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Having Trouble Verifying Your Identity? - Quick Guide

Hi there 👋 if you’re running into issues verifying your identity, don’t stress. We're happy to help.

Woveo Support avatar
Written by Woveo Support
Updated this week

Common Verification Steps & What Could Go Wrong

1. SMS Verification Failed

We send a code to your phone to confirm it’s you.

✅ Make sure your number is typed correctly and can receive texts.

✅ Try turning airplane mode on/off or restarting your phone.

2. Data Source Verification Failed

We check if your name, date of birth, and address match secure public databases (like tax or credit files).

📝 Double-check spelling, use your full legal name, and ensure your address matches your ID.

3. Documentary Verification Failed

This means your uploaded ID couldn’t be confirmed.

📷 Try retaking the photo:

  • Use natural light

  • No glare or blur

  • Valid Canadian government ID (preferably a driver’s license)

4. Selfie Check Failed

We need a clear selfie to match your face with your ID.

😎 Remove glasses, hats, or masks and try again with good lighting.

5. Duplicate Profiles Detected

Our system blocks multiple accounts per person.

🚫 Don’t create new accounts or fake emails—reach out to support instead.

6. Need to Confirm Details

Sometimes we need to speak with you directly—especially if you’re listed as a politically exposed person (PEP). We’ll reach out if that applies.


🛠️ Helpful Tips:

  • Be patient and follow the prompts carefully

  • Try verifying in a well-lit room

  • Always use your real legal name and address


📞 Still Stuck?

We’re here for you! Reach out anytime:

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