My verification failed or is pending
What each verification status means, why a check can fail, and how to try again. Your existing computers keep working the whole time.
Updated · 2 min read
You can try again as often as you need, and your existing computers keep working while you do. Your status is under Identity verification on the Organization page.
| The badge says | What it means |
|---|---|
| Not verified | You have not started, and you are under your limit |
| Needed soon | You are close to the limit for unverified companies |
| Verification required | You are at the limit, and you cannot add computers until you verify |
| Pending review | You started a check and it has not been approved yet |
| Verified | You are done |
If it says Pending review
Pending review covers more than one situation, so read the message on the page too.
- If you finished the check, we are reviewing it. You can add computers up to your limit, and more once it is approved. Click Refresh status to check again. We cannot say how long a review takes.
- If you closed the window before finishing, the badge can still say Pending review, but nothing is being reviewed. Click Retry verification and finish the steps.
- If the check failed, a message above the card says "We couldn't verify your identity" and gives the reason.
Why a check fails
- The ID has expired, or that type of ID is not accepted.
- We could not read the ID, or it has no clear photo.
- Your selfie did not match the photo on the ID, or could not be accepted.
- Consent was declined, or the check was not finished.
- Your device cannot finish the check. Try one with a camera.
To try again, fix the problem and click Retry verification. See what you need.
If you are already at your limit, the page shows a message about the limit in place of the reason. Check your ID and your selfie, then retry.
If it still does not work
Contact our team. You can also do this while you wait, if you need more computers soon.
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