Verifying your identity can take up to 3 business hours.
This timeframe may be longer if your verification is carried out outside business hours. In that case, it can take up to 72 hours, particularly if your request is made over a weekend or on a public holiday.
Why might my verification take longer?
Some verifications are completed automatically when the information provided is fully consistent and the verification requirements are met.
In certain situations, however, an additional review may be necessary. This can notably be related to:
- a difference between the information provided and what’s shown on your document
- difficulty verifying certain information on your document
- a significant difference between your current appearance and the photo on your document
- shooting or verification conditions that don’t follow TrustMe’s guidelines
- a situation requiring further review by our teams
In these situations, human review may be necessary to verify the information and complete your verification.
What should I do if my verification is still in progress?
If your verification is still in progress, we simply invite you to wait until the processing time is complete.
There’s no need to restart your verification right away. A new attempt could trigger a new review and won’t speed up the one already in progress.
Please note: it isn’t possible to manually speed up a verification that’s already in progress.
How do I know if my verification has failed?
If your verification can’t be validated, you’ll receive an email letting you know it was unsuccessful.
You’ll then be able to review the instructions provided and, if needed, restart your verification.
If your verification is simply still being processed, this does not mean it has been rejected.
What should I do if the timeframe is exceeded?
If your verification exceeds the announced processing time, we invite you to contact TrustMe support.