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:
- I have not received any further instructions or emails to resolve the issue.
- Any attempt to revisit the verification process shows an “Authentication Error” (attached as the first screenshot).
- 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.
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