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.
Finishing the verification flow and hearing back are two different things
Submitting your verification is the end of your part. What happens next belongs to the company that asked you to verify: they receive the result, decide what it means for your application or account, and decide when and how to tell you.
Why there can be a delay
The company may review the result themselves, may need to match it to your record in their own system, or may update accounts and send emails on their own schedule. None of that runs on a clock Persona sets or can see.
What you can do
- Check the email address and phone number you used, including spam and promotions folders.
- If the company gave you a reference number, keep it handy when you follow up.
- Give them the date and rough time you submitted. That is usually enough for them to find you.
When to reach out
Contact the company that asked you to verify rather than Persona support. They are the only ones who can look at your account, tell you where things stand, and move it along. Persona built the verification technology for them, so we cannot see or discuss an individual outcome, and we cannot promise a timeframe on their behalf.