For people verifying their identity
Verifying your identity with Persona
A business you use asked Persona to help confirm who you are. Find a fix if something is not working, or learn how it works and who can help.
Where Persona fits
- A business asksA company you use asks you to confirm who you are, and decides what it needs.
- Persona runs the stepsPersona provides the tool that takes you through the steps they set up.
- The business decidesThey get the result, decide what happens next, and follow up with you.
Something is not working
Pick the card that matches what you are seeing.
Error messages and getting unstuck
What the errors you can hit inside the verification flow mean, and what to change before you try again
Expired links
Troubleshooting for expired links
- How do I get a new verification link?
- My verification link has expired
- I see a "Session Expired" error.
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Why my ID is rejected
Why your ID might be rejected and what you can do about it
- Why is my ID being rejected?
- What do I do if verification fails?
- My name is different on my ID
- My address is different on my ID
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The flow or loading
Fixes when verification stalls, loads forever, closes before you finish, or shows up in the wrong language
Device and camera
What to do if you do not have a smartphone, or your camera will not work
- What if I don’t have a smartphone?
- My camera shows a black screen
- My camera is turned off by the browser
- Can I verify on a computer?
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Verifying in an app instead of a browser
When the flow opens as an app on your phone, or asks you to install one before you can verify
- Verification opened as an app on my iPhone
- I was asked to download the Persona Wallet app
- The verification app will not download or open
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Taking photos
Troubleshooting for taking photos
- What the tips on screen during a capture mean
- How to take a photo the scan can read
- The selfie step keeps asking me to try again
- Why isn't the barcode being captured clearly?
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Scanning IDs
Why a driver's license, state ID, or residence permit will not scan
Scanning passports
Troubleshooting for scanning passports
Document issues
What to do when your ID is expired, temporary, damaged, or in another language
Receiving messages from Persona
Troubleshooting about receiving messages (e.g. texts, email) from Persona
- Troubleshoot: Receiving SMS (text message)
- Troubleshoot: Receiving email
- The code I entered was not accepted
- Device handoff: continue verification on another device
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Questions people ask
About Persona, about your information, and about what happens after you submit.
Understanding Persona
Who Persona is, and why a business uses it to check who you are.
What is Persona?
How businesses set up verification
After you verify
What happens once you submit, and who tells you the outcome.
Privacy and trust
How your information is handled, and how to tell a real request.
- Does Persona store my ID?
- Can I delete my data?
- Is Persona a scam?
- Can I trust Persona with my ID?
- Do I have to verify?
- Can I verify without a phone number?
- My legal name changed
- I lost my ID
- I moved to a new country
- I did not ask to be verified
- Is this verification request real?
- How does verifying protect me?
Guides for the company that sent you
Some companies publish their own walkthrough or FAQ. If yours is here, it is the closest thing to your exact flow.
Microsoft EntraWhat to expect when verifying your identity with Persona to reset your Microsoft Entra ID passwordSmileIdSmileId for end users
OktaWhat to expect when verifying your identity with Persona and Okta
DuoWhat to expect when verifying your identity with PersonaWho can help
The business that asked you to verify
They set up the verification, see the result, and decide what happens next, so they are the ones who can help with your result, what they need from you, or another try. Look for their help or contact page in the app, site, or email where your verification started.
Is the verification flow itself not working?
Persona provides the verification tool, but it cannot approve, re-run, or override a business's decision. If the screens themselves are broken, for example a page that will not load or a button that does nothing, and the steps on this page did not help, Persona support can take a look.
Contact Persona supportContact Persona support