I'm struggling with ID verification I'm struggling with ID verification
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  3. Manage your account

I'm struggling with ID verification

ID Verification Troubleshooting

Common problems and how to fix them

Verifying your ID is an important step at Pirate Studios for security and access. However, several issues might arise during this process.

📋 Preparing your documents

The following tips may help you prepare your documents for successful submission:

  • The name on your account must match the name on your documents. For example, don't use your artist name, or a short version of your name on your account (Jamie shortened to Jay, Bill instead of William).
  • We do not accept uploaded pictures from Facebook, Instagram, Snapchat or anywhere else. Please take a selfie from the time of verification or it will be rejected.
  • ID must be a new photo, i.e. no scanned passports, cropped photos or pictures on a screen.
  • Is your ID within date? Sorry, we can't accept expired identity documents.
  • Are you over 18 years old? Unfortunately, we can't allow under-18s to hold accounts with us. More info about this can be found here.
  • When you take a selfie, please follow passport rules; that means no hats, sunglasses, or anyone else in the picture.
  • Keep your facial expressions blank so our system can work as quickly as possible.

Common problems

Black screen when camera opens

Issue: You encounter a black screen when attempting to use the camera for ID verification.

Potential fixes:

Check camera settings: Ensure that your device's camera is enabled and accessible for the browser or app you're using.

Try another browser: Switch to a different browser as sometimes camera access issues are specific to certain browsers.

Try another device: Attempt the verification process on another device to check if the problem persists.

Selection of 'ID card' when UK doesn't issue official ID cards

Issue: You've chosen 'ID card' for verification, but the UK doesn't issue official ID cards.

Potential fix: Opt for a different form of identification like a passport or driver's license if available. Or select another country from the list and submit the desired ID card.

Issues with device or browser

Issue: The ID verification system will not work with your device at all.

Potential fixes:

Try another device: Attempt the verification process on a different device (like a computer or tablet) that might be compatible with the software.

Update software: Ensure your phone's software is up-to-date as this might resolve compatibility issues.

💡 Additional tips

  • Clear cache and cookies: Sometimes, clearing cache and cookies in your browser can resolve technical glitches.
  • Contact support: If none of the fixes work or if you have specific questions about the verification process, reach out to Pirate Studios support.

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