If your verification didn't go through, find the situation below that matches what happened.
Why was my verification rejected?
Your account information doesn't match your ID. SignUpGenius requires a single individual to be the responsible "owner" of an account for verification purposes. This fails when:
- The name or date of birth saved on your account doesn't match your government ID — even a small discrepancy, like a maiden name still on file or a typo in a birth date, causes a mismatch.
- The account is listed under an organization or group name (a club, team, or booster name) instead of an individual's first and last name. Verification is tied to a person, not an organization, so this is always rejected regardless of how valid the ID is.
Fix: Contact Support and let us know your account needs updating to match your identity. We can correct the name and details on file and clear you to resubmit.
Photo quality issues. Even a valid, current ID can be rejected if the system can't clearly read or match it — most often because of:
- Glare on the ID (from overhead lighting, a window, or a laptop screen), which can prevent an accurate match even if the ID looks readable to you
- A blurry or angled photo
Fix: Review the photo tips in Verify Your Identity and try again.
You've exceeded the maximum number of attempts. Rare, but the system may temporarily lock further attempts as a security measure after repeated failures.
Fix: Contact Support and we'll reset it for you.
Camera and device issues
Can't access your camera: Enable camera permissions on your device and browser (see browser-specific steps below).
Trouble uploading an image file: Select "Other Options" and choose "Upload Images" if not automatically prompted. Make sure the image is clear, in full color, shows all edges of the ID, and is saved as .png or .jpg.
Barcode isn't captured clearly: Try switching to a mobile device (higher-res camera than most desktops), reduce glare and backlighting, and hold the camera or ID as still as possible.
"Failed to capture screenshot" error: Turn off Low Power Mode and make sure your device is charged — some devices limit camera function to save battery, which triggers this error.
Trouble scanning a passport with NFC: Remove any case or cover from both the passport and phone, try the other cover of the passport (the chip isn't always where you'd expect), and hold the phone directly against it with no gap until the scan completes.
Session and request issues
Verification link expired, or you see a "Session Expired" error: Both happen for security reasons — a link that's aged out, or a session left mid-flow (e.g., closing your browser). Contact Support for a new request.
Ongoing trouble completing verification on a computer: Switch to a mobile device with a good camera — within the flow, look for the option to continue on another device via a text or email link that picks up where you left off.
How do I enable camera permissions on my browser?
If you're using Chrome, follow the steps in the relevant link below:
- For Desktop
- For iPhone & iPad
- For Android
If you're on Safari, follow the relevant steps below:
- For Desktop
- For mobile devices below iOS 13:
- Go to Settings on your device.
- Scroll down and select Safari.
- Scroll down and select Camera. Set the permission setting to "Ask" or "Allow".
- For mobile devices on iOS 13:
- Tap the "AA" icon in the URL bar in the top left.
- Then tap "Website Settings." Here, set camera permissions to "Allow" or "Ask".
If you're using an iOS or Android app:
- Go to Settings on your device.
- Go to Apps.
- Find the app that you wish to enable camera permissions for.
- Find the App Settings and allow camera permissions.