Overview

Persona offers customer support throughout the onboarding process as well as ongoing support. The level of support and mechanisms of support vary depending on the plan that your organization is on.

Please refer to pricing for further detail.

Reaching out to the Support team

For issues about a specific Verification or Inquiry

To report extraction errors, suspected fraud, or any other issues related to an Inquiry, use the "Report issue" button within any Inquiry in a Production environment. This will help provide the team with the necessary context to support your issue.

For more general implementation or solution issues

If you're in the Persona Dashboard:

1. Go to Contact Us page
2. Follow the steps and fill in the form to submit an issue to the Support team

If you're in the Help Center

1. Make sure that you are logged into the Persona Dashboard
2. Click "Submit a Request" under Get Help Now
3. Follow the steps and fill in the form to submit an issue to the Support team

For businesses trialing or considering Persona

Persona is not able to offer guaranteed support for businesses exploring or trialing the platform or it's products. We encourage you to explore the Dashboard, make use of the Help Center, and strongly recommend the "Ask AI" chat support offered in the bottom right of your Persona Dashboard. For businesses working with the Persona Sales team to evaluate a solution, your point of contact is also a valuable resource for whom you can talk to.

For businesses in the Persona Startup Program (fka Starter Plan)

Persona is not able to offer guaranteed support for businesses on the Persona Startup Program. Refer to the Platform Terms of Service for additional detail.

Businesses in the program are encouraged to utilize the Solutions Library available in the Dashboard Homepage, use the Help Center, review lessons in the Academy, and are strongly recommended to use the "Ask AI" chat support offered in the bottom right of your Persona Dashboard. Additionally, most Admins for organizations in the program, are beta access members of the Persona Community. This grants access to an exclusive Slack workspace where Persona product managers and experts as well as other customers of Persona are available to help and learn from one another.

For end users

Persona only handles the identity verification portion of the flow you just went through. For questions about the verification process, please contact the organization that directed you to the Persona flow.

We have put together some general resources that may apply to the flow you went through, but ultimately the organization that directed you through the flow owns how the configuration for how the identity verification flow works and will be able to provide your more tailored support according to their businesses processes.