If you have chosen to use the Stora Identity ID verification as part of your check-in process, this article will help you familiarise yourself with the customer journey.
Customers complete this from within their account, i.e. the 'My Account' section at the top of the Stora storefront.
It is a guided, step-by-step process that the customer undertakes.
Customer identity process
Customers can access this process from their booking confirmation email or by logging into their Stora account (i.e., the 'My Account' section of the website). The process below shows the journey for a customer choosing the driving licence option.
Confirmation
When completed, the customer will receive a confirmation email, and Stora will update their account and their Contact page to show that they have completed the verification. If the check fails, this will also be reflected, and they will be asked to try again.
What to do if an identity check fails
Occasionally, customers have issues whereby the ID fails. Below is a list of common issues to check with the customer before they retry:
Ensure there is enough light without shadows being cast over the ID/Face.
Ensure photos are not blurry or taken from an angle.
Ensure the customer is looking straight at the camera and not taking a photo from any angle.
Check it's a valid ID, in-date and not a photocopy.
Check the customer has allowed access to their camera when prompted and that the phone's permissions are not blocking access.
Note: These articles from Stripe support may also help with troubleshooting any issues:
If you have further issues, send a message through the Stora chat.