Identity verification didn’t go through — what to do

If your identity check doesn’t pass, you’ll see "Verification was unsuccessful" with the option to try again. Most failures come down to a blurry photo, an expired or damaged document, or a country mismatch.

Common reasons it fails

• The document is expired, damaged, or hard to read.
• The photo or selfie is blurry or poorly lit.
• The document country doesn’t match your personal address.

Try again

1. On the unsuccessful screen, click Try again.
2. Confirm "Start a new verification?" — this creates a fresh session.
3. Make sure your document is valid and you have a smartphone ready, then complete the steps.