When entering an address into our portal, we perform different validations on the address you provide.  Because an address can be used in different ways, we may have to validate that the address can be used for mail or package delivery, for establishing tax jurisdiction, or for supporting emergency calls on your communication services.  When these validations fail, it can be the result of incorrect address information, missing address records in the validation process, or sometimes errors in the process itself.

If an address fails validation, perform the steps below:

  1. Check the address that you’re using. These are the most common reasons for addresses failing validation:
    • Ensure that the address information you’re submitting is correct and complete.  It’s not uncommon that there are errors in the address (typo or mistaken information), which causes failure.
      • Besides simple missing digits in a street number, or missing suite or apartment numbers, it’s common for pre and post directional information (i.e. – “S”, “N”, “-A”) to be missed.
    • Check to see if the address you’re using receives mail through direct mail delivery, or if their mail is delivered to a PO Box, or consolidated address for a site. Examples:
      • Some buildings may have been divided for use by sub-tenants, but mail is still delivered to the primary building address (consolidated)
      • Some locations on a rural route may receive mail at a central bank of mail boxes (“long houses” or “rural mail stop”)
      • Some small towns post office holds the mail for pickup by businesses/residences, and have not entered all local addresses into the postal database
    • Check if the address is new construction, or if it has recently been subdivided.
    • –°heck the address using the local mail carrier’s address lookup services to ensure the information you’re using is a recognized address. Address validation services typically use address data provided by the mail carrier, so the mail carrier’s version of the address can help identify the source of any issue.
      • USPS
        Note: Not all addresses shown when performing a USPS lookup are considered valid addresses – Only addresses with a “DPV Indicator” value of “Y” are recognized as valid.  Other DPV values indicate an address record which is incomplete, or invalid for mail delivery
      • Canada Post
  2. Follow the instructions below to fix common issues:
    • Errors in the address:
      • If there was a typo or error in the address, you should be able to resubmit the information without further issues
      • Common formatting issues:
        • Abbreviations: Validation may fail if pre or post directional information does not match the format established by the postal carrier.  Usually “North”, “South”, etc., should be entered as “N”, “S”, “SE”, etc.
    • Address does not receive direct mail delivery: addresses which are not supported by postal mail delivery cannot be used for some account setup activity.  For these situations the following actions are recommended:
      • Location receives mail via PO Box delivery
        • Please contact support and provide the physical address where the services will be used, and request that the address be validated for 911 service.
        • If 911 service is supported at that location, then Support can have the address approved for use as a service address (whitelisted).
        • Once the physical address is whitelisted in our system, the address can be used for physical shipments, location address for use of services, and other related activity.
    • Location receives mail at a consolidated address:
      • Please contact support and provide the physical address where the services will be used, and request that the address be validated for 911 service.
      • If 911 service is supported at that location, then Support can have the address approved for use as a service address (whitelisted).
      • Once the physical address is whitelisted in our system, the address can be used for physical shipments, location address for use of services, and other related activity.
    • New Construction:
      • Newly constructed sites can take some time to populate throughout the different databases used for address validation services. Often this process completes within a few weeks of the postal office being notified of the changes.
      • If possible, please provide some time for the address to be recognized. This will ensure that external service providers (delivery services, 911 provisioning) will also be able to use the address.
      • If necessary, you can contact the Support team to have the address validated for 911 service, and have the address approved for use (whitelisted). Please note that if the address is not yet externally recognized, there may be additional delays in getting the address approved for use.
  3. Contact the Support Team. There are times when the address information used by our external providers, or our processes may have a hiccup. If the items above do not resolve your issue, please contact the Support team for assistance.