There are some common reasons why your identity verification is failing, these are detailed below.
When completing your verification, it's important to take your time and to read each section carefully to ensure that you are providing accurate and required information.
If you are experiencing difficultly with your verification, the Kickr team are here to help. You can contact us via the Customer Support section on the Kickr website.
Typos
They happen to the best of us. Double-check that you've entered your details the same way they appear on your government-issued ID.
When entering your name, use your full name as it appears on your government-issued documents. Abbreviated names or nicknames will generally fail database checks.
Missing details and information
It's important that all applicable details and information is provided during your verification in order to assist your verification attempt.
Common details that can be missed include:
- Apartment/unit/flat number from your address.
- The full spelling of your street name, town/suburb, city or state.
- Your middle name.
- Incomplete SSN (for example, only providing the last four digits – all nine digits are required).
- Recent detail changes.
If you've recently changed your name or moved house, the databases used for verification checks may not have the latest information. It can take up to three months for your information to be updated on Persona's databases. If required, you will be asked to submit additional documentation to prove your details.
Expired documents
Kickr requires that the documents you submit for verification are still current. That is the document is not past its expired date. We cannot accept expired documents for verification purposes.
Incomplete verification
Ensure that you have completed your verification in full and have submitted all requested details. Your verification will not be finalised until all details are submitted by you.
If you exit the verification process before submitting your details, your verification will not be processed. Contact us if you require assistance in resuming or starting a new verification.