Skip to main content
All CollectionsTechnical Issues
ID Verification Troubleshooting
ID Verification Troubleshooting

Tips for submitting your ID when creating your Acuity Insights account

Updated over a year ago

It can take up to 3 business days for us to complete the ID verification process. You are however able to reserve your Acuity Insights Assessments even if your ID verification is pending, but it must be verified to begin your Casper test. To prevent any issues, you should aim to create and verify your account at least 3 days prior to your desired Casper test date.

Please note that our team regularly reviews accounts with a pending ID verification status, so try not to worry if your ID has yet to be verified.

When submitting images of your ID, make sure that you are using the latest version of Chrome or Firefox. You can download the latest versions HERE.

Additionally, please ensure that the images:

  • Clearly show your photo, name, and date of birth

  • Are in colour

  • Are a high-quality image of the physical document - not a photocopy, scanned image, or photo of the document on a digital screen

  • Do not show excessive white space around the ID, nor cut off any information

  • Do not show holographic images or glare that may obscure your photo or important details

  • Are correctly oriented (i.e., not sideways or upside-down)

If your photos are not being accepted, sometimes changing the angle or lighting of the photo can help.

When it comes to your profile photo, please ensure the image:

  • Is only of you and does not contain other people

  • Is in colour

  • Is a high-quality image of yourself taken in the moment - not an older photo, a photocopy, scanned image, or photo of an image on a digital screen

  • Is correctly oriented (i.e., not sideways or upside-down)

  • Does not have a distracting background

You are able to submit your ID and profile photo by uploading images from your computer, or through a link sent to your mobile device. If you experience issues with one method, please try the other. You can also try using your webcam to take a photo if you have difficulty with the mobile method.

If you do not possess a government-issued photo ID that displays your full name, date of birth, and photo (such as a driver’s licence or passport), you may instead submit a different piece of ID along with a birth certificate (together in one image). Please ensure that your full name, date of birth, and photo can be clearly read among the submitted documents.

If you continue to have issues with verifying your ID, then you will need to reach out to the Acuity Insights Team.

Did this answer your question?