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Issues with invalid of unsupported phone number from the API

  • October 24, 2022
  • 8 replies
  • 1154 views

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  • Problem Solver I
  • 11 replies

I’m using the latest stable API (version 2022-10-17) to create a profile and I’m running into issues with the phone number.  I understand it needs to be E.164 compliant which my numbers are, but I’m running into an issue with fake phone numbers. 

For example this phone number won’t work:
+14161112222

But this one will:
+14168902222

According to the E.164 guidelines both numbers should be correct.  Why is the first one failing for me?

The error response is:
"detail"=>"Invalid or unsupported phone number",
"source"=>{"pointer"=>"/data/attributes/phone_number"}

And I’m using the endpoint for create:
https://a.klaviyo.com/api/profiles/

 

Best answer by alex.hong

Hi @Chops ,

The first number is fake (hence why it's invalid). Do you also think the second one is also fake? I have checked and it's legitimate (hence why it's working). You can run them both through here: https://www.phonevalidator.com/results.aspx

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8 replies

alex.hong
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  • Klaviyo Alum
  • 1552 replies
  • October 25, 2022

Hi there @Chops ,

Welcome to the Community.

That is bizarre indeed. If both API calls are the same minus the phone number, there shouldn’t be a reason for one call to work vs the other. I will reach out to colleagues and see if there is anything to report on this.

 

Best,

Alex


alex.hong
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  • Klaviyo Alum
  • 1552 replies
  • Answer
  • October 25, 2022

Hi @Chops ,

The first number is fake (hence why it's invalid). Do you also think the second one is also fake? I have checked and it's legitimate (hence why it's working). You can run them both through here: https://www.phonevalidator.com/results.aspx


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  • Author
  • Problem Solver I
  • 11 replies
  • October 26, 2022

Thanks for the answer, we’ll probably have to wire up Twillo verification on phone inputs now.  Bit of a side-step for us in terms of our use case but it seems like there is no other option.  It should be noted in your docs though, saying E.164 compliant isn’t the whole picture.  It’s E.164 + a valid phone number.  It’s an extra cost to us so would be nice to know ahead of development.

Thanks.


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  • Contributor I
  • 1 reply
  • October 30, 2022

Same issue here. Our workaround it to just skip the phone number if we get an invalid error from Klaviyo. This was you don’t have to use Twillio to check the phone number validity @alex.hong since Klaviyo does it for you :)


seankerr
Contributor I
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  • Contributor I
  • 1 reply
  • November 2, 2022

I’m having the same issue with a valid phone number using the 2022-10-17 API endpoint.

Data in question

{
    'phone_number': '+1330219####'
}

Error response

{
    'id': '851832d9-38b1-403c-9833-d8e27def81df', 
    'status': 400, 
    'code': 'invalid', 
    'title': 'Invalid input.', 
    'detail': 'Invalid or unsupported phone number', 
    'source': {
        'pointer': '/data/attributes/phone_number'
    }, 
    'meta': {}
}

 


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  • Author
  • Problem Solver I
  • 11 replies
  • November 2, 2022

The error you’re seeing is because your phone number needs to be valid.  If you run the phone number through this validator does it come up as verified?  If so then you’ll need to reach out to Klaviyo. 

 

For our purposes right now we’re not going to import phone numbers.  The extra verification step isn’t worth it right now.


  • 0 replies
  • November 29, 2022

Hi,
I’m having the same issue with valid phone numbers checked on https://www.phonevalidator.com/

this is the error I got:

{"errors":[{"id":"ec3024fd-da00-490f-8c79-62eb7e0b6df3","status":400,"code":"invalid","title":"Invalid input.","detail":"Invalid or unsupported phone number","source":{"pointer":"/data/attributes/phone_number"},"meta":{}}]}

Can you please investigate if it’s something on Klavyo side? We tried several real phone number with or without phone prefix and no one was working.

Thanks


  • Contributor I
  • 1 reply
  • January 28, 2025

Any updates regarding of how to fix this issue , I am trying a legal valid US phone number and it give the error: 
Phone number is valid but is not in a supported region for this account. Please configure a sending number for this region