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.
Start with your connection
A loading screen that never finishes is usually a network problem. Make sure you have a stable internet connection, and try switching between Wi-Fi and mobile data to rule out an outage on one network.
Refresh and retry
Close the tab or app and reopen the verification link from where the business sent it. If you were mid-way through, be ready to start again: whether progress is saved depends on how the business set the flow up. See can I pause and resume verification?.
Disable blockers and delays
Browser extensions like ad blockers or privacy tools can stall a flow. See verification blocked by an ad blocker for how to check. Also make sure your device permits camera access and notifications, which the flow needs later.
If it still will not load
If the flow stays stuck, contact the business that asked you to verify. They can confirm whether the link is still valid and resend it if needed.