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.
Before you begin — enable camera access
Make sure the Saltbox app has permission to access your camera.
For iPhone:
Open Settings.
Scroll down and tap Apps > Saltbox (or Saltbox directly, depending on your iOS version).
Make sure Camera is turned On.
For Android:
Open Settings.
Go to Apps > Saltbox.
Tap Permissions.
Make sure Camera permission is set to Allow.
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 or re-download the app.
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.
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 need help?
Stripe limits how many times you can retry and accepts government-issued IDs from over 100 countries — passports, driver's licenses, and national IDs. If verification keeps failing for a reason a retry won't fix, we'll get you a fresh verification link or find a path together.
If any of the following apply, reach out via the in-app chat or at [email protected] and include the details below so we can help faster:
Phone model
Operating system (OS) version
Saltbox app version
Screenshot of the error message