If your verification was declined, it may be due to one of the following reasons:
Document Check
Reason #1: Invalid or Expired ID
What happened: The ID you submitted is either not valid, not government-issued, or expired.
What to do:
Submit a valid, government-issued photo ID (e.g., passport, driver’s license, or national ID card).
If your ID is expired, renew it before resubmitting your verification.
Reason #2: Unclear or Unreadable Photo ID
What happened: The photo of your ID was blurry, too dark/bright, or had glare, making it unreadable.
What to do:
Retake the photo with better lighting.
Avoid glare, shadows, or blurry images.
Tips for a clear photo:
Lay the ID flat and use your mobile phone camera (typically better quality than webcams).
Hold your device steady and allow the camera to focus.
Don’t block any part of the ID in the image.
Reason #3: Camera Access Denied or No Camera Detected
What happened: Your device doesn’t have a camera, or you denied camera access to Stripe.
What to do:
Submit a support ticket and upload a photo of yourself holding your ID next to your face, directly in front of the camera.
Selfie Check
Reason: Selfie Does Not Match ID
What happened: The selfie you submitted does not match the photo on your ID.
What to do:
Re-take your selfie and ensure it clearly shows your face.
Follow these tips:
Remove sunglasses, masks, or accessories.
Ensure your full face is visible.
Choose a location with soft, natural lighting.
Avoid strong shadows or glare on your face or ID.
Don’t sit in front of bright lights that could wash out your image.
Notifications
You will receive both a feed notification and an email once your verification is either approved or declined.
If declined, the verification manager will always include the reason and suggested solution.
Support Hours
Need more help? Our verification team is available:
Monday – Friday, 8:00 a.m. to 5:00 p.m. UTC (excluding holidays).