information has changed too much to find a match
- The business has no DUNS record
If you believe you already have a DUNS number, you can look it up at https://www.dnb.com/duns/duns-lookup.html. This can be a good opportunity to update your DUNS record with your latest company name, address, and website URL. Once updated, you can log back in to your Hiya account and resume creating your account.
In many countries, a DUNS number is automatically generated when a business incorporates. However, in some countries including the United States and Canada, a business must request a DUNS number for free. If you do not have a DUNS number, learn how to get a DUNS number at https://www.dnb.com/duns/get-a-duns.html. Once completed, log back in to your Hiya account and resume creating your account.
Why am I seeing a message: “Your business could not be verified” in the web console?
To prevent individuals from creating a Hiya account for businesses that are not their employer, Hiya must confirm that the user is an employee of that business. This is accomplished by comparing the website URL of the business and the domain of the user’s email address (after the ‘@’ sign). It also compares the URL provided for the business with the website on file in the DUNS record.
If you encounter an error, please confirm that the latest information for your business is on file in your DUNS business record.
Why am I seeing a message: “You are not eligible for Hiya Registration” in the web console?
During the registration process, you will be asked to confirm if you are an employee of the business being registered, and if the intention is to register phone numbers that are used by that business. This means:
- Your business directly leases the phone numbers to be registered
- Your business is involved in the origination of phone calls using those numbers
If these are not both true (for example, you are providing registration services for other companies), unfortunately Hiya Registration is not available. Please ask the business to directly register with Hiya. (They may be able to add you as an additional user after registration is complete).
Please note registration is allowed for businesses that place phone calls on behalf of other businesses (example: lead generation services and BPOs), as long as the registering business is directly involved in leasing the phone numbers and placing the calls.
I have some questions/issues related to payment. How can I learn more?
To ensure your payments are processed securely and reliably, we've partnered with Stripe, a leading payment processing platform. They handle all of our payment transactions, keeping your information safe. If you have any questions regarding the security of your payment information, how your card is charged, accepted payment methods, or anything else payment-related, please refer to Stripe's detailed FAQ page.
What is the one-time fee? Why do I have to pay?
To ensure we maintain a secure and trusted platform for all users, a one-time account setup fee is applied to your account. This fee helps us cover the costs of verifying your business and ensuring compliance with our terms of service. It also supports our efforts to prevent fraudulent activity and maintain a high-quality user experience. This fee is non-refundable, and your account will be activated once processed and Hiya approved.
How does Pay-as-you-go subscription services work?
We offer a flexible pay-as-you-go subscription service that allows you to only pay for what you use. Here's how it works:
- Usage-based billing: You are billed monthly based on the number of calls we brand on your behalf.
- No commitment: No long-term contracts or commitments are required.
- Start and stop anytime: You have complete control over your subscription. You can activate or cancel your subscription at any time.
- Automatic renewal: Your subscription will automatically renew each month until you cancel it. This ensures uninterrupted service and hassle-free billing.
If you have further questions after reading this guide, please submit your question to our product support team here.