Why Was My ID Rejected During Verification?
We know it can be frustrating to hit a bump during the identity verification process — especially when you're ready to redeem your Sweeps Coins. If your ID was rejected, don't worry: most issues are easy to fix.
Here are the most common reasons your ID might be declined during verification with Persona, and how to resolve them.
1. Expired Document
Make sure your ID or driver’s license is current and has not passed its expiration date. We can’t accept expired documents.
2. Unsupported Document Type
Currently, we accept only government-issued IDs, such as:
State-issued driver’s licenses
State ID cards
3. Blurry or Low-Quality Images
The ID image must be clear, well-lit, and show all corners of the document. Avoid glare, shadow, or blur. If the system can’t read the info, it will ask you to retry.
4. Damaged or Unreadable ID
Make sure the document is undamaged and that all text, numbers, and your photo are clearly visible. IDs that are cracked, faded, or scratched might not be accepted.
5. Screenshots and Reuploads Don’t Work
Your photo and selfie must be taken in real time. Do not upload a photo of a screen or a saved image. These can be flagged by the system as suspicious or fraudulent.
6. Biometric Mismatch or Incomplete Selfie
Persona checks for a real-time match between your selfie and the ID photo. Be sure to:
Take the selfie in good lighting
Avoid hats, glasses, or filters
Look directly at the camera
Need to Try Again?
You can restart the verification process by clicking “Redeem” again in your Gains account. Persona will guide you step-by-step. If your issue persists, feel free to reach out to our support team