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What should I do if Dabble's verification process says my ID or Selfie does not match?

Updated this week

Resolving ID and Selfie Verification Issues in Dabble

If you're facing issues with Dabble's verification process, where your selfie does not match your ID, follow these step-by-step solutions to resolve the issue:

1. Basic Troubleshooting Steps

To start, ensure optimal conditions for taking your selfie:

  1. Update the App:

    1. Delete the current version of the Dabble app from your device.

    2. Redownload and reinstall it to ensure you're using the latest version.

  2. Retry Verification:

    1. Click on the 'Verify Now' option within the app.

    2. Complete the verification process by uploading your valid ID and taking a selfie in-app.

  3. Optimize Selfie and Environment:

    1. Ensure nothing is covering your face, such as hats or glasses.

    2. Use adequate lighting – a naturally bright area is best.

    3. Ensure your background is clear and blank.

    4. Take the selfie closer up to allow full facial visibility.

2. Addressing Mismatches or Errors

If the verification system continues to reject your selfie or ID, try these additional measures:

  1. Verify Consistency in Information: - Ensure that all details, such as your date of birth or name, align with the information on your ID. Update these details in the app if necessary.

  2. Correct Name Mismatches: - If your ID displays a maiden name or differs due to a name change, submit supporting documents such as a marriage certificate along with your photo ID and selfie.

  3. Submit Additional Documentation: - Submit a clear photo of your ID (e.g., driver’s license or passport) along with a selfie where your face and ID are visible. Dabble may perform a manual review and update your account accordingly.

3. Troubleshooting Special Situations

If Your Appearance Has Changed:

  • Facial recognition may fail if your current selfie does not match your ID photo due to significant appearance changes. In this case: - Use a selfie that more accurately reflects your current appearance to complete the verification process.

If Verification Fails Repeatedly:

  • In rare cases, Dabble may lock your account until successful verification. During this time, contact Dabble’s support team on Live Chat from 09:00 AM CT to 08:00 PM CT or email them via [email protected] for further assistance.

4. Reasons for Additional Verification

If Dabble requests more documentation, this might be due to enhanced security measures for regulatory compliance or unusual account activity (e.g., using multiple payment methods). You will receive an email with instructions for any additional verification steps required.

5. Contacting Support

If you've tried all of the above methods and the verification process is still not successful:

  • Reach out to Dabble's support team, who can manually verify your documentation and unlock your account if all conditions are met.

  • Ensure that you have all required documents ready to expedite the process.

By following these steps and ensuring that your documents meet the guidelines, you should be able to successfully complete Dabble’s verification process.

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