Having trouble verifying your identity?
We use Veriff to verify your identity quickly and securely. Most verifications complete in minutes, but occasionally something goes wrong. This guide covers the most common reasons verification fails and exactly how to fix each one.
Step 1 — Make sure you are using an accepted document
Veriff can only verify the following document types:
Passport (any country valid within the EEA or Switzerland) ✅
National identity card with a photo and visible expiry date ✅
Residence permit (issued within the EEA or Switzerland) ✅
Driving licence (issued within the EEA or Switzerland) ✅
The following documents cannot be verified by Veriff and will always fail:
EU community NIE cards (issued to EU citizens resident in Spain) ❌ - these do not contain an embedded photograph in the chip, which Veriff requires for automated verification. This is a technical limitation of Veriff's system, not a rejection of your application. See below for what to use instead.
Photocopies or scans of any document ❌
Photos of a screen showing a document ❌
Expired documents of any kind ❌
Documents without a visible expiry date ❌
If you hold an EU community NIE card (Spain): please use your passport or your national identity card from your country of citizenship instead. Both are fully accepted by Veriff and will allow you to complete verification successfully.
Step 2 — Check your photo quality
Poor photo quality is the most common reason Veriff rejects an otherwise valid document. Before trying again, run through this checklist:
Use good lighting - natural daylight or a well-lit room works best. Avoid dark rooms or harsh direct light that creates glare on the document.
Lay the document flat on a plain, dark surface. Do not hold it up or photograph it at an angle.
Fill the frame - the document should take up most of the photo. Do not leave large gaps around the edges.
Keep the camera steady - blurry photos will fail. Rest your hand on a surface if needed.
All four corners must be visible - do not crop or cut off any part of the document.
No reflections or glare - tilt the document slightly if the camera flash is causing glare on a laminated surface.
Capture both sides if prompted - many identity cards require a photo of the front and back.
Step 3 — Check your selfie
Veriff compares your selfie to the photo on your document. For the selfie to pass:
Face the camera directly in good lighting — avoid backlighting or shadows across your face.
Remove glasses, hats, or anything covering your face.
Do not use a pre-taken photo from your camera roll - Veriff requires a live capture.
Follow any on-screen instructions (e.g. turn your head, blink) these are liveness checks and cannot be skipped.
Step 4 — Check your camera & microphone permissions
If Veriff cannot access your camera at all, verification cannot start. To fix this:
On mobile (iOS): go to Settings → Privacy
On mobile (Android): go to Settings → Apps → your browser → Permissions
On desktop: Click the three dots or lock icon in your browser's address bar and allow camera & microphone access, then refresh the page.
💡We recommend using Google Chrome Web Browser - it has the best compatibility with Veriff.
Common error messages and what they mean
"Document not supported"
The document type you used cannot be verified automatically. Switch to a passport or national identity card with a photo. If you are using an EU community NIE card, this error is expected — use your passport instead.
"Photo quality too low" or "Image blurry"
Retake the document photo in better lighting on a flat, dark surface. Make sure the document fills the frame and is in sharp focus.
"Face does not match" or "Liveness check failed"
Retake your selfie in a well-lit area, facing the camera directly. Follow any movement instructions shown on screen. Do not use a photo from your camera roll.
"Document expired"
Your document's expiry date has passed. You will need to use a different, currently valid document.
"Verification session expired" or the page goes blank
Your session timed out. Go back to the Monefit app or website and restart the verification process from the beginning. Your progress is saved — you will not need to re-enter your personal details.
Still failing after trying all of the above?
If you have worked through every step above and your verification is still not completing, please contact us and include the following information so we can resolve it as quickly as possible:
The type of document you are trying to use
The country that issued it
The exact error message you are seeing (a screenshot helps)
The device and browser you are using
You can reach us via Live Chat in the app or by email at [email protected].
Our team will review your case and, where possible, help you complete verification manually.