Troubleshooting verification

Most verification issues are caused by lighting or camera positioning. Verification must be completed on a mobile device using your front-facing camera.

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 your entire face in frame

• Look directly at the camera

• Follow the on-screen prompts for each position

Remove obstructions:

• Take off hats, sunglasses, masks

• Move hair away from face

• Don't cover your face with your hands

Technical issues:

• Check camera permissions in your phone's settings

• Close other apps using your camera

• Use Safari on iPhone or Chrome on Android

• Check your internet connection

• Try refreshing the page

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

Older devices Some older phones, particularly Android devices from before 2019, may not support the camera check. If you're getting an error on an older phone, try using a newer smartphone if you have access to one.

After 2 failed attempts, you can request a manual review where a real person will take a look. If you continue having issues, contact our support team.