Identity Verification Issue

Admin
1

I am writing to follow up on my identity verification issue, which I have been unable to resolve for over a week.

When I tried signing up for a Netlify account via GitHub, I was prompted to verify my identity by uploading a government ID. I submitted the required document, but the process failed with the error:
“Your identity verification could not complete because of the following error: The document is invalid.”

I have attached screenshots of the error messages for your reference. Since then:

  1. I have not received any further instructions or emails to resolve the issue.
  2. Any attempt to revisit the verification process shows an “Authentication Error” (attached as the first screenshot).
  3. Clicking on old verification links from my email leads to another error message, “We were unable to verify your identity and reinstate your Netlify account” (attached as the second screenshot).

I already sent these details in a previous email, along with the required attachments, but have not received a response. Could you please provide an update or guidance on how I can proceed? I rely on Netlify for hosting, and this delay is significantly affecting my work.

Screenshot 2024-12-02 203318
Screenshot 2024-12-02 203318807×497 21 KB

Screenshot 2024-12-02 203312
Screenshot 2024-12-02 203312688×490 17.8 KB

3

hi :wave:t6: thanks for reaching out! I have escalated your query to our helpdesk. Our fraud and abuse team will follow up with you via email on ticket #326395

4

I have the same issue

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image875×700 37.5 KB

5

I have no information how to proceed further

7

@Aishwarya1 I’ve escalated your query to our helpdesk. Our fraud and abuse team will follow up with you via email.

1 Like
8

Till when can I expect this to be resolved. I have not heard anything till now??

10

Hello Netlify Community!

If you need assistance from Netlify Support regarding account verification, please submit those requests via our form here: Support. You can select Login/Signup from the dropdown.

This will create a helpdesk ticket so our Support team can help you with your specific case.

Thank you!! We look forward to helping you.

The Netlify Support Team