How do I troubleshoot mobile ID verification with Veriff?

Ropes uses Veriff for identity verification on a phone. Use this guide if the verification link will not open, the camera or microphone is blocked, an ID photo or selfie is rejected, or Ropes asks you to retry.

Find your issue

Start ID verification from Ropes

1. Have an original, unexpired government-issued photo ID ready. Veriff generally accepts a passport, driver's license, national ID card, or residence permit.

2. On the Ropes ID Verification step, read and select the consent checkbox.

3. Select Start ID Verification.

4. If Ropes is open on a computer: leave that tab open. Use your phone's Camera app to scan the QR code, or select Copy link to phone and send the copied link to your phone.

5. If Ropes is open on your phone: select Open link in new tab.

6. Follow Veriff's prompts to photograph your ID and complete the live selfie check.

Open the link in the correct browser

Do not complete verification inside an email app, LinkedIn, Facebook, Messenger, Instagram, or another app's built-in browser. Those browsers may not provide the camera features Veriff needs.

iPhone

1. Press and hold the verification link, then select Copy Link. If that option is not shown, open the message's share menu and copy the link.

2. Open the Safari app. The icon is a blue compass.

3. Tap the address bar, press and hold, select Paste and Go, and allow camera and microphone access when asked.

Android

1. Press and hold the verification link, then select Copy link.

2. Open the Google Chrome app. The icon is a red, yellow, green, and blue circle.

3. Tap the address bar, press and hold, select Paste, then tap the arrow or Enter key. Allow camera and microphone access when asked.

Get a new verification link

If the phone shows Link Expired and This verification link has expired or has already been used:

1. Close the expired page on your phone.

2. Return to the original Ropes assessment tab.

3. If Ropes shows Retry Verification, select it. Otherwise, select Start ID Verification.

4. Scan the new QR code or send the new link to your phone. Do not reopen or forward the expired link.

Before changing phone permissions

1. Clean the front and rear camera lenses.

2. Open the phone's regular Camera app. Switch between the front and rear cameras and confirm that both show a clear picture and can focus.

3. Close the Camera app and other apps that may be using the camera or microphone, including FaceTime, Zoom, Teams, Meet, WhatsApp, Instagram, Snapchat, and TikTok.

4. Open the Veriff link once in Safari or Chrome so the browser can request permission. On iPhone, an app may not appear in the Camera or Microphone privacy list until it has asked for access.

If the regular Camera app does not work, restart the phone or use another supported phone.

Allow camera and microphone access on iPhone

Change Safari's default permission

1. Open the grey Settings app.

2. Scroll down and select Apps → Safari. On older iOS versions, select Safari directly from the main Settings screen.

3. Scroll to Settings for Websites and select Camera.

4. Select Ask or Allow.

5. Go back, select Microphone, and choose Ask or Allow.

6. Return to Safari, reload the Veriff page, and select Allow when asked.

Change permission only for the Veriff website

1. Open the Veriff page in Safari.

2. Tap the Page Menu button on the left side of Safari's address bar. Depending on your iOS version, it may look like a rectangle with two lines or show aA.

3. Select More.

4. Under Website Settings For, select Camera → Allow and Microphone → Allow.

5. Tap Done, then reload the page.

If the link is open in Chrome on iPhone

1. Open Settings → Privacy & Security → Camera and turn on Chrome.

2. Go back to Privacy & Security → Microphone and turn on Chrome.

3. If Chrome is not listed, open the Veriff link in Chrome once and respond to the permission prompt. If it still is not listed, copy the link into Safari.

Allow camera and microphone access on Android

Android menu names vary slightly by phone manufacturer. If you cannot find a menu, open Settings and search for Chrome permissions, Camera access, or Microphone access.

Allow permission for the Chrome app

1. Open the phone's Settings app.

2. Select Apps → Chrome → Permissions. On some phones, select Apps → See all apps → Chrome → Permissions.

3. Select Camera → Allow only while using the app.

4. Go back and select Microphone → Allow only while using the app.

Allow permission for the Veriff website in Chrome

1. Open Chrome and tap the three-dot menu. It is usually in the upper-right corner.

2. Select Settings → Site settings → Camera.

3. Turn on Camera. If the Veriff site appears under Blocked, tap it and select Allow.

4. Go back to Site settings → Microphone, turn it on, and change the Veriff site from Blocked to Allow if needed.

5. Return to the Veriff page and reload it.

Check Android's device-wide privacy switches

1. Open Settings → Security & privacy → Privacy → Privacy controls.

2. Turn on Camera access and Microphone access.

You can also swipe down twice from the top of the screen and check Quick Settings for Camera access and Mic access. If either tile says access is off, tap it to turn access on.

Improve the ID photo or selfie

• Use an original, unexpired government-issued ID. Do not use a school ID, library card, birth certificate, photocopy, screenshot, or a picture of an ID displayed on another screen.

• If your ID has two sides, photograph both sides when Veriff asks.

• Place the ID on a flat, contrasting background. Keep all four corners inside the frame.

• Use bright, even light. Tilt the ID slightly if a lamp creates glare over the photo or text.

• If the text is blurry, tap the ID on the phone screen to focus, hold the phone steady, and move it slightly farther away.

• For the selfie, face the camera directly, keep your full face visible, and remove sunglasses, hats, or anything covering your face.

• Read the specific message from Veriff before taking the photo again. If the ID is expired or unsupported, use another accepted document.

Fix loading or connection problems

1. Turn off a VPN or corporate proxy if you are permitted to do so.

2. Switch between Wi-Fi and mobile data, then reload the Veriff page.

3. Fully close Safari or Chrome and reopen the current verification link. If the link has expired, generate a new one from Ropes.

4. Restart the phone, then try again.

Return to Ropes after verification

1. After Veriff confirms that you submitted the check, return to the original Ropes assessment tab or window.

2. Keep that tab open while Ropes checks the result. A manual review can take several minutes.

3. When Ropes shows ID Verification Complete, continue the assessment.

4. If Ropes shows Please retry ID Verification, read the reason and select Retry Verification.

5. If Ropes shows ID Verification Failed without a retry button, email Ropes Support. Do not create repeated verification sessions.

Use another phone

If the cameras do not work or permissions remain blocked, return to the original Ropes tab and generate a new verification link for another phone. Open it in Safari on iPhone or Chrome on Android and allow camera and microphone access again.

Still having trouble?

Email support@ropes.ai and include:

• Your phone model and operating-system version

• Your browser name and version

• The exact message shown by Ropes or Veriff

• A screenshot of the error with personal information hidden

• The steps above that you already tried

For more detail, see Veriff's candidate verification guide, Veriff's Privacy Notice, Apple's Safari website-settings guide, or Google's Android permission guide.