ID Verification Troubleshooting

Why are my images not being accepted to verify my identity?

Images may be rejected if they are blurry, pixelated, too dark, have glare or reflections, or if important details on the document are not clearly visible. 

To improve the chances of successful verification make sure that:

• Your document is fully visible in the image.
• The photo is clear and in focus.
• All text on the document is readable.
• The image is taken in a well-lit environment.
• There is no glare, shadow, or obstruction covering any part of the document.
• When completing the selfie step, you use the device camera to perform the live scan. Photos of photos, screenshots, or images displayed on another device wont be accepted.

If your images continue to be rejected after several attempts, contact our support team for assistance.

I couldn’t complete the ID verification process due to a technical issue. What should I do?

If you experience a technical issue during the ID verification process, such as an app crash, page error, or an unexpected interruption, first try restarting the verification process. 

If the issue persists, please contact our support team for assistance.