My selfie or ID verification isn't working

If your selfie or ID verification isn't going through, here are the most common causes and how to fix them.

Lighting and angle

Most verification issues come down to the photo itself. Try the following:

• Find a well-lit spot. Stand near a window, but not with the window behind you.
• Look straight at the camera, not up or down.
• Remove glasses, hats, and masks.
• Only your face in the frame, no other people.
• Hold the phone at arm's length, with your face centred.

Camera permissions

Stitch needs access to your phone or browser camera. If the camera doesn't open at all, check that you've allowed camera permissions for Stitch in your device settings.

ID document quality

If your ID photo is being rejected, check the following:

• The full ID is in frame, all four corners visible.
• No glare or shadow blocking text.
• Use the actual ID, not a photocopy or screenshot.
• The details you entered match what's on the ID exactly.

If you're being asked for more verification than before

This is normal when you're paying with Extend for the first time. Extend requires a few additional verification steps for affordability and credit. The steps are quick and you only need to do them once.

Still stuck?

If you've tried all of the above and verification still isn't going through, get in touch and we'll help.