End User Verification Errors and Retry Instructions

To help improve success rates when end user's initial verifications have failed, partners may consider providing end users with specific instructions to help remedy a specific failure reason. This page outlines the error messages that end users will see in the CLEAR verification sessions, and instructions to consider providing to end users should they request additional help.

End Users / Patients / Beneficiaries - Common Errors and Retry Instructions

End User Error Message	End User Instructions
“Unable to process verification”	Please request a new verification link and try again. Make sure you enter the exact one-time passcode (OTP) that was sent to your phone. Use a mobile phone that you have access to, and do not use a landline or voice-over-IP (VOIP) phone number. If you have another mobile number please try that. If an account exists with a number you have entered, try with another supported mobile number you may have access to.
“Too many OTP attempts”	It looks like too many OTP attempts were made in a short time. Please request a new verification link and retry. Make sure you're using a mobile phone you have access to, avoid landlines, and try an alternate mobile number if you have one.
“Camera access is disabled”	Please reopen the CLEAR link and choose "Allow" when your browser asks for camera access. If the prompt doesn’t appear, try opening the link in another browser (Chrome, Safari, Edge, etc.). You can also check your phone’s browser settings to confirm the camera is enabled, then close and reopen the link. Restarting your phone may help refresh the camera permission. Try reopening the CLEAR link, and when prompted within the browser flow for camera access, select "Allow" on the on-screen prompt so that you can take the selfie. Try reopening the CLEAR link with a different browser (e.g. Chrome, Safari, Edge, etc), and when prompted within the browser flow for camera access, select "Allow" on the on-screen prompt so that you can take the selfie Try changing the setting in your phone’s camera permissions for the browser, and then reopening the CLEAR link to ensure the camera permission and settings were fully updated. Try changing the setting in your phone’s camera permissions, and also restarting your phone and then then reopening the CLEAR link to ensure the camera permission and settings were fully updated.
“The ‘Continue’ button is stuck, and my camera is not opening from the CLEAR website”	Please open "Settings" on your phone, find your browser (e.g., Chrome), and enable Camera access. Restart the CLEAR session and select "Allow" when prompted. Restarting your phone can also help ensure permissions fully apply.
Safari iOS – “Camera access is disabled”	Please tap the "AA" icon in "Safari" → "Website Settings" → "Camera" → "Allow". Then reopen the CLEAR link and select "Allow" when prompted. If it still doesn’t work, restart your phone and try again.
Chrome iOS – “Camera access is disabled”	Please open "Settings" → "Chrome" → "Enable Camera". Restart the CLEAR session and select Allow. Restarting your phone may help if the prompt still doesn’t appear.
Chrome (Mobile) – “Camera access is disabled”	Please tap the three-dot menu → "Settings" → "Site Settings" → "Camera", then enable access. Reopen the CLEAR link and choose Allow. Restart your phone if the prompt does not appear.
“We found an account but could not confirm your information”	It looks like the phone number you’re using may already be associated with a CLEAR account. Please confirm your name and the previous phone number on the account if known. Please reach out to CLEAR MemberCare to request an account update at [email protected] or (855)-253-2763 + Ext 5
When I use my phone to scan the QR code, the link that opens is the same QR code screen… (QR loop)	Your phone browser may be set to Desktop Mode. Please switch the browser settings to "mobile" mode: For iPhone (iOS Safari) Open Safari and go to the website you want to view. Tap the "AA" icon in the address bar (upper left corner). Tap "Request Mobile Website" (if you previously enabled Desktop Mode). The page will reload in the mobile version. For Chrome on iPhone & iPad Open the Chrome app. Go to the website that is displaying in desktop mode. Tap the three-dot menu (⋮) in the bottom-right corner. If "Request Desktop Site" is checked, tap it again to uncheck it. The page will reload in mobile view.
“Let’s try taking your photo again”	Make sure you are holding your camera parallel with the ground Make sure your face is framed in the center of the image Make sure you are in an area with good lighting Hold the phone at eye level or just slightly above it to ensure the same profile as the Gov ID portrait Remove any eyeglasses or hats Tuck any loose hair away Make sure there is nothing obstructing your full face Find a solid background for your selfie Find a solid background for your Gov ID capture Clean camera lens
“We weren’t able to detect your face”	Make sure you are holding your camera parallel with the groundMake sure your face is framed in the center of the image Make sure you are in an area with good lighting Hold the phone at eye level or just slightly above it to ensure the same profile as the Gov ID portrait Remove any eyeglasses or hats Tuck any loose hair away Make sure there is nothing obstructing your full face Find a solid background for your selfie Find a solid background for your Gov ID capture Clean camera lens
“Something went wrong” / “You’ve reached the maximum selfie attempts”	Make sure you are in an area with good lighting Remove any eyeglasses or hats Tuck any loose hair away Make sure there is nothing obstructing your full face Find a solid background for your selfie Clean camera lens If the error persist, request a new link from the CLEAR partner.
“We weren’t able to verify your selfie”	Make sure you are in an area with good lighting Remove any eyeglasses or hats Tuck any loose hair away Make sure there is nothing obstructing your full face Find a solid background for your selfie Clean camera lens If the error persist, request a new link from the CLEAR partner.
“Too many selfie attempts!”	If you are registering with a new phone, then reach out to the CLEAR partner.
“We couldn’t match your ID portrait and selfie photo”	CLEAR needs to capture a strong image of the portrait photo on the government ID Make sure the document is well-lit to avoid glare Place document on a flat, dark surface Avoid direct sunlight to prevent glare Angle your ID slightly so that no lights reflect directly into the camera Fit your entire ID in frame Hold your phone still If all of those methods do not work, consider using an alternative government ID that may have a better quality photo on it.
“No document detected”	CLEAR could not detect a document in the image you captured. Follow the tips below, and try again. Place your ID on a dark surface Avoid direct light to prevent glare Fit your entire ID in the frame Hold your phone still
“This document is associated with another account”	CLEAR found the submitted document already in our system. If you enrolled with the C+ airport membership, even as a trial, we may already have an account with you on file. Try using your enrolling phone and email. If that does not work, reach out to CLEAR+ MemberCare to have them reset their account.
“Let’s try scanning your ID again”	Make sure your ID is valid and unexpired Make sure the document is well-lit to avoid glare Place document on a flat, dark surface Avoid direct sunlight to prevent glare Fit your entire ID in frameHold your phone still
“Your ID photo has glare”	Make sure the document is well-lit to avoid glare Place document on a flat, dark surface Avoid direct sunlight to prevent glare Angle your ID slightly so that no lights reflect directly into the camera Fit your entire ID in frame Hold your phone still
“Your ID photo is blurry”	Make sure the document is well-lit to avoid glare Place document on a flat, dark surface Fit your entire ID in frame Hold your phone still
“Your ID portrait was not clearly captured”	Make sure the photo on the ID is clear and undamaged Make sure the document is well-lit to avoid glare Place document on a flat, dark surface Avoid direct sunlight to prevent glare Fit your entire ID in frame Hold your phone still
“This ID is expired and cannot be used for verification”	Use a passport instead of a state-issued ID Use an unexpired photo ID If that does not work, reach out to the company you are verifying with to confirm the acceptable documents.
Having trouble verifying?	We have a troubleshooting tip for users in the United States. Just follow these steps: download the free CLEAR App, go to the ‘Vault’ tab, and add your passport. Once this is complete, head back to the original verification flow to try again.