To complete identity verification and access Subs, you must have a valid, in-date, government-issued photo ID. Below are the most common reasons verification fails and how to fix them.
Common reasons for a failed verification
Poor image quality or blurriness
Make sure the photo of your ID is sharp and clearly readable. Avoid blurry or out-of-focus shots. If your device camera struggles to focus, try placing your ID on a plain white surface to help the camera lock on.
ID is cropped or cut off
Your entire ID must be visible in the frame — all four corners should be clearly shown. Zoom out if necessary so the full document is captured.
Low lighting or glare
Take your photo in a well-lit environment. Avoid reflections or direct flash on the ID, as these can obscure details and cause the scan to fail.
ID is expired or out of date
Only valid, in-date documents are accepted. Check your expiry date before submitting.
Unsupported document type
Your ID must be internationally recognised. If your ID document is rejected, try submitting either your drivers licence and or your passport instead, as these are more universally supported.
Selfie issues
Your selfie must be clear, taken in good lighting, and against a plain background. Make sure your face is fully visible and unobstructed — no hats, sunglasses, or heavy filters.
Camera not working during verification
Subs uses Ondato/ YOTI to complete identity verification. To take photos of your ID and selfie, you need to grant camera permissions to your browser or device. See the section below for help enabling this.
Desktop webcam quality
If you are verifying on a desktop computer, your webcam may not produce images of sufficient quality. We recommend switching to mobile: on the first screen of the Ondato flow, click "Switch device" and scan the QR code with your phone to continue on mobile.
How to enable camera permissions
If your camera is not working during the Ondato verification flow, you may need to grant camera access. Here's how:
- iPhone (Safari): Go to Settings → Safari → Camera → Allow
- Android (Chrome): Open Chrome → tap the three dots → Settings → Site settings → Camera → Allow
- Chrome on desktop: Go to chrome://settings/content/camera and ensure it is set to "Sites can ask to use your camera"
- Safari on desktop: Go to Safari → Preferences → Websites → Camera → Allow for the verification site
- Firefox on desktop: Click the camera icon in the address bar when prompted, or go to Preferences → Privacy & Security → Permissions → Camera
Still stuck?
If you have tried all of the above and are still unable to complete verification, please contact our support team using the help button at the bottom of this page and include a description of the error message or issue you are seeing.