Verify Your Phone Number

Phone verification is required to use RoadL services. This security measure protects your account and enables important appointment communications.

Why Phone Verification is Required

Phone verification ensures:

Security:

• ✅ Confirms account ownership
• ✅ Prevents unauthorized access
• ✅ Enables account recovery
• ✅ Two-factor authentication

Communication:

• ✅ Appointment reminders via SMS
• ✅ Provider coordination
• ✅ Emergency contact capability
• ✅ Real-time status updates

Service Access:

• ✅ Required to schedule visits
• ✅ Provider communication
• ✅ Urgent care coordination
• ✅ Emergency notifications

When Verification is Required

You must verify your phone:

During Onboarding:

• Initial account setup
• Profile completion
• Before first visit booking

When Changing Number:

• Updating phone in profile
• New device setup
• Switching carriers

Periodically:

• Every 6 months for security
• After suspicious activity
• When prompted by app

How Phone Verification Works

Step-by-Step Process

1. Enter Your Phone Number

   • Go to My Profile
   • Tap Phone Number
   • Enter your mobile number
   • Include area code (no country code needed for US)
   • Format: (555) 123-4567

2. Request Verification Code

   • Tap Send Code
   • OTP (One-Time Password) sent via SMS
   • Code arrives within 1-2 minutes

3. Enter Verification Code

   • Check your text messages
   • Enter the 6-digit code
   • Code format: 123456
   • Tap Verify

4. Confirmation

   • ✅ Phone number verified
   • ✅ Green checkmark appears
   • ✅ Can now schedule visits
   • ✅ SMS notifications enabled

Troubleshooting Verification

Code Not Received

Wait 2-3 minutes first - Carrier delays can occur

If still not received:

Check these:

1. Phone number correct?

   • Verify you entered the right number
   • Include area code
   • No typos in number

2. SMS enabled?

   • Check your phone can receive texts
   • Not blocked by spam filter
   • Carrier SMS service active

3. Signal strength?

   • Good cellular connection
   • Not in airplane mode
   • SMS messages not blocked

4. Try resending:

   • Tap Resend Code
   • Wait another 2-3 minutes
   • Check spam/blocked messages

Code Expired

Verification codes expire after 10 minutes.

If expired:

1. Don't try to use old code
2. Tap Resend Code
3. New code sent immediately
4. Enter new code within 10 minutes

Code Not Working

If code rejected:

Common issues:

• Entering spaces (remove all spaces)
• Wrong code (double-check SMS)
• Expired code (request new one)
• Copy/paste errors (type manually)

Solutions:

1. Type code manually (don't copy/paste)
2. Use only the 6-digit numbers
3. No spaces or dashes
4. Request new code if needed

Multiple Failed Attempts

After 3 failed verification attempts:

Account temporarily locked (15 minutes)

• Prevents brute-force attacks
• Protects your account
• Automatically unlocks after 15 min

What to do:

1. Wait 15 minutes
2. Try again with new code
3. If still failing, contact support: (833) 762-3555

International Phone Numbers

US Numbers Only

Currently supported:

• ✅ US mobile numbers
• ✅ All US carriers (Verizon, AT&T, T-Mobile, etc.)
• ✅ US area codes only

Not currently supported:

• ❌ International numbers
• ❌ Country codes other than +1
• ❌ Non-US carriers

If you have international number:

• Use US-based number for verification
• Contact support for assistance: (833) 762-3555

Landline vs. Mobile Numbers

Mobile Numbers Required

Must be mobile (cellular) number:

• Receives SMS text messages
• Used for appointment communication
• Real-time notifications
• Provider contact

Cannot use:

• ❌ Landline phones
• ❌ VoIP numbers (some restrictions)
• ❌ Numbers that can't receive SMS

VoIP Services

Some VoIP/internet phone services work:

• Google Voice (supported)
• TextNow (may work)
• Other apps (varies)

If verification fails with VoIP:

