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.
The same mistake usually repeats
When verification fails more than once, the same thing is usually the cause each time. Check the details you entered against the document you are showing. A name that does not match the ID, an old address, or a document that is expired will fail again until the entry matches the document.
Photo and scan quality
A blurry photo, glare on the ID, or a selfie taken in bad light fails quietly and then fails again. Retake each photo in even lighting, hold the document flat, and keep it fully inside the frame. Small fixes here fix most repeat failures, and it is worth going more than two or three rounds before you stop. See the selfie step keeps asking me to try again and ID seems blurry after scan for the specifics.
The document itself
Damaged, worn, or non-standard documents fail consistently. If the ID is laminated, torn, faded, or from another country, the scan may never stabilize no matter how good the photo is. Ask the business that asked you to verify what documents they accept in your situation.
When it keeps happening after your best attempt
Check that you have the newest version of your browser or the Persona App, and that the verification flow has permission to use your camera. If everything is correct and it still fails, the company that asked you to verify can see exactly why and can help you find another way to prove your identity.