Use your voice as your password with Voice ID FAQs

Voice ID is our biometrics system that uses your voice, with your consent, to help authenticate your account when you call Verizon.

We have 2 types of Voice ID. You may be offered one or both, based on your eligibility:

• Using a passphrase: Speak the passphrase "At Verizon, my voice is my password" to authenticate when you call Verizon.
• In the background: Voice ID identifies your voice and authenticates you while you're speaking with us.

When you call us, Voice ID compares your voice to the voiceprint stored on your account. Verizon encrypts your identity and Voice ID file before storing them. Learn how to create your voiceprint.

If you have an active Verizon Fios account, or are the Account Owner* or Account Manager* of a Verizon mobile account, you may be eligible for Voice ID. To have Voice ID:

• English must be the preferred language on the account.
• The account can't have a mandatory PIN.

Business and government accounts are not eligible for Voice ID. Additional exclusions may apply.

*Learn more about account roles.

If you've stored a Voice ID with your account, Verizon uses it to help verify your identity when you contact us and to facilitate our authentication processes.

We may also use a Voice ID for other uses described in our privacy policy including to:

• Help you with service and technical support issues and questions.
• Detect and prevent fraud.
• Help us improve and personalize your services.

We may develop additional uses for Voice ID in the future.

Yes, Voice ID is secure as it is used as part of Verizon’s multi-factor authentication system. Like fingerprints, voice prints are unique to each person. Voice ID analyzes over 140 factors against your voiceprint before securing your account.

When you enroll in Voice ID, your identity and voiceprint are encrypted before we store them.

Your voice print is saved on your account as long as you’re a Verizon customer unless you de-enroll from Voice ID. If you close your Verizon account, we delete your voiceprint after 6 months, unless we are required or permitted to keep it for longer by law.

When you call Verizon, we may ask if you'd like Voice ID on your account if you’re eligible.

If you're eligible, enroll by repeating a passphrase as instructed or while speaking to a Customer Service representative. Either way, we only enroll you with your consent.

Once enrolled, we’ll send you a notification by email, text, mail, or voice call when your Voice ID is created. Your voiceprint will be securely stored in your account.

Voice ID is an optional feature in our multi-factor authentication system. Verizon won't enroll you without your permission. If you choose Voice ID security for your account, you can still remove Voice ID and delete your voiceprint, anytime.

If you’ve chosen Voice ID protection for your account, you can de-enroll to permanently delete your voiceprint anytime.

To remove Voice ID:

• Log into your My Verizon mobile account or your My Verizon Fios (home) account.
• Go to your Account settings, then Security settings and disable Voice ID.

Note: If you’re a one Verizon ID customer (combined mobile and Fios log-ins) you may have a separate voiceprint for each account. If so, you can delete either voiceprint, or both.