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:
Upload a clear photo of a valid ID.
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
Not receiving the SMS verification link due to spam filters or incorrect contact information.
Troubleshooting Steps
Use the Secure SMS Link on Your Phone
Open the verification link sent to you via SMS.
If necessary, restart the process from the ID & SMS Verification section in your account settings.
If the upload screen is blank, try using a different browser (e.g., switch from Safari to Chrome, or Chrome to Safari).
Check Browser Permissions
Ensure your browser or app has permission to access your camera.
Open the verification link in a supported browser, such as Safari or Chrome, on your mobile phone.
Restart your phone and retry the link if the issue persists.
Check Your Spam or Junk Folder: SMS messages with links may be incorrectly classified as spam. Verify your messaging app settings.
Resend the Message: If the SMS is not found, resend the ID upload link from the ShareGrid platform.
If issues persist, please contact ShareGrid's support team.
Important Limitations
Mobile only: Verification cannot be done on a computer.
SMS link required: You cannot upload your ID via email or manually submit a file.
Alternative upload methods are not supported.- Expired IDs are not accepted, but a valid passport can be used as an alternative.
Verify Contact Information: Ensure that the phone number linked to your ShareGrid account is up-to-date to avoid SMS delivery issues.
FAQ
Why is my ID no longer on file?
ShareGrid retains IDs for only one year due to data retention policies.
Can I use my computer to upload my ID?
No. The system only works on mobile devices via the secure SMS link.
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.
Why am I not receiving the SMS verification link?
This issue might happen if your phone carrier flags the SMS as spam or if your account has incorrect contact details. Check your spam folder, make sure your contact information is correct, and try sending the verification SMS again.
By following these steps, you should be able to complete your ID verification quickly and without further issues.
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Need Help?
If you have any questions or need assistance, please don't hesitate to contact ShareGrid's support team.