Prepare for ID Verification
Before starting the identity verification process get prepared with:
A valid government-issued photo ID document and check that:
- You have the ID in your physical possession. A photo of a photo or stored photo will not work.
- Your ID is not expired
- The ID information matches the information submitted on your Cash claim. If it does not, ID verification will fail.
- The ID is not damaged, altered, or redacted.
Prepare your device and camera and check that:
- Your camera lens is clean and ensure that any debris or smudges are removed
- Your browser is up to date with the latest version. If updates are available, update them before starting the process.
- You have a strong internet connection
- Noncritical applications are shut down and unnecessary browser windows/tabs are closed. Multiple applications and browser tabs may use resources that can cause ID performance issues.
- When taking the photo and selfie ensure that you grant permission to use your device's camera.
Get yourself ready for an ID Scan and selfie capture:
- Remove anything that may hide or obstruct your face such as hats, scarves, masks, or glasses.
- Pick a place where no other people will be in the background. A plain background works best.
- Use natural lighting as too little lighting and too much lighting can cause problems. It should be bright enough to clearly distinguish the ID and your face but without shadows or glare.
- IDs should be placed on a flat surface on a contrasting background. For example, if the ID is mainly white, place the ID in a flat position on a black background. All of the edges need to be captured.
- Be ready to take the photos promptly. Keep your hands steady and straight.
Take the Capture of your ID and Selfie
1. Place the ID on a flat surface with a contrasting background color in natural lighting. Get started. The camera will automatically capture a photo of the front of the ID once the proper placement of the camera is in place. Next, you'll scan the back.
2. Take your selfie. Be sure to place the camera in front of your face - not too high and not too low.
Troubleshooting Scan Issues
-
Error message before completing the scan. This is likely the result of a device or software issue.
- Check that you do not have any applications running in the background and close
- Close any unnecessary browser tabs
- Check that you have a strong internet connection
- Update your browser to the latest version
- Clear your browser cache and cookies
- Restart your device
- Try a different web browser
- Try a different device
- Start Over. If you are seeing a message that says start over with an exclamation point it means that the entire capture process didn't go through. Sometimes this can happen at the ID capture step and sometimes this can happen on the selfie step, even if the ID was captured successfully. Follow the best practices included above AND ensure that you are positioning your camera for the capture. Move closer until the photo is snapped. If you take too long, the system will automatically have you start over so the key is to do this fairly quickly.
ID Verification Failed. Now what?
If you received a message that identity verification failed after the captures were taken, there could be several reasons this could happen. If you've followed the steps outlined in this guide and you've received the message that identity verification failed and you've tried one or two times get in touch with our customer service team before trying again. The best way to do this is to reply directly from your Cash Claim ticket. Our customer service team will review your claim and identity verification results to give you direction on how to proceed.
Do not repeatedly try if it has failed. Sometimes it may be a simple correction with lighting and focus, while other times the failure stems from a mismatch of information submitted on the Cash claim with the information on the government-issued ID. Wait to try again once our customer service team has reviewed your submission from our identity verification provider.