Have you paid for your order, but the identity check isn't working? Don't worry: we have received your payment. One of these tips usually solves it quickly.
The camera or selfie doesn't work on your phone
For example, there's no record button, the camera doesn't start or the screen stays black.
Allow your browser to use your camera.
Update your browser or phone to the latest version.
Close the page and open the link again.
Make sure you have good lighting.
You want to use a different phone
For example, one belonging to someone nearby. Open the link on your laptop or computer and scan the QR code with that phone. Or enter that phone's number and the link will be sent there by text message.
You can't take a photo yourself
Ask someone around you to help with the photos of your ID and the selfie.
You're on a laptop or computer
You'll first see a QR code. Scan it with your phone, enter your phone number to get a link by text message, or click "Continue with your current device" at the bottom of the Veriff screen. Use your phone if you can: webcam photos are rejected more often, because the text and holograms on your ID become blurry. More info: Can I do the identity check on my laptop?
Never pay again
Does a screen ask you to pay again? Don't. You never need to pay again for the identity check.
Still not working?
You can't request a new link yourself; we'll send it to you. Email [email protected] or use our contact page and include:
the email address you ordered with;
your order number;
(optional) a short description or screenshot of what's going wrong.