ID Verification - Common Errors

Multiple Account Detected

This error indicates that you have previously verified on another account. If this is the case, we would recommend that you continue to play on your verified account. If that is not possible then you will need to delete the verified account and wait out the 6 month waiting period before you can then verify again on another account.

If you are sure that you have not previously verified on any other account but are still seeing this error, please contact support.

Face Matching Unsuccessful

This error means that the system is having issues matching your selfie to either your ID or your initial verification attempt. You must verify your own account, if you are trying to verify with a 3rd party, this will not work. Support cannot help anyone but the first person to attempt the verification process to verify.

If you are the only one who has attempted to verify but you are still getting this error, the system is likely having an issue matching your selfie to the face on your ID. If the ID is older and you look quite different from the image there, please contact support and we can look into this for you.

My verification is stuck on ‘Pending’

All verification attempts will result in either a pass or fail, but the process can take up to around 15 minutes to complete in some cases. If your verification is stuck on pending, please wait for it to complete.

There’s no QR code to start the verification process

If you cannot see the QR code when attempting to verify your account, please try to initiate the verification process from another browser.

No document detected

Please make sure that you are taking a photo of the correct side/page of the ID. Also make sure that you are using an accepted form of ID for your location, you can find a full list here

No motion sensors access

This means that your device that you are trying to use is too old to complete the verification process, please try to use a friend or family member’s phone to try to complete the process if possible. Please note that it still must be you who goes through the verification process, even if you are using someone else’s device.