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My verification didn't pass. What can I do?

What "Not passed" and "Closed" mean, and your next steps.

That depends on the status you see.

"Not passed" means this attempt didn't work out, but you can try again. Tap Start again on the Home screen. These are the most common reasons a check fails:

  • The photo is blurry, dark or has glare.

  • Part of the document is cut off or covered.

  • The document has expired.

  • The name or date of birth doesn't match what you entered at sign-up.

  • The selfie video was unclear.

Fixing these usually does the trick on the next attempt.

"Closed" means the decision is final, and a new check can't be started. If you have questions, contact support.

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