Verifying your identity with Persona
A company you are using asked Persona to check your identity. If something is not working, start here.
Something is not working
Start with the thing that is not working.
01Error messages and getting unstuckWhat the errors you can hit inside the verification flow mean, and what to change before you try again02Expired linksTroubleshooting for expired links03Why my ID is rejectedWhy your ID might be rejected and what you can do about it04The flow or loadingFixes when verification stalls, loads forever, closes before you finish, or shows up in the wrong language05Device and cameraWhat to do if you do not have a smartphone, or your camera will not work06Verifying in an app instead of a browserWhen the flow opens as an app on your phone, or asks you to install one before you can verify07Taking photosTroubleshooting for taking photos08Scanning IDsWhy a driver's license, state ID, or residence permit will not scan09Scanning passportsTroubleshooting for scanning passports10Document issuesWhat to do when your ID is expired, temporary, damaged, or in another language11Receiving messages from PersonaTroubleshooting about receiving messages (e.g. texts, email) from Persona
Error messages and getting unstuck
1
Find the message you are seeing
Type the words on your screen into the filter below to find out what that message means and which page answers it.
2What to do when verification shows an error
A first response that works for most error screens, what to change before you retry, and how to exit so the problem gets recorded.
3I see a "Something went wrong" error
What the generic error screen means during verification, why it rarely says more, and the order to work through when it appears.
4I see "We are unable to verify identities in this country"
What it means when a verification flow will not accept the country you selected or the document you hold, and who can change that setting.
5I see a "Couldn't verify photos" screen
This screen sends you back to retake the photos rather than ending the verification, and what it does and does not tell you about your attempt.
6I see a "Too many attempts" message
What happens when you use up the retries a business allows, why the limit exists, and who can give you another go at verifying.
7The screen says my details could not be confirmed
When a name, date of birth, or address check does not come back the way it should, and the everyday reasons a real person gets that result.
8The screen will not let me continue
A greyed out button or a field marked in red is the form rejecting what was typed, not the verification failing, and here is how to find the one it means.
9The verification flow keeps sending me back to the same step
How to break out of a verification step that keeps restarting, by changing one input at a time instead of retrying the same way.
10My connection dropped during verification
What happens to a verification when your signal cuts out partway, how to pick it back up, and how to avoid another drop.
Expired links
1
How do I get a new verification link?
Resume a verification flow started on another device by selecting Continue on another device, or ask the business that asked you to verify for a new link.
2My verification link has expired
Verification links stop working after a while for security. The business that asked you to verify decides how long a link lasts and can send you a new one.
3I see a "Session Expired" error.
Why a sitting runs out of time, how that differs from the link expiring, and what you keep or lose when you start again.
Why my ID is rejected
1
Why is my ID being rejected?
Common reasons an ID is rejected during verification, from blurry photos and expired documents to mismatched names, plus how to fix each one.
2What do I do if verification fails?
Steps to take when a verification secured with Persona fails, including retrying, fixing your details, and contacting the business that asked you to verify.
3My name is different on my ID
What to do when the name on your ID does not match the details you entered during verification, including retyping and legal-name changes.
4My address is different on my ID
Why the address on your ID may differ from what you entered during verification, and the steps to resolve a mismatch.
5My ID has non-Latin characters
What to do when your ID uses a script like Cyrillic, Arabic, or Chinese, and how to make sure your details are entered correctly during verification.
6Why does my verification keep failing?
Common reasons a verification fails more than once, and what to check before you try again.
The flow or loading
1
Verification is stuck on loading
Why a verification flow can freeze on a loading screen and what to try, from checking your connection to restarting the flow.
2Can I verify someone else?
Why you can only verify yourself in a verification flow secured with Persona, and what to do if you need to verify on another person’s behalf.
3Verification is done but I see no confirmation
What it means when a verification finishes without showing a confirmation, and who can tell you where things stand.
4Why do I have to verify again?
Reasons you may be asked to verify again even after completing it before, including expiring requests and new business requirements.
5Can I pause and resume verification?
Whether you can step away from a verification flow and finish later, and what happens to your progress if you do.
6Verification is blocked by an ad blocker
Why an ad blocker, privacy extension, or browser tool can block verification, and how to allow the flow to work.
7The verification flow is not in my language
What to do when the Persona verification flow does not appear in your preferred language.
Device and camera
1
What if I don’t have a smartphone?
Options for verifying your identity without a smartphone, including computers, tablets, and asking the business for an alternative.
2My camera shows a black screen
Fix a verification camera that shows only black, from browser permissions and multiple devices to checking the lens and page refresh.
3My camera is turned off by the browser
How to allow camera access in your browser so the verification flow can take document photos and your selfie.
4Can I verify on a computer?
Often yes, though the business decides which devices its verification accepts, and some prefer a phone.
Verifying in an app instead of a browser
1
Verification opened as an app on my iPhone
A card slides up and the verification flow runs as a small temporary app rather than in Safari, which is normal, and here is what to do if it misbehaves.
2I was asked to download the Persona Wallet app
Why some verifications run through the Persona Wallet app, why Android asks you to install it when iPhone does not, and what to do if you cannot.
