Identity Verification (IDV): How It Works and How to Get Unblocked

When you join a project that requires it, you'll be asked to verify your identity before you can start working. This page explains how it works, what we do and don't store, and what to do if you get stuck.

What identity verification is
Identity verification (IDV) confirms you're a real person by matching the government ID you provide to a live selfie you take during the process. It usually takes about 2–5 minutes. It is not a background check or a fraud investigation — it doesn't check your address or credit. It only matches the name you enter to the name on your ID, and your ID photo to your selfie.

What data we store
We do not store your ID document or selfie. Those are captured and processed securely by our verification provider and are not kept in Label Studio. In our system we only store your verification status — for example not started, in progress, verified (passed), or failed (not passed) — along with the date it completed.

Who runs the verification
We use a trusted third-party provider, Trolley, to run identity verification. Trolley presents the secure form where you enter your details, upload your ID, and take your selfie. (Depending on your country, Trolley may use an underlying verification service such as Veriff, but the process will always be shown to you as Trolley.)

Before you start, you'll need

• A valid, non-expired, government-issued photo ID — the physical document, not a photocopy or a picture of an ID shown on a screen.
• A device with a working camera. A mobile phone is recommended, since phone cameras usually produce clearer images than webcams.

Tips to pass on the first try

• Use even lighting and avoid glare or shadows; don't sit with a bright window or light directly behind you.
• Hold steady and let the camera focus so the image is sharp.
• Lay your ID flat on a plain, non-reflective surface, with all four corners visible and nothing cut off or covered.
• Keep your face fully visible — remove sunglasses, hats, and masks.
• Make sure you're alone in the frame, with no other people, screens, monitors, or mirrors visible behind you. (A reflection or a screen in the background is the single most common cause of a failed check.)

If you get stuck

• "A screen was used / multiple people / non-accepted practices" error: This is usually a false alarm caused by image quality — glare, a reflection, low light, or a screen/mirror in the background. Move to a plain background with even lighting and try again.
• Your attempt failed and there's no retry option / you're locked out: After a failed attempt the retry option can be temporarily unavailable. Contact support and ask for your verification to be reset — you'll then get a fresh attempt.
• Your ID or country isn't recognized, or the form expects something your ID doesn't have: Some valid IDs don't fit the provider's expected format (for example, an ID with no signature on the back). If your document keeps getting rejected, contact support so we can review your case or advise on an acceptable document.
• You submitted but your status hasn't updated: Results can take a few minutes, occasionally longer. You don't need to resubmit — refresh or sign back in a little later to check.

Contact support
Email contractorsupport@humansignal.com or submit a ticket with the email address on your account and the project you're onboarding to.