What happens if my verification fails?

If your identity verification fails, you can retry. Here are some tips to improve your chances:

• Make sure your ID photo is clear, well-lit, and fully visible (no glare or cut-off edges)
• For the selfie, look directly at the camera in good lighting
• Use the same name and details as they appear on your ID
• Try a different ID type if available (e.g., passport instead of national ID)

In most cases, verification is instant. If your submission needs manual review, it may take longer - you'll be notified in the app.

If you continue to have trouble, contact our support team with your Boardpass for help.

Updated on: 19/02/2026