What information should I provide for a phone validation investigation?

Overview

If a phone number is consistently returned as invalid or produces an unexpected result, DQE Support can investigate. To do so efficiently, the support team needs specific technical details. Providing these upfront avoids back-and-forth and speeds up resolution.

Required information

1. The phone number(s) in full, in E.164 format — including the international dialling prefix (e.g. +34612345678). Provide at least 3–5 examples if the issue affects multiple numbers.
2. The country — the country the number belongs to.
3. The DQE response you received — copy the full API response, including the IdError, Status, and any other fields returned. Do not summarise — paste the raw response.
4. The DQE endpoint you are calling — for example: ValidatePhoneMob, ProcessPhoneFlow, phonelookup. Include the full URL if possible.
5. The environment — production, UAT, or development. Include the server URL (e.g. https://ws2.capency.com:5385).
6. When the issue started — date and time (with timezone). If the number has never worked, state that.
7. Confirmation the number is active — can the number be reached when dialled? Has it received calls or SMS recently?

Optional but helpful

• The operator or carrier associated with the number, if known.
• Whether the number was working previously and recently stopped being validated.
• The volume of affected numbers (is it one specific number, a range, or a country-wide issue?).

How to submit

Open a support ticket at helpcenter.dqe.tech with the subject line: [Phone] Unexpected validation result — [Country] — [Number].

DQE Support will confirm whether the issue is a database gap, a licence configuration, or a known behaviour — and provide a resolution or timeline.