Troubleshooting ID Verification Failures During Onboarding

Last updated: October 30, 2026

If your ID verification has failed or is blocked during onboarding, this article will help you understand why it may have failed, what steps to take, and how to get further assistance.

How to Submit Your ID for Verification

To complete ID verification:

  1. Log in to your Turing account and navigate to the onboarding or User Verification checklist.

  2. Open the "Verify your identity" step and follow the on-screen prompts to capture and upload your ID.

There is no separate upload option outside of this flow. You must complete verification within the in-app capture flow.

Note: If you see the message "ID submitted successfully," this only means the system received your images — it does not confirm that your identity has been verified. Always check your verification status separately to confirm approval.

Accepted ID Types

Use a currently valid, government-issued ID. Accepted document types include:

  • Passport (must be currently valid — not expired)

  • Driver's license

The following are not accepted, even if government-issued:

  • Expired, damaged, temporary, or digital copies of any document

  • Electoral cards, tax cards, green cards, or PAN cards

  • Residence permits from countries not supported in the verification system's country dropdown

If your country is not available in the verification system's country dropdown, you must use an accepted document (passport or driver's license) from a supported country instead.

Nigeria-specific: Accepted documents are an international passport, driver's license, or a physical NIN card. Digital NIN slips are not accepted.

Common Reasons for Verification Failure

  • Blurry or unreadable images

  • Expired or unsupported identification documents

  • Incomplete document capture (not all four edges of the ID visible)

  • Mismatched personal information between your Turing profile and your ID (name, date of birth)

  • Unsupported document types

  • Using a duplicate Turing account (see below)

Duplicate Turing Account

If you have two Turing accounts and verification is failing on one, it may be because you are already verified under your personal registered email address. In this case, continue onboarding using your existing verified account. Attempting to verify a duplicate account will result in a verification failure.

Troubleshooting Tips Before Retrying

Before attempting verification again, try the following:

  • Use a desktop browser in a private/incognito window.

  • Disable VPN, proxy, ad-blocker, and other browser extensions.

  • Allow camera access, clean the camera lens, and ensure bright, even lighting.

  • Place your ID flat on a dark, non-reflective surface with all four edges clearly visible.

  • Ensure your Turing profile name and date of birth match exactly what is on your ID.

  • Upload original, unedited images and take a straight-on selfie without hats, glasses, or masks.

What Happens After Multiple Failed Attempts

If you have failed verification twice, your case is automatically placed into manual review and further attempts will be blocked until the review is complete. This process typically takes 1–2 business days. You will be notified by email when the review is finished.

If your status shows "Under Review," wait for the email update before attempting verification again. The verification step cannot be manually reopened on request — any additional attempt will be determined by the outcome of the manual review.

Onboarding deadline protection: If the manual review period extends beyond your onboarding deadline, your start date will be automatically protected and extended. You will not be removed from the process due to a pending verification step.

Once manual review is complete, one of two outcomes will occur:

  • Second attempt granted: The verification team will provide specific details about why the verification was rejected and what is required for resubmission. Once the requested documentation is successfully resubmitted, the verification process can continue.

  • Final rejection issued: You will be notified of the rejection. Final rejections are not reversible, and accounts that have received a final rejection cannot be reset to apply for other positions on the platform.

Impact on Work and Payments

Account verification must be completed before you can participate in any engagements or have payments processed. You cannot begin working while verification is pending, and incomplete verification will block payment processing.

Contacting Support

If you are unable to resolve your ID verification issue through the steps above, contact the appropriate team:

To help the support team investigate your issue, include the following information in your message:

  • Device and browser (including version)

  • Any error message displayed, or the step at which the verification flow stops

  • Country and type of ID used

  • Timestamp of your latest verification attempt

Important: Do not send photos or images of your identity documents through support conversations or email. Sending ID photos via support channels does not replace proper submission and will not advance your verification. Identity documents must always be submitted through the official verification flow in your Turing account.

Incorrect ID Number Captured by the System

If your ID number was captured incorrectly (for example, due to an OCR extraction error) and the field is locked as read-only in your profile, contact support for a manual correction or KYC reset. Include the following in your request:

  • Your legal name and country

  • Your correct ID document number and its expected format (for example, a 12-digit numeric string with no hyphens)

  • A screenshot showing the locked field or incorrect information in your dashboard