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How do I troubleshoot ID verification issues on ShareGrid?

How to Fix Common Upload Issues and Complete Your Verification

Dave avatar
Written by Dave
Updated yesterday

When verifying your ID on ShareGrid, you may experience issues uploading your document or completing the process.

This guide covers initial verification and re-verification processes, noting that re-verification may be needed due to ShareGrid's one-year data retention policy.

How ShareGrid’s ID Verification Works

  • ShareGrid uses Onfido for ID verification.

  • You’ll need to:

  1. Upload a clear photo of a valid ID.

  2. Take a selfie to match your ID.

  • The process must be started from Settings → ID & SMS Verification.

  • Mobile-only: Uploads can only be completed via a secure link sent by SMS. Desktop uploads are not supported.- Note: IDs uploaded during previous verifications are stored for only one year, requiring re-verification after this period.

Common Issues

  • Black or blank screen when uploading your ID

  • Browser or app permissions are blocking access to the camera

  • Secure link not opening correctly on specific devices or browsers

Troubleshooting Steps

  1. Use the Secure SMS Link on Your Phone

  2. Open the verification link sent to you via SMS.

  3. If necessary, restart the process from the ID & SMS Verification section in your account settings.

  4. Switch Mobile Browsers

  5. If the upload screen is blank, try using a different browser (e.g., switch from Safari to Chrome, or Chrome to Safari).

  6. Check Permissions

  7. Ensure your browser or app has permission to access your camera.

  8. Platform or System Errors

  9. Open the verification link in a supported browser, such as Safari or Chrome, on your mobile phone.

  10. Ensure your browser has the necessary permissions to access your camera and microphone.

  11. Restart your phone and retry the link if the issue persists.

  1. Important Limitations

  • Mobile only: Verification cannot be done on a computer.

  • SMS link required: You cannot upload your ID via email or manual file submission.

  • Alternative upload methods are not supported.- Expired IDs are typically not accepted, but a valid passport can be used as an alternative.

  • If your ID is missing, inform ShareGrid, especially if you've been verified before, as temporary rentals may be allowed while awaiting a replacement ID.

FAQ

Why is my ID no longer on file?

ShareGrid retains IDs for only one year due to data retention policies.
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Can I use my computer to upload my ID?

No. The system only works on mobile devices via the secure SMS link.
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Can I verify my ID without the SMS link?

In most cases, no. The SMS link is the only way to access the upload process.

Why is my upload screen blank?

This is usually caused by browser compatibility or permission issues. Switching browsers or granting camera permissions typically resolves it.

By following these steps, you should be able to complete your ID verification quickly and without further issues.

Need Help?

If you have any questions or need assistance, please don't hesitate to contact ShareGrid's support team.

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