Help with identity verification

Most verification issues come down to image quality or a name mismatch. Here is how to fix them, and when to ask for help.

If your check did not pass

Try again with these points in mind. You get 3 live tries a day.

1. Use a valid, in date ID that the app offers for your country. Any passport works.
2. Choose the country that issued the document, not the one you live in.
3. Photograph the document in good light, inside the frame, with no glare.
4. For the selfie, remove glasses and caps, face the light and keep your face inside the oval.
5. Check that the legal name on your account matches your ID.

If it still does not work, tap Send photos for review. See How to verify your identity without a face scan.

If your check is under review

The screen shows Checking your details while the automated check runs. This is usually under 2 minutes, and sometimes up to an hour. Photos sent for a manual review are looked at by trained Pickup staff. Most reviews finish within 24 hours. Some take up to 3 working days. You will be notified when it is complete. If your trip is soon, contact support and include your trip date.

If your details have changed

A new ID, a change of name or a new photo may mean you need to verify again. Update your profile first, then complete the check the next time you are asked.

Getting help

1. Open Profile and tap Help.
2. On your trip under YOUR TRIP, tap Verify your identity. Or choose Account and privacy.
3. Tap Still need help?, then Chat in the app.

Tell us the ID type you used and what the app showed. Do not send photos of your ID by email; the app handles documents securely.

Why we verify

Verification protects operators, crews and other guests. The automated check is run by Dojah, our licensed identity partner, and your data is handled under the Nigeria Data Protection Act 2023.