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Why is my account verification failing or stuck? Common causes and how to fix each one

A consolidated troubleshooting guide covering the most common account verification failures: document/photo issues, SMS/OTP delivery, identity mismatches, phone number problems, and duplicate accounts.

Why is my account verification failing or stuck? Common causes and how to fix each one

Account verification can fail or stall for several different reasons. Find the issue closest to what you're experiencing below for the specific fix.

1. My ID photo or document keeps getting rejected

This is usually caused by one of the following:

  • Using someone else ID which clearly mismatch the name under Spinpals account

  • Saved or screenshot image — SpinPals requires a freshly taken photo of your physical ID, not a scan or a previously saved image.

  • Blurry, glare, or cropped photo — ensure the photo is in focus, avoid flash, and make sure all four corners of the document are visible.

  • Tampered or altered ID — the ID must be unaltered and match official government-issued designs.

  • Expired ID — the document must have a valid, unexpired date.

What to submit: a driver's license (recommended), passport, or government-issued ID card, showing your full name, current residential address, and date of issue. Front and back images must be from the same ID, in PDF, JPEG, JPG, or PNG format, under 25MB. You'll also need a clear, straight-on selfie with your entire face in frame and no filters.

To retry: review the guidelines above, take a fresh photo of the physical document, confirm your name, address, and contact number match what's on the ID, then resubmit via Account > Verifications.

2. I'm not receiving my SMS/OTP verification code

Try these steps in order:

  1. Check your mobile network connection — poor signal can delay or block OTP delivery.

  2. Double-check the phone number registered to your account is correct.

  3. Wait a few minutes, then tap "Request new code" to resend.

  4. Check your phone's message filters or carrier settings to make sure OTP messages aren't being blocked or sent to spam.

  5. If you still can't get the code via SMS, you may try it again after a few hours.

  6. If none of this works, contact Customer Support.

3. My identity information doesn't match my documents

Verification fails when the name, date of birth, or address you submitted don't match the ID you provided. Make sure the ID you submit matches the details already on your account exactly. If your account has an incorrect birthdate, you need to reach out to our Support Team for assistance by going to our Get Help section.

4. My phone number isn't accepted, or codes go to the wrong number

SpinPals does not accept virtual numbers (e.g. TextNow, Google Voice), VOIP numbers, or prepaid carrier numbers for verification — these frequently fail to receive SMS reliably. The phone number on your account must be a regular mobile number that you own and that can reliably receive SMS.

If you need to use a number that isn't registered in your name (e.g. a family plan under someone else's name), you'll need to provide additional proof of ownership: a government-issued ID of the number's owner, a selfie of the owner holding that ID with a dated note, and documentation showing you're authorized to use the number.

5. My phone number on file doesn't match between SpinPals and Aeropay (during redemption)

Aeropay is SpinPals' payment processor for redemptions. If a redemption verification code goes to an old or unfamiliar phone number, or codes mention an email you don't recognize, Aeropay's records are out of sync with your current contact details. SpinPals cannot update Aeropay's records directly — you'll need to:

Rease reach out directly to Aeropay at support@aeropay.com. For the fastest response, please copy and paste the template below into your email and fill in your details:
​
​Email Template to Aeropay Support
​
Subject: Assistance Needed With My Aeropay Account
​
Hi Aeropay Support Team,
​
I’m reaching out for help regarding an issue with my Aeropay account. Below is my information:
​
• First & Last Name:
• Phone Number Used for Aeropay:
• Email Address Used for Aeropay:
• Type of Issue: (bank connection, withdrawal/redemption, deposit/pay-in, or other)
• Bank Name:
• Brief Summary of the Issue:
​
Please be reminded that Aeropay support will respond to your inquiry as soon as possible or anytime within 24-48 working/ business hours.
​
Once updated, you may try again to process your redemption.

Redemption codes are sent only via SMS to the phone number Aeropay has on file — this cannot be changed to email. If the issue remains unresolved 48 hours after contacting Aeropay, keep a screenshot of your outreach (with date and time) and use it to escalate with Aeropay Support.

6. My account was flagged or deactivated as a duplicate

SpinPals allows only one account per person. If the system detects multiple accounts linked to the same name, address, or other personal information, it may deactivate the duplicate(s) and reject verification or cancel a pending redemption on the affected account.

  • Only your original, main account can be verified and used — duplicate accounts cannot be separately verified.

  • Creating a new account after a prior account was self-excluded or permanently closed is against policy and may result in suspension of the new account too.

  • Funds in a deactivated duplicate account are not recoverable, and SpinPals does not reinstate forfeited funds from closed or duplicate accounts.

  • If you believe your account was flagged in error, contact Customer Support for a manual review.

If none of the steps above resolve your issue, contact Customer Support — SpinPals does not offer manual override of automated ID checks, but a support review can help with account-specific cases like incorrect duplicate flags or unresolved Aeropay sync issues.

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