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Community Member

ID Verification - Get Started screen freezes


I need to upload my identity document for verification.

However, I cannot move beyond the Getting Started screen. Upon selection, my screen freezes. I have tried clearing cookies, cache, different browser (edge and google chrome) and making sure pop ups are allowed.

Many thanks, Shelley

Community Member

Same here. My page says failed to load set up verification when I click get started button.

Community Manager
Community Manager

Hi Shelley,


I shared your concern with the rest of our team and one of our agents will reach out to you directly via a support ticket to assist you further.


Thank you.

~ Aleksandar
Community Member

Hi Shelley, please try on Firefox browser. I had a same issue on Chrome but worked on Firefox.

Thanks a lot John. I did manage to get part way through the process by using a VPN, unsure if that was the reason why or just random. The video chat component is not working so I will try Firefox next!

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