If you have issues with verifying your identity, see if any of the following tips might help.
- Your document may not be supported or may be expired
The document used for identity verification must be valid. We accept only certain types of documents that differ based on your country of origin. Learn more
- The quality of your camera or network connection may be insufficient
In our experience, you can achieve the best results with newer smartphones and mobile devices. You should also be able to successfully verify your identity if your laptop has a decent webcam. If your verification keeps failing due to poor image quality, try switching to another device, another network or another camera (for example the front camera on your smartphone). Also make sure that your room is properly lit and there is no strong background light.
- You may be using an unsupported browser
Our verification software works best with certain browsers, depending on the device you use. Learn more
- You may have not granted access to your camera and microphone
Once you open the verification webpage, you will be asked to grant access to your camera and microphone. Both of these permissions are necessary for the process to work properly. If you keep being re-prompted to grant access to your camera and microphone even after you have accepted all permissions, try clearing your cache and cookies.
- You may be receiving assistance from another person
Friendly assistance is one thing, coercion quite another (it happens more often than you think). When in doubt, we'll err on the side of caution and decline verification.
- You may be using an unstable or incompatible network
If your verification session ends abruptly after the first or second picture is taken, there might be an issue with your network connection. Try switching to a different network. For example, if you previously used a WiFi connection, try using your mobile data.