This guide is for individuals going through a Persona-powered identity verification flow. While we’ve included helpful tips, the verification was set up by the business, service, or organization that asked you to verify. They use Persona as a tool, and they ultimately decide what’s required and can assist with your specific situation, if you’re having trouble.
Why the address matters
Some verification flows compare the address you type against the one on your ID. If you moved and your ID has not been updated, they will not match. A mismatch can cause a rejection even when everything else is correct.
What to check
- Did you move recently? Your ID may still show an old address.
- Did you abbreviate, like using “St.” instead of “Street” or omitting an apartment number? Where possible, type the address exactly as it appears on the document.
- Is the flow even comparing addresses? If not, a difference may be unrelated. See the message on the screen for the specific reason.
Fixing a mismatch
Where the flow allows, retype the address to match the document. If the document is outdated because you moved, you may need a newer document. Contact the business that asked you to verify to confirm what they accept.