If you’re having trouble verifying your identity, we’re here to help. Here are the most common issues and how to resolve them:
- Your ID was not accepted
Make sure:
- Your ID is valid (not expired or damaged)
- The photo is clear, not blurry or cropped and captured in good lighting
- All details are visible and match the information you provided
We currently accept government-issued IDs such as passports, driver’s licenses, or national IDs.
- Your selfie couldn’t be verified
- Take the selfie in good lighting
- Make sure your face is fully visible with no hats, sunglasses, or filters
- Take a new selfie and don't use old photos or pictures of your ID document
Your selfie helps us confirm that you’re the person in the ID, so it needs to be taken live.
- You were asked to try again
Sometimes, we need a little more information to complete verification. If you’re asked to re-submit your ID or selfie, follow the steps in the app carefully.
Need more help? If you've tried the steps above and still can't get verified, our support team is available 24/7 through in-app chat.