3The verification app will not download or open
A download that spins forever, an install that never finishes, or a camera that freezes the moment the app opens, and what to try for each.
Taking photos
1
What the tips on screen during a capture mean
Live guidance appears while the camera is open, asking you to move closer or reduce glare, and none of it means the attempt has failed.
2How to take a photo the scan can read
A full checklist for capturing an ID during verification, covering light, glare, framing, focus, surface, and the device itself.
3The selfie step keeps asking me to try again
What the camera needs during the selfie step, from framing and light to holding still, and what to do when it will not accept one.
4Why isn't the barcode being captured clearly?
ID barcodes need high-quality images to decode. Improve the scan by switching to a mobile device, fixing lighting and glare, and holding still.
5I see a "Failed to capture screenshot and/or the Play icon" error when I take a photo.
Fix the Failed to capture screenshot or Play icon error by turning off Low Power Mode and charging your device so video capture is not limited.
6I see a "Can't access your camera" error.
Fix the Can't access your camera error by enabling camera permissions for your browser or app on Chrome, Safari, iOS, and Android.
7My selfie won’t capture
Fix a selfie step that will not complete, from camera permissions and lighting to changing one thing and going again.
8My ID looks blurry after the scan
Fix an ID photo that comes out blurry during verification, from stabilizing the camera to lighting and focusing on the card.
9My ID photo was taken in low light
How to take a clear ID photo when the light is poor, including adding light, removing shadows, and using the camera flash.
10There is glare on my ID photo
Remove glare and reflections from an ID photo during verification by adjusting light, angle, and surfaces.
11Can I wear glasses or a hat during verification?
Take them off if you can. What is allowed is set by the business that asked you to verify, not by Persona.
Scanning IDs
1
The scan does not detect my document
What to change when the camera never recognises your ID and the capture button or countdown never becomes available.
2The verification flow is asking for the back of my ID
Why a verification flow can ask for both sides of a card, how to tell which side is which, and what to do when the back will not go through.
3No barcode shows up on my ID
Why a barcode may not appear on your ID during verification and how to improve the scan, from lighting and angle to document type.
4My residence permit won’t scan
Fix a residence permit that will not scan during verification, from lighting and framing to NFC and supported document types.
5My state ID won’t scan
Fix a state ID that will not scan during verification, from lighting and framing to supported document types.
6My driver’s license won’t scan
Fix a driver’s license that will not scan during verification, from lighting and framing to damaged barcodes and document types.
7My ID has a cover or sleeve
Why passport holders, card sleeves, and lamination cause scanning problems, and how to scan the document on its own.
8Can I use a photo of my ID?
Why a scan step usually wants the document in your hand, and whether a picture or a photocopy works.
Scanning passports
1
My NFC scan starts and then fails
What to do when a passport chip scan begins, gets partway or shows a tick, and then drops before the verification flow accepts it.
2My phone does not support NFC
How to tell whether your phone can read a passport chip, what to switch on if it can, and your options when it cannot.
3How to scan your passport, ID card, or residence permit with NFC
Scan a passport, ID card, or residence permit with an NFC-enabled phone: check for the RFID symbol, find the chip, and fix common scan errors.
4I'm failing passport verification because of a long name
Passport MRZ encoding truncates long first names, and the NFC chip copies the shortened value. How to confirm the name and handle LinkedIn mismatches.
5My passport chip is not detected
Fix a passport NFC chip that will not read during verification, from positioning and cases to enabling NFC and cleaning the chip.
6My passport photo page is blurry
Take a clear photo of your passport photo page for verification, from focusing on the page to flattening and lighting it well.
7My passport is from another country
How a foreign passport works in verification, and what to do if it will not scan.
Document issues
1
I cannot upload my document
Why a document upload stalls, fails, or bounces back during verification, and what to change about the file and your connection.
2I chose the wrong document type
How to correct the document or country you picked at the start of a verification, and why the choice has to match what you hold.
3My ID is expired
What happens when your ID has expired during verification, what you can do, and who to contact for alternatives.
4I only have a temporary ID
How to verify when your ID is a temporary or interim document, including paper IDs and what the business may accept.
5Can I use a paper ID?
Why paper IDs and printed documents often cannot be used for verification, and what to do when you only have a paper copy.
6Which documents can I use?
The kinds of ID that flows secured with Persona commonly accept, and how to tell whether your document will work.
7My ID or passport is damaged
How a torn, worn, or faded document affects verification, and what you can do when your ID will not scan.
8My ID is not in English
What happens when your ID is issued in another language, and how to handle a document you cannot read.
Receiving messages from Persona
1
Troubleshoot: Receiving SMS (text message)
What to do if a verification SMS from Persona does not arrive: check filtered messages, confirm your phone number, and resend the SMS from the flow.
2Troubleshoot: Receiving email
What to do if a verification email from Persona does not arrive: check spam, confirm your email address spelling, and resend the email from the flow.
3The code I entered was not accepted
A verification code that comes back wrong or expired is usually the older of two codes, or a digit misread, and both are quick to sort out.
4Device handoff: continue verification on another device
Move your Persona verification to another device by scanning a QR code, copying the short link, or receiving a link by email.
