What does "Your verification needs review" mean?

Most identity verifications on Onboard are approved within seconds. In some cases, though, your submission may need to be reviewed manually by our team before a decision can be made.

What's happening: Your ID and selfie were received successfully, but our system flagged your submission for an additional check. This is a routine part of our verification process and doesn't necessarily mean anything is wrong.

Common reasons this happens:

• Your details closely match an existing account on Onboard
• Your ID format requires additional validation
• Standard compliance checks flagged your submission for a closer look

If you have a duplicate account: You may also receive an email explaining the situation. Onboard allows one verified account per person — if you already have an account, you'll need to use that one instead.

What to do:

• Contact our support team to speed up the review. In most cases, reviews are resolved after you reach out.
• Include your Boardpass so we can locate your submission quickly.

If your verification failed instead of going to review: You can retry up to 3 times. After 3 failed attempts, retries are locked and you'll need to contact support for help.

Updated on: 19/02/2026