Why isn't my Facial/Photo verification working?

First, geolocation must be enabled. Then review the guide

 we’ve created to help you take the best pictures.

Most photo verifications fail due to bad picture quality.

  • Complete the process in a bright environment and use a phone with a good camera.
  • If you're using an Android, ensure a proper auto focus.
  • Enable or disable your flash according to the surrounding light (only with Android)
  • Take your selfie with your id document at eye level (the camera and your document should be at the same height as your eyes).
  • Make sure you’re the only person in the photo.

Check your document.

  • We only accept photos of your original ID (photocopies or screenshots are not permitted).
  • Keep your document on a flat surface and make sure your document is fully visible and the information on it is readable.
  • We only accept national IDs and passports.
  • Make sure your document isn't damaged in any way.

If you take a picture of your ID and a selfie and the first attempt doesn’t go through, you can just start over again.

Customer support is available Monday - Friday, 9 am - 6 pm (CST).