Here are 10 things you need to do to verify your identity.
Follow the instructions: Follow all of the steps on the screen.
Internet connection quality: Use a stable internet connection.
Device integrity: Use a device with a high-quality camera and no technical modifications.
Geolocation consent: Agree to share location information.
Visibility: Make sure your face is visible, and there are no shadows or obstructions.
Document originality: Only submit original documents, no printed copies or digital versions.
Document validity: Make sure your document hasn't expired.
Document clarity and integrity: Use a clear and undamaged identity document (ID).
Accuracy: Make sure the information on your ID matches what you entered on your onboarding form. Both should be the same.
Up-to-date information: Make sure the details on your ID are accurate.
Tips for handling identity verification rejection
Here are some identity verification rejection messages for each issue, along with tips to fix them when you try again.
Document clarity and integrity issues
If your document is damaged, expired, hard to read, or inaccurate, we can reject your ID verification.
Rejection message | Explanation | Tip |
Provide a better-quality video | The video is blurry or distorted because of movement or poor camera quality. | 💡 Move the document slowly when asked, and follow the on-screen instructions. Use good lighting, and clean your camera lenses. |
Front side of document not presented | You haven't shown the front of your document. | 💡 Show both the front and the back of your document. |
Back side of document not presented | You haven't shown the back of your document. | 💡 Show both the front and the back of your document. |
Document not completely visible | You're hiding part of your document. | 💡 Show both the front and back of your document without covering any part of it. |
Document view was too static | You didn't provide a dynamic view of the document. | 💡 Move the document slowly when requested and follow the on-screen instructions. |
Your ID is expired | You presented an expired ID. | 💡 Use a valid ID. |
Your ID is invalid | The document you presented isn't accepted. | 💡 Use an ID that is valid for your country or residency. |
Your ID is in poor condition | Your ID is damaged or bent. | 💡 Use an undamaged ID with no tears or bent edges. |
Your ID must be an original | You submitted a digital or scanned version of your ID. | 💡 Use your original ID. We don't accept scans, photos, or printed copies. |
Remove your ID from its cover | Your document is inside a plastic cover. | 💡 Take your document out of the plastic cover. |
Make sure your document is in the frame | Your document isn't within the frame of the photo or video. | 💡 Make sure the entire document is visible in the frame. |
Visibility issues
If you don't use the recommended conditions or follow the instructions to submit an identification video or a photo of your face (selfie), we can reject your ID verification.
Rejection message | Explanation | Tip |
Provide a better-quality video | Your face is blurry or distorted. You may be moving too much or too fast. | 💡 Use a clear, high-quality camera. Film in daylight and keep the video stable. Show your full face and take off accessories (except a headscarf). |
Provide a better-quality photo of yourself | Your photo quality is poor. The lighting might be insufficient, and the image could be blurry. | 💡 Stand in natural light and use a simple background. Center your face and keep your expression neutral. |
Make sure your face is visible in your photo | Your face is only partially visible in the photo. | 💡 Show a full frontal view of your face. Remove anything that covers your face, like sunglasses. You may keep your headscarf if you wear one. |
No movement in the video | You didn't move to prove that the video is live. | 💡 Follow the on-screen instructions. Gently move your face from left to right when asked. |
Bad lighting conditions | The lighting on your face is too dim or too bright. | 💡 Use daylight and a high-quality camera with a clean lens. |
Technical issues
An unstable connection or interruptions will cause internal errors or technical issues. These problems can lead to rejection.
Rejection message | Explanation | Tip |
Bad internet connection | Your internet connection isn't strong enough to complete the identification process. | 💡 Connect to a strong Wi-Fi or 5G network, clear your cache, or restart your device. |
There was a technical issue | There was a technical error outside of your control. | 💡 Try the identification process again. Request a new link if you didn't receive a text message. |
There was a technical issue | The device you used has been identified as being technically modified (such as an unlocked iPhone). | 💡 Use a device that has not been modified. |
There was a technical issue | There was a technical error with the electronic signature process. | 💡 Create a new signature, restart signature confirmation, and sign immediately. |
Data accuracy issues
Make sure that the information you provide matches your ID, address, and location to avoid rejection.
Rejection message | Explanation | Tip |
Invalid address | The address you entered is either invalid or in an unacceptable format. | 💡 Enter your correct address. Don’t use a P.O. box. |
Geolocation unavailable | Geolocation data is either not provided or inconsistent. | 💡 Turn on location sharing on your phone. |
Non-matching identity | The information you entered does not match your IDs. | 💡 Enter your personal information exactly as shown on your ID. |
Device and browser troubleshooting
If you're still having trouble verifying your identity, try the following tips. These can fix most technical or network issues.
Try the tips related to your rejection message first. Then troubleshoot if issues continue.
Check your internet connection: Connect to a strong Wi-Fi or 5G network. You can try both networks if you have access to more than one. Switching networks often fixes connection problems.
Clear your authentication cache and cookies: Old data in your browser can cause problems with identification. Clearing the authentication session makes sure you see the latest version of the verification page.
Mobile browser: Clear authentication cache.
Computer browser: Clear authentication cache.
Disable "Desktop site" mode in your mobile browser: Change your phone browser settings so you see the mobile website, not the desktop site.
Restart your mobile device: Turn your device off completely, wait at least 10 seconds, and then turn it back on.
Remove and reinsert your SIM card: This step can resolve issues with connecting to your mobile network. Turn off your device before you remove the SIM card. After you put the SIM card back in, turn your device on again.
Use a new identification link: If your link has expired or doesn't work, and you didn't get a rejection text message, ask Swan Support for a new link.