Check out some common questions about pre-arrival verification below.
Why do I keep failing the ID verification?
When completing the ID verification portion of the pre-arrival verification process, make sure you’re meeting the following requirements:
- You have a government-issued photo ID of the required individual(s) handy
- You are selecting the correct ID-issuing country and ID type when prompted
- Your internet browser camera is enabled
- To enable your camera, head to your device settings > internet browser > enable camera access
- You’re taking clear, focused scans of your ID
- There is enough light to see your ID and face clearly
- You’ve removed any accessories, including hats or glasses, prior to taking selfie photos
Why do I keep receiving error messages?
If you received the error message Couldn’t access camera during pre-arrival verification, you’ll need to enable your camera permissions. See the instructions linked below based on the device type and internet browser you’re using:
- If using Google Chrome on a mobile device
- If using Google Chrome on a desktop computer
- If using Safari on a mobile device: Settings > Safari > Camera > Allow or Ask
- If using Safari on a desktop computer
If you’re receiving an error message related to loading, connection, or a page not being found, make sure your internet connection is strong and clear your browser cache. See the instructions linked below to clear cache based on the device type and internet browser you’re using:
- If using Google Chrome on a mobile device
- If using Google Chrome on a desktop computer
- If using Safari on a mobile device
- If using Safari on a desktop computer
If you’re receiving a different error message or the above steps aren’t resolving your issue, reach out to our 24/7 support team for assistance.
Can I send images of my ID and selfies to Sonder over email instead?
We cannot accept images of your ID or selfies outside of the pre-arrival verification process for security purposes. Uploading through Persona or CheKin is the most secure way to protect their private information. If you’re having issues with pre-arrival verification, reach out to our 24/7 support team for assistance.