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.

In this article, we will cover:

• 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?

What do I need to pass identity verification?

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.

Which web browsers are supported?

• Chrome
• Firefox
• Brave
• Safari
• Edge

Which devices can I use?

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

How do I fix camera or microphone permission issues?

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.

What if my verification fails?

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.