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The Identity Verification request I sent to my client has failed to complete. What do I now?

Last modified on December 21, 2020

If this occurs, the system has detected that your client uploaded an image of their ID which may have contained a virus. As a result, the request could not be processes. Your action is needed for your client to complete the Identity Verification request.

If you’d like your client to try again, please resend the Identity Verification request. Go to the Identity Verification dashboard, find the request and click Resend.

You will not be charged to resend the request or until your client completes the verification and a report has been sent to you.