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.
Take them off if you can
Where it is easy and comfortable to do so, take off glasses, hats, hoods, sunglasses and anything else covering your head or face before the selfie step, then put them back on afterwards. It is the simplest way to give the step a clear view.
We would rather not tell you that ordinary glasses are always fine. Some businesses turn on stricter requirements than others, so what passes in one flow may not in another, and we do not want to set an expectation the flow in front of you will not meet.
Follow what the screen says
If the flow prompts you to remove glasses or headwear, do that and retake the photo. That prompt is part of the verification flow the business set up.
If you cannot remove them
Plenty of people cannot, or should not: headwear worn for faith, a medical reason, a covering you are not able to take off in the place you happen to be.
Contact the business that asked you to verify. They set the policy for their own flow and they are the ones who can offer you another way through it. Persona provides the technology, so we are not able to change the requirements for you or make an exception on their behalf. Explaining what you need to them directly is the fastest route.