Identity Verification Checklist and Troubleshooting

This article explains how to complete identity verification on Remote and what to do if verification fails. Remote uses Persona, a secure third-party identity verification service, during processes such as onboarding and 2FA resets.

• What do I need to pass identity verification?
• Which web browsers are supported?
• Which devices can I use?
• How do I fix camera or microphone permission issues?
• What if my verification fails?

ID capture

• Use a physical copy of your government-issued ID. Remote does not accept electronic versions.
• Make sure your full legal name and date of birth on the Remote platform match the details on your government ID.
• Make sure the ID is valid (not expired or physically damaged).
• Clean your camera lens before starting. Remove any fingerprints or obstructions.

Liveness check

• Sit in a well-lit room. Avoid bright light directly behind you, as this can cause overexposure.
• Hold steady for a few seconds while the photo is being recorded. Remote provides an on-screen frame to position your face.
• If the photo looks blurry or unclear, retake it.
• Remove any headphones, glasses, or headgear before starting the liveness check.
• Complete the verification on your own. Another person walking into the frame during the check can cause it to fail.

Document check (if required)

• Provide the exact documents requested in the document section.
• If a bank statement is requested, it must include your full name, complete address, and be no more than three months old.

• Chrome
• Firefox
• Brave
• Safari
• Edge

You can use any device with a supported web browser, a camera, and a built-in microphone. Mobile devices are also supported.

If you see a black screen when trying to use your camera, or if verification does not start, your browser may be blocking camera or microphone access.

• Check your browser settings and make sure camera and autoplay permissions are set to Ask when a site wants to... rather than Blocked.
• Make sure remote.com is not on your browser's block list.
• If you have blocked access to your device camera or microphone at the system level, update your device settings to allow access.

In most cases, verification fails because of:

• Bad photograph quality (blurry, noisy, overexposed, or underexposed)
• The ID photograph is difficult to compare to the live photograph because facial features have changed significantly
• The ID document has expired
• The ID document is damaged

If your verification fails, contact Remote support through live messaging. Remote will review the information and contact you directly within 48 hours.