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Verification Troubleshooting

If you're experiencing issues with identity verification, this guide covers common problems and solutions.

Common Issues​

Document Not Accepted​

Problem: Your ID document was rejected during the verification process.

Solutions:

  • Ensure the document is not expired
  • Use a government-issued ID (passport, driver's license, national ID)
  • Make sure all text is clearly visible
  • Avoid documents with physical damage
  • Use original documents, not copies

Poor Image Quality​

Problem: Photos are blurry or unclear.

Solutions:

  • Clean your camera lens
  • Use good lighting (natural light is best)
  • Hold your device steady
  • Place documents on a flat, dark surface
  • Avoid shadows and glare
  • Retake photos if prompted

Selfie Doesn't Match​

Problem: The selfie doesn't match your ID photo.

Solutions:

  • Remove glasses, hats, or face coverings
  • Ensure similar lighting to your ID photo
  • Face the camera directly
  • Keep a neutral expression
  • Make sure your entire face is visible

Verification Taking Too Long​

Problem: Verification is stuck in "pending" status.

Solutions:

  • Wait 24 hours (some verifications require manual review)
  • Check your email for requests for additional information
  • Contact support if pending for more than 48 hours

Technical Errors​

Problem: The verification process won't load or crashes.

Solutions:

  • Refresh the page and try again
  • Clear your browser cache and cookies
  • Try a different browser (Chrome recommended)
  • Try on a mobile device if using desktop (or vice versa)
  • Ensure your internet connection is stable
  • Disable browser extensions temporarily

Camera Not Working​

Problem: Can't access camera for verification.

Solutions:

  • Grant camera permissions when prompted
  • Check browser settings for camera access
  • Try a different browser
  • Restart your device
  • Ensure no other app is using the camera

Document-Specific Tips​

Passport​

  • Open to the photo page
  • Ensure machine-readable zone is visible
  • Include both pages if it's a biometric passport

Driver's License​

  • Capture front and back if requested
  • Ensure holographic elements don't cause glare
  • Position flat against a contrasting background

National ID​

  • Capture both sides if applicable
  • Ensure the ID is current and valid
  • Keep all text within the frame

Retry Verification​

If your first attempt fails:

  1. Wait a few minutes before retrying
  2. Review feedback about what went wrong
  3. Prepare better lighting and positioning
  4. Try a different document type if available
  5. Attempt verification again

You can retry verification multiple times if needed.

When to Contact Support​

Contact support@elitoro.com if:

  • Verification fails repeatedly with no clear reason
  • Status stuck in "pending" for over 48 hours
  • You receive an error message you don't understand
  • Your document type isn't supported
  • You have privacy concerns about the process

When contacting support, include:

  • Your registered email address
  • Description of the issue
  • Any error messages received
  • Steps you've already tried

Privacy Questions​

Is my data safe? Yes. Verification is processed by Veriff, a trusted identity verification provider. Your documents are encrypted and not stored by ELITORO.

What data does ELITORO receive? ELITORO only receives a verification status (verified/not verified), not your actual documents.

Can I delete my verification data? Contact Veriff directly for data deletion requests related to verification.

Still Having Issues?​

If you've tried the solutions above and still can't complete verification:

  1. Take note of any error messages
  2. Note which step fails
  3. Contact support@elitoro.com with details
  4. Our team will assist you personally