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. If you start on a desktop computer, you'll see a QR code to continue on your phone.

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

• Center your face in the frame and hold still — the check completes automatically

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 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.

If the screen seems stuck:

• Check your internet connection

• Make sure your whole face is in frame with good lighting

• Refresh the page and try again

If you've tried several times and still can't get verified, contact our support team. After repeated attempts you may be asked to wait a little while before trying again.