Identity verification is a quick, one-time step in the mobile app, handled by our partner Stripe. Most people are approved in seconds — but if your scan fails or the app stalls, here's how to get through it.
If your ID scan or selfie fails
This is almost always a photo issue, and it's an easy fix. Tap Retry and:
Find good, even lighting and avoid glare on the ID.
Lay the ID flat on a dark surface and keep your phone steady.
Make sure the whole ID is in frame — no fingers or edges cut off.
Scan both the front and back when prompted.
For the selfie, face a light source and keep a neutral, unobstructed view.
If the app stalls on the consent or verification screen
If the screen hangs or won't advance:
Check your connection — switch between Wi-Fi and cellular if one seems slow.
Close the app fully and reopen it, then tap Start Verification from the banner on your home screen.
Make sure your Saltbox app is updated to the latest version.
If it's still stuck, restart your phone and try once more.
Some verifications take a few minutes rather than seconds. If you see a "verifying" state, you can close the app — we'll send a notification when it's done.
If you keep getting rejected or run out of retries
Stripe limits how many times you can retry. If you've used your attempts or verification keeps failing for a reason a retry won't fix, tap Contact Support in the app or open the in-app chat. We'll get you a fresh verification link so you can start over.
If your ID isn't from the U.S.
Stripe accepts government-issued IDs from over 100 countries — passports, driver's licenses, and national IDs. If yours isn't recognized, tap Contact Support in the app and we'll find a path together.
A couple of things members ask
Can someone at Saltbox verify me manually? No — and that's intentional. Verification is the same for everyone, which is part of what keeps the community secure.
What happens to my data? Your ID image and selfie are processed by Stripe and never touch Saltbox's systems. We only see whether verification passed and when your ID expires. To learn more or request data actions, visit stripe.com/privacy-center.
Still stuck after a few tries? Open the in-app chat and our team will work through it with you.