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.
What it means
The business that set up this verification chose which countries and which documents it accepts. The country you picked is not on their list, so the verification flow stops before asking for your ID.
There is nothing wrong with your document. A passport or ID card that works perfectly well elsewhere can still fall outside what one particular business has enabled.
First, check you answered the question that was asked
If there was a country selector, go back and read exactly what it asked for. It is easy to move quickly and answer “where are you from” when the question was “where is your ID from”, and those are often two different answers if you live abroad or moved recently.
If you have more than one document, for example a passport from one country and a residence permit from another, try the selector again with the other document in hand.
If the country really is not accepted
Persona cannot add a country to a flow. That setting belongs to the business that asked you to verify, so they are who to go to.
Contact them and ask:
- whether they accept a different document you hold, such as a passport instead of a national ID card
- whether there is another way to verify your identity with them
- whether the restriction applies to your account at all, in case you were sent the wrong link
Tell them the exact message you saw and the country you selected. That is usually enough for them to see what happened.