How to complete the identity verification on your application, and what to do if your ID cannot be verified.

A key initial step in both the pre-qualification and application process is identity verification. When applying through VERO, completing the identity verification process is a crucial step to ensure the security and authenticity of your application.

To reduce the risk of identity theft and ensure that your identity is fully verified, this process involves uploading a photo of your ID, taking a selfie, and confirming some personal details.

It's important to note that not all forms of identification are accepted for this purpose. VERO requires government-issued photo IDs that are valid, unaltered, unexpired, and verifiable.

Acceptable Forms of ID

The Acceptable Forms of ID are the following:

• Driver's License

• State-Issued ID Card

• Passport

• Passport Card

• Permanent Resident Card

• Work Permit

A full list of accepted IDs is presented at the time of verification.

Types of ID that are not accepted

Unacceptable forms of ID include, but are not limited to the following:

• Military IDs

• Student IDs

• Library cards

• Temporary paper IDs

• Work-related ID cards or badges

Identity Verification Steps

Verifying your identity is easy with our step-by-step process. Follow the guidelines on the screen for a seamless experience for each part of the verification process.

Government Issued ID and Database Verification

The first portion of your Identity Verification is to verify your government-issued ID by completing the following steps:

• Follow the prompts to take a clear and focused picture of the front and back or other elements of your government-issued ID.

  • Do not crop, add filters, or make alterations to the photo of your ID

• Once you've taken a photo of your ID, the system will confirm the document type and issuing authority automatically.

VERO will run the details from your government-issued ID against the database of the issuing authority of the ID to confirm the details as part of this verification step. If any of the information cannot be matched or the image of the ID document is unclear, you will be asked to try again.

Tips & Tricks for Successful ID Verification:

• Use bright or natural lighting and avoid any glare

• Remove any glasses, hats, or face coverings that could obstruct your face

• Take live photos using your device's camera; do not upload scanned images. Make sure the picture of your ID is clear and in focus.

• If you’re using a computer, try the "continue on another device" feature for a smoother experience using a smartphone.

• Be sure to enter your full legal name on your application exactly as it is shown on your ID.

Frequently Asked Questions (FAQs) about ID Verification:

Q: My ID has expired. Can I still use it?

A: No, you cannot use an expired ID for your ID verification with VERO. Please select a different form of ID that you have that is current instead.

Q: My ID is damaged. Can I still use it?

A: Depending on the extent of the damage, we may not be able to extract the data from your ID to run the verification, and it will fail. It is best to use an undamaged form of ID.

Q: I don't have my ID with me. Can I use a picture I have of it?
A: A live photo of your ID should be used for best results. Saved images may be of poor quality, may not have the right sections of the ID required to be imaged, or alterations like cropping or filters may make it unable to be verified.

Q: I am being asked for an SSN when I select a Driver's License as the document type, but I don't have an SSN. What should I do?
A: Being requested for an SSN to pair with your Driver's License is a verification required by some properties. If you are being requested this but don't have an SSN, select a different form of ID for your ID Verification.

Q: I keep trying and following all the prompts, but my ID is still not being verified. What's wrong?
A: A failed ID verification can happen for many reasons. If the government-issued ID is recently issued or you recently had a name change, the issuing authority database may not yet be updated to reflect the information that the ID you've provided is being run against. Try another form of ID to verify. If you do not have another form of ID, reach out to VERO Support for additional assistance.

Selfie Portrait Verification

The selfie portrait section of your Identity Verification is used to verify your submitted government-issued ID by completing the following steps:

• Be sure to have good lighting before starting this step of the process

• Locate yourself in a place with minimal background objects or crowded spaces

• Remove hats, masks, or glasses

• Follow the on-screen prompts for centering and turning your head

If the selfie does not meet the requirements or the images are unclear, you will be prompted to try again.

Tips & Tricks for Successful Selfie Verification:

• Use bright or natural lighting and avoid any glare

• Remove any glasses, hats, or face coverings that could obstruct your face

• Carefully follow the on-screen instructions for centering your face and turning your head in the prompted direction. Be sure not to turn your head too quickly. We will need to capture your face looking left, right, and straight ahead.

• Take live photos using your device's camera; do not upload scanned images.

• If you’re using a computer, try the "continue on another device" feature for a smoother experience using a smartphone.

Frequently Asked Questions (FAQs) about Selfie Verification:

Q: I look different now than when the image in my ID was taken. Will it be able to tell it's me from my selfie?

A: Yes! Changes in how you look, like hair length and style or age, are not a hindrance to being able to compare your selfie image to the portrait on your government-issued ID.

Q: How is the selfie used to verify my identity?

