My verification failed - what now

Most failures are fixable and most are about the photo, not about you. Here's what to try, and why the business that sent the link is the only one who can change the result.

Written by Didit Support · Updated 19 August 2026

Short answer

Try the practical fixes below first - most failures are a photo problem, not a judgement about you. If it still fails, contact the business that sent you the link. Didit runs the check but cannot approve you, change a result, or reopen a session.

#First, the fixable causes

Most failed verifications come down to one of these, and all of them are worth a second attempt:

The photo of the document

  • Take the document out of any plastic sleeve or wallet - the reflection stops the camera focusing.
  • Put it on a flat, dark surface in even light, with no lamp glaring off it.
  • Get all four corners inside the frame.
  • If it's an ID card or driving licence, you'll be asked for both sides. The back matters as much as the front.
  • Photograph the real document. A screenshot, a photocopy, or a photo of the document on another screen is designed to be rejected.

The selfie

  • Face a window or a light source rather than having it behind you.
  • Remove hats, sunglasses, and anything covering your face.
  • Hold still and follow any on-screen instruction exactly - if it asks you to blink or turn your head, that's the check working.

The camera not opening at all

  • If you opened the link inside another app's built-in browser, move it to your normal browser. In-app browsers frequently can't access the camera.
  • If you denied camera permission earlier, re-enable it in your browser or device settings. The page can't ask you again.
  • Close other apps or tabs that might be using the camera, including video calls.

#If the text on screen looks scrambled

If words appear jumbled or letters look shuffled, a translation feature in your browser is probably rewriting the page. Turn translation off for that page - the verification flow already offers its own languages.

#If your document isn't accepted at all

Sometimes the document you hold isn't one the business chose to accept. That's their configuration, not a judgement about your document, and only they can change it. Ask them which documents they accept before trying repeatedly with the same one.

#If it says you've already verified

If you're told your face or details match an existing verification, that usually means you (or someone using your details) has verified with that business before. It isn't necessarily a problem - but only the business can look at both records and decide. Tell them you've verified with them before; it's the fastest way to resolve it.

#Only the business can change the outcome

Didit performs the check on behalf of the business that sent you the link. Didit cannot:

  • Approve or overturn a decision
  • Restart or reopen your verification
  • Tell you why the business made a particular decision
  • Access or change your account with them

All of those sit with the business. Contact their support - by email, in-app chat, or however you normally reach them - and tell them your verification didn't go through. They can review it and send you a new link if appropriate.

Note

If you're asked for a reference, the business may ask for a session ID or the email address you used. You don't need to know anything technical - telling them when you tried and what happened is enough for them to find it.

#Don't keep retrying indefinitely

If several careful attempts have failed, stop and contact the business. Repeated attempts don't improve the outcome, and the useful next step is a person looking at what actually happened rather than another photo.