Yes — a failed identity verification is not final. Most failures are caused by image quality, not by anything wrong with you or your document.
If a retry option is available
Fix the most common causes before your next attempt:
- Use even lighting; avoid glare, shadows, and bright light behind you.
- Lay your ID flat on a plain, non-reflective surface with all four corners visible.
- Use the physical document — not a photocopy or a picture of an ID on a screen.
- Keep your face fully visible (no sunglasses, hats, or masks) and be alone in the frame — a reflection, screen, or monitor in the background is the single most common cause of a failed check.
- Prefer a mobile phone over a webcam; phone cameras produce clearer images.
If there's no retry option
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.
If your document keeps getting rejected
Some valid IDs don't fit the verification provider's expected format (for example, an ID with no signature on the back), and some countries or document types aren't recognized. Contact support so we can review your case or advise on an acceptable document.
Contact support
Email contractorsupport@humansignal.com or submit a ticket with the email address on your account and the project you're onboarding to.