My ID Verification process failed. What should I do?

If your ID verification failed, give it another try! In most cases we find that your pictures might have just been a little blurry or the lighting was slightly too dark. Try taking the picture of your ID again on a dark background in a brighter area and this will generally resolve most issues 😊.

When trying ID verification again, please also make sure that:

  1. You are the age of majority.
  2. A Canadian resident. 
  3. You are using a valid Canadian issued passport or driver’s license from AB, BC, MB, NS, ON, or QC.
  4. When taking the picture(s) of your driver’s license or passport, please place your ID on a flat surface with a dark background.
  5. When taking your selfie, please make sure you are not wearing a hat, glasses, or there is hair covering your face.

If you are still unable to verify your account after completing all the steps listed above, please reach out to our support team through the in-app chat!

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