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Step-by-Step Help If Your Identity Verification Fails

👋 Welcome to Woveo — Where Trust Builds Community

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Written by Woveo Support
Updated yesterday

At Woveo, your safety, security, and trust come first. If your verification failed, no worries. Let’s walk through what might have happened and how to fix it.

🔐 Why It Matters

For compliance and the protection of our community, At Woveo, your safety, security, and trust come first. That means we:

  • Verify every member as part of anti-fraud and anti-money laundering obligations

  • Use industry-grade tools to protect your identity and financial activity

  • Keep your data safe and never sell or share your personal info

If your verification failed, no worries. Let’s walk through what might have happened and how to fix it.

Common Verification Failure Points (And What To Do)

1. đŸ“± SMS Verification Failed

We use SMS (text messages) to confirm that you’re using a phone number you own. This step protects your account and ensures you’re the one signing up.

Why it might fail:

  • The phone number is incorrect or inactive

  • You didn’t receive or enter the verification code in time

Tips to fix it:

  • Double-check your phone number (area code too!)

  • Restart your phone and request the code again

  • Try turning airplane mode on and off

2. 📊 Data Source Verification Failed

We match your personal details (like name, DOB, and address) with trusted Canadian databases (e.g., tax filings or credit files). This is not a credit check.

Why it might fail:

  • Your name or address doesn’t match your records

  • Missing middle names or nicknames used instead of legal names

Tips to fix it:

  • Use your full legal name as it appears on your ID

  • Ensure your date of birth and address are accurate

  • Use the same address that appears on your government-issued ID

3. đŸȘȘ Documentary Verification Failed

This is when you upload your ID but we can’t verify it.

Why it might fail:

  • Blurry or dark photos

  • Expired ID

  • ID doesn’t show full name, DOB, or address

Tips to fix it:

  • Use a valid Canadian ID, ideally a driver’s license or provincial photo ID

  • Take the picture in bright, natural light

  • Lay the ID flat with no glare, and ensure it’s fully visible in the frame

  • Flip the ID if prompted to scan both sides

4. đŸ€ł Selfie Check Failed

This is how we confirm that the person in the ID is you—live and real.

Why it might fail:

  • Face partially covered or too far from the camera

  • Poor lighting or shadows

  • Movement during the capture

Tips to fix it:

  • Look directly into the camera

  • Avoid sunglasses, hats, or masks

  • Stand in front of a blank wall and use a well-lit room

  • Stay still and let the camera focus

5. 📛 Duplicate Profiles Detected

Woveo allows only one verified profile per member to ensure fairness and prevent misuse.

Why it might happen:

  • You accidentally registered more than once

  • You tried with multiple emails

  • You used a “throwaway” or spam email

Tips to fix it:

  • Always register with your primary personal email

  • Avoid creating duplicate accounts—this will delay your approval

  • If in doubt, contact support and we’ll help clean things up

6. 📋 Need to Confirm Details

In certain cases, we need to speak with you directly—usually if:

  • You are a Politically Exposed Person (PEP)

  • You lead a high-profile organization

  • There are concerns about the information submitted

What happens next?

  • You’ll receive an email requesting a call or additional documents

  • We’ll walk you through the next steps and confirm your profile manually

WE ARE HERE TO HELP

💬 Need a Hand?

If you’ve tried and are still having trouble, reach out. Our team is kind, responsive, and ready to help:

  • In-App Chat: 24/7

  • Phone: 1-800-892-0995

  • Escalation Option: After 2+ failed attempts, a manual review is available

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