NOTE: This is for verification issues only. Any other support questions should be directed to the support team. Onfido will not respond to any questions that do not relate to ID verification.

If you cannot verify your identity for your Build pot for any reason, you will need to contact Onfido Customer Support. We partner with Onfido for the verification process but cannot help with any technical issues related to it.

To complete an Onfido Customer Support request:

• Click here to visit the Onfido Customer Support page.

• Enter the following information:

• First name

• Last name

• Email address you use for the app

• Under "Describe Your Role", select "Applicant - Onfido is conducting a check on me".

• Under "What do you need help with?", select Onfido is doing a check on me and I need help.

• Under "Subject", type in "Unable to verify identity - Stream".

• Under "Description", type in a description of the issue you are having (for example, "My ID is not being recognized," or "my phone crashes when I try to complete the verification process").

• When you are finished, click "Submit".