Why Your Verification Might Not Have Gone Through
Sometimes verifications can run into a hiccup, and we know that can be frustrating. Here are the most common reasons why this might happen and how you can fix it:
Expired Documents – Make sure you’re using a valid, up-to-date U.S.-issued document. Expired IDs won’t pass verification.
Accepted Document Types – We can only accept government-issued ID cards, driver’s licenses, passports, and residence permits. Other document types aren’t supported, unfortunately.
Photo Quality – If your document photo or selfie was a little blurry, dark, or unclear, the system may ask you to try again. Clear, well-lit photos where all text and numbers are visible usually work best.
Condition of the Document – Damaged or hard-to-read IDs may be declined. Please make sure the document is in good condition and fully readable.
Selfie & Biometric Check – The tool checks to make sure a live selfie is taken. Using an old photo or a picture from another screen won’t work. Be sure to take a fresh, real-time photo following the instructions.
Multiple Accounts – If you’ve already created an account with us before, verification may not go through on a new one. Since only one account per person is allowed, our support team can help you with details related to your original account.
If you’re still having trouble, don’t worry, we’re here to help! Feel free to reach out to our live support team and we’ll guide you through the next steps.