A: The selfie is being compared to the image on your government-issued ID to confirm that both faces match. If the image on your ID is blurry or of poor quality, it may have a hard time matching the selfie. Use a form of ID that has a clear portrait for comparison.

Q: Can I use selfies I already have taken?

A: No, previous selfies should not be used; things like cropping, filters, image quality, and the like can interfere with successful verification. Additionally, you must take your images live and in certain positions to successfully cross-reference against your ID.

Issues taking a picture for your ID or Selfie Verification

All Mobile Devices:

If you’re having trouble using your camera in your mobile browser, follow the steps below based on your device and browser for basic troubleshooting:

• Ensure no other apps (like Instagram or Zoom) are currently using the camera.

• If the site previously asked for camera access and you clicked "Don't Allow", you’ll need to manually update permissions in your browser.

• Are you using an in-app browser? Some apps like to open websites in an embedded browser rather than opening in your device's browser, which may block the camera. Try copying the link and pasting it directly into your browser.

• Try restarting your device and browser before troubleshooting further.

For specific steps for each device and browser type, see below:

Android Mobile Devices

Chrome - Browser Camera Settings:

1. Open Chrome and navigate to the website.

2. Tap the lock icon in the address bar.

3. Tap Permissions > Camera and choose Allow.

Other Browsers - Camera Settings

Similar steps apply to other browsers (Firefox, Samsung Internet) used on Android devices.

1. Access browser settings and site permissions to ensure the camera is allowed.

Android or Other Browser App settings:

1. Go to Settings > Apps > Chrome (or name of alternate browser) > Permissions.

2. Make sure the Camera is set to Allow.

3. Clear blocked App settings if needed:

   1. Go to Chrome > Settings > Site settings > Camera.

   2. Remove or update any sites listed under Blocked.

iPhone or iPad Mobile Devices (iOS)

Safari (iOS) - App System Settings

1. Go to Settings > Safari > Camera.

2. Set to Allow or Ask.

3. Re-enable access if previously denied:

   1. Visit the site in Safari again — it should re-prompt you.

   2. If it doesn't, go to Settings > Safari > Advanced > Website Data, find the site, and delete its data to reset permissions.

Chrome - App System Settings

1. Go to Settings > Chrome.

2. Ensure the Camera is turned on.

Chrome - Browser Settings

1. Open Chrome and go to the website.

2. Tap the lock icon in the address bar.

3. Tap Site Settings > Camera, then select Allow.

If you’ve followed the steps above and your camera still doesn’t work on Chrome on your iOS device:

• Try using Incognito/Private Browsing mode to bypass saved settings.

• Clear your browser cache and cookies.

• Make sure the mobile app is updated to the latest version.

Other Browsers on iOS Mobile:

• Check your browsing App's settings by going to Settings and selecting the name of your browser. Ensure the Camera is turned on.

• Check your browser's settings directly. You may need to look up how to access the specific browser settings to grant camera access.

All Desktop Browsers

If you're having trouble taking your selfie or ID image through your desktop browser, try the following troubleshooting:

• Ensure a camera is physically connected and working (built-in or external).

• Close other apps that may be using the camera (e.g., Zoom, Teams).

• Refresh the browser or restart your computer if needed.

• Make sure the browser and operating system are fully updated.

• Try a private or incognito browser

• Try clearing your browser's cache and cookies

For additional Troubleshooting on all browsers:

Check site permissions in the browser:

1. Click the lock or settings icon to the left of the URL

2. Toggle the camera settings to ON or select the settings option

3. Under Camera, choose "Allow"

Check Operating System permissions:

For Windows:

1. Go to Settings > Privacy > Camera.

2. Turn on Camera access for this device and Allow apps to access your camera.

3. Scroll to Allow desktop apps to access your camera and make sure it’s ON.

For MacOS:

1. Go to System Settings > Privacy & Security > Camera.

2. Make sure the browser is toggled ON.

If the above does not work, try these specific troubleshooting steps based on the desktop browser you're using:

Google Chrome Desktop Browser

1. Navigate to chrome://settings/content/camera

2. Ensure the camera is selected in the drop-down

3. Toggle the setting "Sites can ask to use your camera" to ON

Safari Desktop Browser

1. Go to: about: preferences#privacy

2. Scroll to Permissions > Camera.

3. Click Settings... and ensure the site is listed and allowed

Microsoft Edge Desktop Browser

1. Go to: edge://settings/content/camera

2. Ensure camera access is enabled and the correct device is selected.

Firefox Desktop Browser

1. Go to: about: preferences#privacy

2. Scroll to Permissions > Camera.

3. Click "Settings..." and ensure the site is listed and allowed.