---
title: "Issues with identity verification"
slug: "issues-with-identity-verification"
description: "Resolve common identity verification issues in your Payhawk application: unclear documents, mismatched details, and technical problems with the Onfido process."
updated: 2026-10-20T07:08:37Z
published: 2026-10-20T07:08:37Z
canonical: "payhawk.com/issues-with-identity-verification"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://payhawk.com/help/llms.txt
> Use this file to discover all available pages before exploring further.

# Issues with identity verification

The following list summarizes some common issues you may encounter when completing the identity verification process through Onfido:

- **Incomplete or incorrect documentation** - The submitted documents must be clear, valid, and up to date.
- **Mismatch of information** - Details on the ID or company documents do not match those provided in the application.
- **Incorrect details** - Mismatch between the individual to be verified (director) and the contact details provided (applicants) and vice versa.
- **Technical issues** - Problems with uploading documents or completing the verification process online.

Payhawk will contact the applicant for corrections or resubmission in case of any issues.

For technical problems with Onfido, use [this link to contact support](https://public.support.onfido.com/s/contactsupport).

## Useful resources

- [Compliance checks and identity verification at Payhawk for UK and EEA entities](/help/compliance-checks-and-identity-verification-at-payhawk-for-uk-and-eea-entities)
- [Summary of Payhawk’s application process](/help/summary-of-payhawk-s-application-process)
- [KYC document requirements by country](/help/kyc-document-requirements-by-country)
- [Eligibility criteria](/help/eligibility-criteria)
- [Issues with DocuSign](/help/issues-with-docusign)
- [Requesting additional information while applying](/help/requesting-additional-information-while-applying)
- [FAQ on the Payhawk application process](/help/faq-on-the-payhawk-application-process)