If your verification didn't go through

Why verifications sometimes fail and exactly what to do next.

Written By Catherine Weir

Last updated About 3 hours ago

Most verifications pass on the first try. For the ones that don't, here's what might have happened and what to do next.

Common reasons a verification doesn't pass

• Name doesn't match. The name on your ID doesn't match the name on your 365 Agents account. Update your account details first, then retry.

• Image quality issue. The photo was too blurry, dark, glared-over, or had parts of the ID cut off. Most common fix: use your phone camera with good lighting.

• Expired ID. The document expired before the verification. Use a different ID or renew your current one.

• Document type not accepted. Not every government-issued ID is supported. Try a different one — a driver's license or passport is the most widely accepted.

• Face doesn't match the ID. Usually this is a selfie lighting or angle problem. Make sure your face is well-lit, you're looking at the camera, and nothing (sunglasses, hat, mask) is blocking your face.

• Data mismatch. Something on the ID (date of birth, ID number) doesn't match other account information. Double-check the details on your account and try again.

How to retry

Simply open your dashboard and click the verification button again. You can retry as many times as needed. There's no penalty for retries.

If you can't use a government ID

Some people can't — or prefer not to — use biometric ID verification. Privacy laws in some regions also require us to offer an alternative. Options include:

  • Manual document review. You send a clear photo of your ID along with a short affidavit of identity. A human on our team reviews and approves. Slower (1–3 business days) but biometric-free.

  • In-person / notarized verification. On enterprise plans, we can arrange a video or notarized session.

  • Partner/business attestation. For white-label partners, your partner can attest to your identity on your behalf through an additional business process.

Contact support if the standard flow doesn't work for you, and we'll walk through alternatives.

If you were rejected and you're not sure why

Reach out to us with your account email and the approximate time you attempted verification. We'll look up the reason on our end and help you complete the process. In most cases, we can resolve it in the same conversation.