Preparing your ID photo
- Photograph a valid original passport, driver’s license, national ID or green card. Screenshots and photocopies are not suitable.
- Use evenly lit surroundings and keep every edge of the document visible. Avoid glare and shadows.
- Wipe the camera lens, remove any case causing shadows and use the normal camera setting rather than portrait mode.
Fixing verification problems
- For an unclear image, hold the phone steady and tap the screen to focus before taking another photo. Adjust the angle or lighting to reduce reflections.
- Check that your account name agrees with your ID. If address evidence is requested, provide a recent official document matching your account.
- For upload problems, check connectivity, try Wi-Fi and close other apps. Use a camera photo in JPG or PNG format.
After trying again
Reply to the email containing your verification link, whether the attempt succeeds or fails. The team can complete verification or help resolve the problem.