Support FAQ

What to do if you are having trouble completing ID verification

In order to complete account recovery, your ID must be uploaded by you into our system by webcam, along with a photo of your face (a.k.a. a "selfie").

Please note: this process cannot be completed using the mobile app. You will need to complete this process using a browser.

Here are a few more tips that may help:

  • Take the pictures in a well-lit area. Natural light works best. 

  • Avoid glare by turning off your camera’s flash and using indirect light. 

  • Ensure your browser has permission to access the camera you’re using. 

  • Use an up-to-date version of the Chrome browser. 

  • Clear your browser cache, restart the browser, and try again. 

  • Make sure the app you use to take the pictures does not add any extra designs or watermarks. 

  • Make sure all the information on the ID is visible. If any portion of it is covered or cut off, we will not be able to verify it. 

  • Wait 30 minutes between attempts. 

If you have followed all these tips and your ID still can’t be verified, please visit our contact us page.  

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