After you finish
After you verify
What happens once you submit, who tells you the outcome, and why the timing is up to the business.
1
Can someone else see my verification results?
The business that asked you to verify sees your result. Nobody else does.
2Do I get an email when verification finishes?
Sometimes. Whether you hear anything, and who tells you, is up to the business that asked you to verify.
3Verification finished but the company has not confirmed
Why finishing the verification flow and hearing back from the company are two separate things, and who to ask.
4Why is verification taking a long time?
What a longer wait usually means, why nobody can promise a timeframe, and who to ask.
How this works
Understanding Persona
1
How Persona identity verification works
Persona powers the identity verification flow, but the business that asked you to verify decides what is required, so contact them if you are stuck.
2Why am I being asked to verify my identity?
Understand the common reasons a business asks you to verify your identity with Persona, from protecting your account to meeting legal requirements.
3I am verifying my identity for work
What to expect when an employer or an IT system sends you to verify, who to ask when it goes wrong, and the warning sign of a scam.
4Is Persona safe?
Persona uses encryption, privacy controls, and transparent policies to protect your identity information.
5Is Persona a bank?
Persona is not a bank and does not hold your money. Learn what Persona is, what it does, and why it asks for the information it does.
6How long does verification take?
The part you do is usually short. What happens after that is up to the business that asked you to verify.
7Why Persona and not the company itself?
Why a company you are dealing with uses Persona to verify you instead of doing it in house.
8What the business decides about your verification
Which steps you get, which documents count, how many tries you have, and how long you have are all settings chosen by whoever sent you.
9How long I have to finish verifying
Links, sessions, and handoff codes each run out on their own clock, and the business that sent you sets how long each one lasts.
10Creating and verifying with Persona Wallet
Create a Persona Wallet to save verified identity information, secure it with a passkey, and reuse it in future verification flows on other businesses.
11The Persona Wallet App
Use the Persona Wallet App for iOS or Android to create or delete a Persona Wallet and manage the verified PII stored on it, such as IDs and a selfie.
12Can I delete my Persona Wallet?
You can delete your Persona Wallet or information inside it using the Persona Wallet App. Learn what happens to data you already shared.
Can I trust this?
Privacy and trust
How Persona handles your data, and answers to the questions people ask before they hand over their ID.
1
Does Persona store my ID?
Learn whether Persona stores the ID you submit, why it may be kept, and how to request deletion.
2Can I delete my data?
Who to ask, and why it is usually the business you verified with rather than Persona.
3Is Persona a scam?
Learn whether a Persona verification request is legitimate, why companies use Persona, and how to stay safe online.
4Can I trust Persona with my ID?
Learn how Persona protects the ID you submit, what safeguards apply, and what the business you verified with decides.
5Do I have to verify?
Understand why a business may require identity verification, what happens if you say no, and how it protects you.
6Can I verify without a phone number?
Learn whether you can complete identity verification without a phone number, and what to do if a step needs one.
7My legal name changed
Learn what to do if your name changed and it no longer matches your ID, and how to verify with a name mismatch.
8I lost my ID
Learn what to do if you lost your ID and need to verify your identity, including what documents you can use instead.
9I moved to a new country
What to watch for when you verify from a country you recently moved to, and who decides which documents are accepted.
10I did not ask to be verified
What it means when a Persona verification appears that you did not request, and how to tell if a request is real.
11Is this verification request real?
How to check whether a Persona verification request is legitimate and what to do if you are unsure.
12How does verifying protect me?
The protections identity verification provides, from stopping scammers in your name to verifying for real, daily services.
Guides for the company that sent you
Resources for platform-specific verification experiences.
Recover access to your LinkedIn account using Government-Issued ID
If you're facing difficulties accessing your LinkedIn account or if it has been restricted, this guide will help you recover access by confirming your identity.
LinkedIn
Get verified on LinkedIn with Persona
LinkedIn has partnered with Persona to help give you an easier way to build authenticity with your professional community.
LinkedIn
Bot Mitigation Check via Persona
How to complete Indeed's optional bot mitigation check with Persona: what ID and selfie you need, state availability, and camera and photo tips.
Indeed
ConnectID for end users
How to verify your age with ConnectID using your Australian bank login, without sharing your name or date of birth with Persona.
ConnectID
What to expect when verifying your identity with Persona to reset your Microsoft Entra ID password
Verifying identity with Persona to reset a Microsoft Entra ID password: enter your email, upload a government ID, take a selfie, then set a new password.
Microsoft Entra
SmileId for end users
Notice for African residents: Persona uses SmileID, a third-party provider, to verify your information against databases in Africa.
SmileId
What to expect when verifying your identity with Persona and Okta
What to expect when Okta redirects you to Persona to verify your identity: upload a government ID, take a selfie, and see how your data is handled.
Okta
What to expect when verifying your identity with Persona
What to expect when Duo redirects you to Persona to verify your identity: upload a government ID, take a selfie, and see how your data is handled.
Duo
From the company that sent you
Customer Help Center Articles
How Persona handles your information when a specific company asks you to verify, in that company's own words.