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ID Verification Troubleshooting

How to get verified with ShuftiPro

DateID’s ID Verification feature is powered by ShuftiPro, the industry leader in consumer identity verification. ShuftiPro is extremely reliable and most users complete the ID verification process without difficulty.

To get verified, go to your Profile Settings and click on the blue “selfie” icon. Then follow the prompts. Watch the video to see how.

From a technology standpoint, uploading your drivers license and taking a selfie to verify your identity is not as straightforward as you might think. There are very complex technological processes happening behind the scenes, and with hundreds of devices that the technology needs to be compatible with, things do occasionally go wrong.

If ShuftiPro verification isn’t working for you, we apologize. The good news? You will be able to resolve the issue and complete ID verification within minutes using the troubleshooting tips below.

Everyone eventually gets it to work.

Did you follow the directions perfectly?

We have to ask. The honest truth is, the majority of people who do not successfully get verified made one small mistake along the way, usually because they were moving too quickly through the process.

Try slowing way down and reading everything through, to make sure you’re following all the steps perfectly. Review the list of common mistakes, and how to correct them, further below.

Common mistakes

If it’s not working, your photos are the most likely culprit…

During the ID Verification process you’ll be asked to upload photos of your driver’s license (or passport), and face. While this seems straightforward, it’s easy for things to go wrong.

Why?

We compare the photo on your ID to a recent one of your face, and our technology needs clear, crisp photos to verify that the faces are the same.

Review these five common causes of poor quality photos:

1. You’re using a computer camera

Problem: Our tech works on all devices. But, computer cameras usually produce low quality images. 

Solution: Complete the ID Verification process on your phone, or save photos from your phone’s camera to your computer.

2. Rushing your photos 

Problem: When you’re asked to take photos in real-time, a lot of people feel rushed. The result is poor quality photos that can’t be processed. 

Solution: take photos in advance. Take your photos before you start the verification process, and save them to your photo album. When you’re asked to provide photos, select the option to upload them from your photo album, rather than take a new one in real time.

3. Bad lighting 

Problem: If you don’t have good lighting, your photos will be unclear and our technology can’t process the images. 

Solution: Bright lights or daylight. Daylight is a sure thing. Otherwise, you will need bright indoor light at night. Try taking practice photos before you start the verification process. If they’re not crystal clear, you need to find better light. 

4. Blurry images

Problem: It’s almost impossible to hold an ID card or passport perfectly steady in your hand, and cameras shake too. If the lighting is bad this is worsened, because the camera shutter has to stay open longer to absorb enough light. 

Solution: Place your ID card or passport on a flat surface when taking the photo.

5. Hats and glasses

Problem: Wearing a hat or glasses will make it impossible to process your image. 

Solution: Take everything off your face before taking the photo. 

Your Facebook birthday is wrong

If the birthday you gave Facebook is different from the birthday on your driver’s license or passport, ID verification will fail. We start with the DOB you gave Facebook, and if your driver’s license does not match you can’t get verified.

Contact us via the chatbot and request we update your birthday.

You didn’t upload a photo of the back of your ID card

Sometimes ShuftiPro will ask you to upload a photo of the back of your ID card. It’s easy to accidentally skip this, or upload another photo of the front. If this happens, the process will fail.

Everyone eventually succeeds at getting verified, so don’t give up!