Troubleshooting Failed ID Verification During Onboarding

If your ID verification has failed during onboarding, this article will help you understand accepted document types, how to capture your documents correctly, and what to expect if your case is escalated for manual review.

Accepted ID Documents

The following are valid government-issued photo IDs accepted for identity verification:

• Driver's license

• Passport

• Physical NIN Card (Nigerian users)

Important: Electoral or Tax IDs (such as Voter Cards or PAN cards) are NOT accepted for verification. Digital versions of national ID documents (such as digital NIN documents) are not accepted as valid identity documents for verification purposes. Green cards are also not accepted.

Document Condition Requirements

Your ID must be a valid, unexpired original physical ID (PVC/plastic card or official document). Digital copies, digital slips, temporary documents, expired IDs, or damaged IDs are not accepted.

Common Reasons for Verification Failure

Understanding why ID verification fails can help you avoid these issues before submission. If this was your first failed automated verification attempt and you still have another attempt available, retry the verification yourself using a valid government-issued photo ID. You do not need to request an immediate reset or contact support before using your remaining attempt. Common reasons include:

• Low-quality or blurry ID photos

• Glare, shadows, or parts of the ID cut off during capture

• ID details not matching the name or information on your profile

• Expired or unsupported ID document

• Face not clearly visible in the selfie or mismatch with the ID photo

• Duplicate profiles on the platform (multiple accounts associated with your identity)

Resolving Duplicate Profile Issues

If you have multiple profiles on the platform, ID verification may fail due to duplicate identity records. To resolve this:

1. Delete any duplicate profiles, keeping only the profile associated with your Service Agreement.

2. If needed after deleting duplicates, contact support to request a KYC reset, which will allow you to resubmit your ID verification.

Using an ID from a Different Country

If you hold identification documents from more than one country — for example, due to dual residency or relocation — you may use an ID from a different country during verification. The key requirement is that the name and details on the ID must match the bank account information you intend to use for payouts.

System and Network Requirements

Before attempting ID verification, ensure your system meets these technical requirements:

• Minimum internet connection speed of 4 Mbps

• Desktop or laptop device (assessments are not designed for mobile devices)

• Device plugged into a power source

• WebSocket connection not blocked — test at https://websocketstest.com/ or https://libwebsockets.org/testserver/

• Proper camera permissions set at both browser and operating system level

Tips for Successful Document Capture

Many verification failures are caused by poor image quality or technical issues during capture. Follow these steps to improve your chances of a successful submission:

1. Ensure your file meets technical requirements: accepted formats are PDF, JPG, or PNG with a maximum file size of 5 MB.

2. Use a supported desktop browser (Chrome 74+ or Microsoft Edge 79+; Firefox recommended for better performance) in a normal browser window (not Incognito/Private mode); disable VPN/proxy and extensions; allow camera access.

3. Place the ID flat on a dark, non-reflective surface with bright, even lighting; avoid glare and shadows.

4. Fill the frame with the entire ID, ensuring all four edges are visible. Hold the camera parallel to the document and avoid using filters or zoom. If prompted, capture both sides.

5. If auto-capture keeps cropping incorrectly, switch to manual capture (if available) and take a steady, straight-on photo.

6. Upload original, unedited images only — no filters or scans.

7. Ensure your profile details match your ID exactly.

8. Take a straight-on selfie without hats, glasses, or masks.

9. If uploading a PDF document: Prepare the file properly to avoid upload failures:

   • Rename the PDF to a simple name without spaces or special characters.

   • Ensure the file is unlocked and not password protected.

   • Verify it is not scanned as an image-only PDF.

   • Re-export the PDF using “Save as PDF” to standardize the format, then retry the upload.

If you experience form submission failures during verification:

• Perform a hard reload using Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac).

• Clear your browser cache and cookies, then retry.

• If issues persist, try a different browser or network connection.

Following these steps helps the auto-scan feature properly detect and verify your ID document. Failure to follow these guidelines may result in rejection and additional review steps, which can delay your onboarding.

Troubleshooting Upload Failures

If you experience technical issues uploading your ID document, collect the following diagnostic information before contacting support:

• The exact page or step where the upload fails

• The full error message or a screenshot

• Browser name and version, and whether a VPN or extensions were active

• File type and size

• The exact URL of the upload page

• Time and timezone of the failed attempt

• Whether any firewall, antivirus, or corporate network is in use

• Whether the issue occurs on a different network

This information helps support quickly identify and resolve technical upload issues.

Manual Review Process

If you still have a remaining verification attempt after a failed automated KYC check, retry the process using a valid government-issued photo ID. After a second failed ID verification attempt, your case is automatically routed to the Compliance team for manual review.

Timeline: The manual review process typically takes 1-2 business days.

What happens during review: When the ID verification status shows “Under Review”, the system will not allow further attempts until the review is completed. You will be notified of the outcome via email.

After manual review is completed: The verification team will provide specific details about why your ID was rejected and what requirements must be met for resubmission. Once you successfully resubmit the requested documentation following these requirements, the verification process can continue.

Final Decision status: In some cases, after manual review, the verification page may display “Final Decision” status. This is a terminal state that means no additional ID verification attempts can be granted and you cannot continue with onboarding for that account. The decision cannot be reversed, and onboarding cannot continue on that account. Additionally, this terminal state applies to your entire Turing account, not just the current opportunity. An “active” onboarding label showing on your profile does not override or change the final verification decision.

Important: Support cannot manually reopen the identity verification step or grant additional attempts. Whether additional attempts are allowed depends entirely on the manual review outcome. If an attempt remains available after review, you can try verification with a different document type (such as switching from driver's license to passport). You will be notified via email if a new attempt becomes available.

Escalating delayed reviews: If more than two business days have passed since your last verification attempt and your status still shows “Under Review”, contact support with the actual date of your attempt and a screenshot of your verification status so the delay can be investigated. Do not send images of your ID to support.