Our goal is to make your selfie and photo ID upload as easy as possible. If you're having difficulties with uploading your selfie or photo ID, the following steps will help you to troubleshoot issues. If you're wondering why identity verification is required, you can learn more in the article here: Why do I have to upload a picture of my face or my government-issued photo ID?

Our photo ID upload software uses technology that screens each image to make sure they meet certain necessary requirements. This technology is created to prevent fraud and fake IDs, but sometimes it can be too reactive and will complicate the upload process. 

Although the software will attempt to inform you of the issue and help to troubleshoot, there are certain things you can do to improve your chances of a successful upload.

Here are seven major reasons your selfie or photo ID may have been rejected, with solutions included:

1. Your images are blurry, aren’t well-lit, or have a glare

   • Make sure that your selfie and photo ID are taken with good lighting nearby and that your device is steady while capturing the image. If your light source is too close, it can also cause a glare. Try finding a space with natural indirect light for the highest quality resolution.

2. Your appearance is different than your photo ID

   • Our software screens for similarities in facial recognition between your selfie and photo ID. If there is a difference between the two, the system may not accept one of the images. For example, if you have glasses on, your facial hair has changed, your eye color is different, you’re wearing a mask or face covering, or you’ve been in an accident or have had surgery, there's a possibility the software may reject your photos. While there are some things that may be outside of your control, it’s important to try to make your selfie resemble your photo ID as much as possible.
     

3. You’re trying to upload a non-US passport

   • Cerebral, as an organization, does accept foreign passports for proof of identity. However, the software we use to verify your identity often doesn’t accept these documents. If you don’t have a valid US photo ID to upload, please send your selfie and the images of your foreign passport to verify@cerebral.com (UK: support@getcerebral.co.uk) and a coordinator will personally assist you with ID verification.
     

4. You’re trying to upload an expired or non-government-issued photo ID

   • There are certain forms of ID that may be ineligible for verification purposes. For example, if you’re attempting to upload a photo ID that hasn’t been issued by the government, such as an employee badge, student ID, or membership card, our system will reject these images.
     
     If you’re attempting to upload an expired ID, the software will reject these images also. However, in light of the recent COVID-19 pandemic, if you’re waiting to receive a new photo ID in the mail, you may be able to use your temporary or expired license in place of the one you’re expecting to receive. Please contact support@cerebral.com (UK: support@getcerebral.co.uk) for assistance in these circumstances.
     

5. Your request has timed out after stepping away

   • On occasion, your request may time out during the selfie or photo ID upload process. This usually happens when you’ve left the screen open for too long. To resolve this issue, please sign out of your account and then sign back in again. You’ll be taken to the beginning of the ID verification process and will be able to proceed without interruption.
     

6. The system isn’t capturing your selfie while you’re looking side to side

   • Since there isn’t a button to capture your selfie image while in this part of the verification process, you may find that the software won’t capture your image by itself. This may be related to improper lighting, so it’s advisable to find a well-lit area to take your photo.
     
     However, there are two other solutions available. First, if your selfie isn’t being captured properly on your current device, you also have the option to continue on a different device. You can accomplish this with the link provided in the verification process, or by signing into your account on a different device. Second, refreshing your browser, clearing your cache & cookies, or logging out of your account and logging back in again may be attempted to resolve the issue.
     

7. You haven’t given your device permission to use the camera
   

   • Camera access issues can arise from two situations. Either the camera itself is not functioning properly on your device, or you have not given Cerebral’s application permission to use your camera.
     
     In the first situation, you may need to update your device’s operating system or the software driver that is powering your camera. Try opening another program or application that uses your camera. If your camera works then you can rule out this situation. If it doesn’t, check your system setting for any pending updates that may need to be installed. Your camera issue should be resolved with an update and by restarting your device.
     
     If it still won’t work, the software driver for the camera may be the problem. Searching online should yield a solution to your camera issue, or you may try contacting your device manufacturer’s support team. If all else fails, try completing the verification process on a different device where the camera does work.
     
     In the second situation, if you haven’t granted Cerebral access to your camera, open your device’s settings and find Cerebral’s application if you’re on a smartphone or tablet, or find the browser you’re using if you’re accessing Cerebral through our website. From here, you should be able to see whether you have toggled permission for our application or your browser to use your camera.

If all else fails…

The system will attempt to verify your selfie and photo ID up to 5 times. If you’re still having issues, don’t give up! You’ll be directed to a screen where you can submit a support request and one of our friendly support team members will be able to assist you further.

Experiencing issues with uploading your selfie or photo ID can be frustrating. Rest assured, this is the final step before getting started with your care! Please know that we’re standing by ready to help. If the above troubleshooting methods aren’t working, we’ll get back to you ASAP once you’ve submitted a support request.