ID verification problems: troubleshooting

Why am I being asked to verify now?

Verification is required in two situations: when you transfer funds to your bank, and when you ship a higher-value item. The second one often comes as a surprise. You may have been buying and ripping for months without any issues, then get asked to verify the first time you ship something big.

Please note that cards are held with no time limit, so there's no rush on verification before shipping. Collectibles, though, are auto-sold-back after 72 hours, so if the value is high, you'll want to verify quickly if you want to ship those.

My ID verification keeps failing. What can I do?

This is often caused by photo quality, lighting, or document type. If you've tried multiple times without success, contact support. We can flag your account for manual review. Manual review typically takes anywhere from a few days up to one month depending on volume.

My camera won't open to scan my ID

Make sure you're on the latest version of the app and enable the camera permissions. If the issue persists on both, contact support with a screenshot of the error.

I don't have ID from the country I currently live in. Can I still verify?

Yes. We also accept a driver's license or passport. If you don't have either of these, contact our support team and let us know what documents you do have, and we'll help you find a way to verify.

Can I use another person’s ID to verify?

No. Verification needs to be completed with the account owner’s ID. If the names don’t match, please reach out to our support team and we’ll review your situation. Just keep in mind that we usually can’t approve verification when the owner of the ID doesn’t match the owner of the account.

Can I just email a photo of my ID instead of using the verification flow?

No. Verification must be completed through Plaid via the website or app, and support can’t manually verify an account from an emailed ID photo alone. If Plaid verification keeps failing despite multiple attempts, contact our support team so the account can be flagged for manual review.