Troubleshooting verification

Most verification issues are caused by lighting or camera positioning. Verification must be completed on a mobile device.

Lighting:

• Move near a window (daytime)

• Turn on overhead lights

• Use multiple light sources

• Avoid backlighting (light behind you)

Camera positioning:

• Hold your phone at eye level

• Keep entire face in frame

• Look directly at the camera

• Stay still during capture

Remove obstructions:

• Take off hats, sunglasses, masks

• Move hair away from face

• Don't cover face with hands

Technical issues:

• Check camera permissions in your phone's settings

• Close other apps using your camera

• Try a different browser (on iPhone/iPad, use Safari)

• Check internet connection

Don't use filters or camera effects. Must be your actual face (not a photo of a photo).

If you continue having issues after trying these steps, our support team will be automatically notified to help.