Troubleshooting ID Verification Issues

Modified on Thu, 19 Jun at 2:32 PM

If you're having trouble verifying your identity with Fig, don’t worry, we’re here to help! We use OnFido, a secure identity verification partner, to check your government-issued Canadian ID. Sometimes the process can run into issues, but most are easy to fix.

Common Issues That Can Cause ID Verification to Fail

Some of the most common reasons ID verification doesn't go through include:

Camera access not allowed
Poor photo quality (blurry or dark)
Shadows or glare on your ID
Part of your ID is blocked or cut off
Mismatched personal info between your application and ID
Unsupported ID type
Using a non-Canadian ID

Accepted Forms of ID:

Canadian Passport
Driver’s License
Provincial or Territorial ID
Permanent Residence Card

Note: Health cards are not accepted as valid ID for this process.

If You're Unable to Take Photos

If you can’t take a photo of your ID or selfie:

Check that your browser has permission to use your camera.
Make sure you're using a supported browser like Google Chrome.
Try using a different mobile device.
If needed, borrow a trusted friend or family member’s phone. Your personal data will not be saved on their device. It is sent securely to OnFido.

If You’re Asked to Try Again

If you see a message saying the system could not verify your ID and to try again, double-check these tips:

Clean your camera lens before starting.
Hold your device steady when taking photos.
Choose a well-lit space (indirect daylight works best).
Place your ID on a dark, flat background.
Carefully follow all selfie instructions.
Review all photos before submitting.

These small adjustments can often fix the issue.

Still Not Working?

If nothing seems to work and you believe the problem may be with how your information is being matched, please reach out to our support team. You can contact our team by emailing us at support@fig.ca.

Helpful Tip:

For the best experience, use Google Chrome. While other browsers are supported, switching to Google Chrome can help avoid common issues.