For workers

If your ID check does not pass

What each result means, your three tries, and every way forward.

We could not read your ID: this is almost always glare or blur. Lay the ID flat near a window and take the photos again. Keep all four corners in view.

The face check did not finish: find even light on your face. Take off hats and sunglasses. Hold the phone at eye level and follow the steps on screen.

After one try that did not pass, the screen says: You have 2 tries left. After three, a person checks it for you. You can also go in person.

A Lerabase team member may ask you to retake one photo, or to finish the face check after a problem on our side. The screen says which one, and it uses none of your tries.

Already have an account? If your ID belongs to an account you already have, a person checks it first. Then the screen shows a hint of that account's email and Keep that one, which copies your profile answers there and closes this account.

After three tries, the online check stops. Pick one: a Lerabase team member checks the pictures from your tries, or an In-person ID check. We answer within 2 business days, and the screen shows the exact day.

A person is checking your ID: you do not need to do anything. You can keep building your profile. The reference code on the screen opens your Support request.

Something went wrong on our side: it was not your fault, and it did not use a try. Your photos are saved, and a person gets your check going again. You can also ask for an In-person ID check instead.

Not approved: the screen gives one plain reason, the reference code, and the appeal door. You can try again online after 30 days, or right away with a different or renewed ID. A person decides that new check. After the 30 days the screen shows Try again.

We could not verify your ID: this has no other reason on screen. You can ask for an appeal or an In-person ID check.

Under 18: the check stops and we delete the photos right away. The account is closed. You can join again when you are 18. If your ID was misread and you are 18 or older, ask for an In-person ID check through our Contact page.