I'm seeing an error when I am verifying my identity

Modified on Mon, 22 Apr 2024 at 01:53 PM

When verifying your Canadian government-issued ID using our secure partner OnFido, you may experience some issues with your ID verification, which could lead to an unsuccessful or even declined application. 

These types of issues could include but is not limited to:

  • Device camera permissions
  • OnFido Error
  • Poor photo quality
  • Shadow or glare on your ID
  • Partially obstructed ID
  • Mismatching personal information
  • Invalid ID type
  • Non-Canadian ID

Current list of supported valid Canadian documents:

  • Canadian Passport
  • Driver's License
  • Provincial ID
  • Permanent Residence Card

At this time, we do not accept health cards as a form of valid ID for our verification process

Unable to take any photos:

If you weren't able to take any photos due to device camera permissions, or if OnFido isn't detecting your ID document, check your device settings to make sure that your mobile browser is able to access your camera.

You can also try a different device! If you are completing the application from your mobile device, try starting instead from a computer using a Google Chrome browser.

If you're still experiencing difficulty, try borrowing a friend or family members phone to complete the OnFido stage of your application. No need to worry! None of your personal data will be saved on their device, photos are submitted directly for your verification.

You see a error message to try again:

If OnFido wasn't quite sure about the result of your ID verification, you may be asked to try ID verification again. In this case, double check the following:

  • Camera lens is clean and free of any obstructions
  • You keep as still as possible while taking your photos
  • Lighting is not too bright but not too dark (the shadowed area next to a sunny window is a great option)
  • Your ID is on a dark background
  • You follow all instructions for selfies

While it is still possible there could be a problem processing your ID, if you are seeing the request to try again, it is likely due to something minor, make sure you carefully review all photos and selfies before submitting.

When to contact us

If all the issues above don't seem to be the issue, it can sometimes be the case that during the identity verification step we were unable to verify a match between your personal information and the information OnFido saw on your ID. In this case, our support team will be more than happy to help out with your request, just drop us a line through our live chat or contact us by email.

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