Landlord Struggling with ID Verification? Here's How to Help
Most issues are quick to fix. Here's what to suggest first, and who else can help if they're stuck.
What is Calmony Verify (ID&V)?
A quick ID check we need before releasing payments to your landlord. They'll photograph their ID (passport or driving licence) and take a selfie - it takes under 5 minutes and only needs doing once.
Is your landlord getting an 'Upload Failed' error?
This is almost always a device or browser issue, not an account problem. Suggest they try:
- Allowing camera access when their browser asks
- Switching to Google Chrome if they're using a different browser
- Trying a different device, such as a tablet, laptop, or newer phone
- Using a different ID, such as a passport instead of a driving licence (holograms can cause issues)
Camera permissions guide: https://help.veriff.com/en/articles/3250234-how-do-you-allow-our-service-to-use-your-camera
If your landlord is still struggling
- Suggest a family member or carer helps. They can operate the device on the landlord's behalf - either using the landlord's device, or by forwarding the verification email to their own. The link works on any device. Just remember: the selfie and ID must be of the landlord themselves - a helper can hold the phone and tap the buttons, but can't stand in for the photos.
- Offer to help in person. Using your own device, open the Veriff link, photograph their ID, help with the selfie, and submit. This is often the fastest option and takes under 5 minutes.
When to contact us
If you've tried the above and it's still not working after two attempts, don't wait - email support@calmony.co and we'll check with our technical team to see if there's a wider issue. Please include the name of the person being verified, the error message, and what's been tried so far.