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 when it does not go through
It means something about what you submitted could not be used. It does not mean anything is wrong with you or your identity, and in most verification flows you are pointed at the problem and offered another go.
Try these steps first
- Read the message on the screen. It usually points at the exact issue, such as a blurry document.
- Retry the flow if it offers one. Fix the specific issue before resubmitting, like taking a clearer photo.
- Use the same name and details you entered everywhere. Mismatches are a common cause.
- Use your best, most current ID. See which documents work and why is my ID being rejected?.
When to contact the business
If retrying does not work, contact the business, service, or organization that asked you to verify, rather than Persona. They decide what they require and they can see where you stand with them, so they are the ones who can unblock you. Persona provides the verification technology; what a business accepts, and what it does next, is theirs.
It is not a dead end
Not getting through on one attempt does not close the door. The business may have another route for you, such as a different document or someone there taking a closer look. Ask them what your options are.