Why is my verification failing?

After you pay for your first booking, and before the trip, you confirm your identity with an ID document and a selfie. The automated check is run by Dojah, our licensed identity partner. Most go through first time. If yours does not, these tips usually help.

Document upload problems

When you scan your document, check that:

• the country matches the country that issued your ID
• you chose the right ID type on Choose your ID
• the document is valid and not expired
• the whole document is inside the frame
• there is no glare, blur or shadow across the text
• the name matches the legal name on your Pickup account

Selfie problems

On Take a selfie:

• stand facing a window or bright light
• remove glasses, caps and face coverings
• hold the phone at eye level
• keep your face inside the oval and hold still

You get 3 live tries a day. After that, tap Send photos for review, and a person reviews them. See How to verify your identity without a face scan.

Name mismatch

If your account name differs from your ID, for example a nickname or a missing middle name, your check may fail. Contact us to correct your name. See How to update your details.

Checks under review

Photos sent for review are looked at by trained Pickup staff. Most reviews finish within 24 hours. Some take up to 3 working days. You will be told in the app when it is complete. Avoid submitting again and again, as repeated attempts can slow things down.

Still not working

Go to Profile > Help, choose your trip under YOUR TRIP and tap Verify your identity, then Ask for a manual check. See Help with identity verification.

Your ID and selfie are processed under the Nigeria Data Protection Act 2023. See the Privacy Policy.