• Try traditional carrier number
• Contact support for alternatives

Changing Your Phone Number

Update Process

1. Go to My Profile
2. Tap Phone Number
3. Tap Edit
4. Enter new phone number
5. Tap Send Verification Code
6. Check new phone for code
7. Enter code to verify
8. New number saved

Important Notes

Old number deactivated:

• No longer receives notifications
• Cannot be used for verification
• Account tied to new number only

Keep access to old number:

• Verify new number before losing access to old
• If switching carriers, verify before porting
• Old SMS goes to old number during switch

Verification Status

Check Your Status

See if your phone is verified:

1. Go to My Profile
2. Look at Phone Number field
3. Status indicators:
   • ✅ Green checkmark - Verified
   • ⚠️ Yellow warning - Verification needed
   • ❌ Red X - Not verified

Re-Verification

Sometimes re-verification required:

Reasons:

• Security review
• 6-month periodic check
• Phone number change detected
• Suspicious activity

Process:

• Same as initial verification
• New code sent
• Quick and easy
• No impact on scheduled appointments

Privacy and Security

How We Use Your Number

Your phone number is used for:

Account Security:

• Identity verification
• Account recovery
• Login confirmation
• Fraud prevention

Service Communication:

• Appointment reminders
• Status updates
• Provider coordination
• Emergency contact

What we DON'T do:

• ❌ Sell your number
• ❌ Share with third parties
• ❌ Marketing without permission
• ❌ Spam calls or texts

SMS Message Frequency

What to expect:

• Verification codes (as requested)
• Appointment reminders (per your settings)
• Critical updates (cancellations, emergencies)
• Average: 2-5 messages per appointment

Message rates:

• Standard SMS rates apply
• Charges from your carrier
• No RoadL fees for messages

Opting Out of SMS

Cannot opt out of:

• Verification codes (required)
• Critical appointment updates

Can opt out of:

• Reminder texts
• Promotional messages
• Non-critical notifications

How to manage:

1. Go to Settings
2. Tap Notifications
3. Toggle SMS options
4. Or text STOP to opt out (reply STOP to any RoadL SMS)

Verification for Family Members

Adding Family Members

Each family member needs phone verification:

Options:

1. Use same number:

   • Your verified number for all family
   • You receive all notifications
   • Simplest option

2. Separate numbers:

   • Each family member's own phone
   • Individual notifications
   • Better for teens/adults

Child Accounts

For children under 18:

• Parent/guardian phone used
• Parent receives notifications
• No separate verification needed

Account Recovery

Forgotten Password

Your verified phone enables recovery:

1. Tap Forgot Password on login
2. Enter email or phone number
3. Receive recovery code via SMS
4. Enter code to reset password

Without verified phone:

• Recovery more difficult
• Must contact support
• Identity verification required
• Can take 24-48 hours

Support for Verification Issues

When to Contact Support

Contact us if:

• ❌ Code never arrives (after multiple attempts)
• ❌ Phone number can't be verified
• ❌ International number needed
• ❌ Lost access to verified number
• ❌ Account locked after failed attempts

What We Can Do

Support can:

• ✅ Manually verify your number
• ✅ Investigate delivery issues
• ✅ Help with carrier problems
• ✅ Provide alternatives
• ✅ Reset verification attempts

Best Practices

For smooth verification:

1. Use primary mobile number

   • Number you always have access to
   • Strong carrier signal
   • SMS enabled

2. Verify during setup

   • Don't skip verification
   • Complete before booking visits
   • Avoid delays later

3. Keep number current

   • Update if you change numbers
   • Verify new number immediately
   • Don't lose access to old number first

4. Save verification status

   • Check for green checkmark
   • Ensure verification complete
   • Don't ignore warning messages

Need Help?

Contact our support team:

• Phone: (833) 762-3555 (24/7)
• In-App Chat: Tap the chat icon
• Email: Through the Contact Us page

For verification issues:

• Have your phone number ready
• Note any error messages
• Describe what's happening
• We can verify manually if needed

Healthcare in Real-Time™ - Secure verification for your peace of mind.