Admin Verification Failures 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 admins will see in the CLEAR console, and instructions to consider providing to end users.

Authentication Failures and Retry Instructions

Authentication Error	End User Instructions
User provided a phone number that cannot receive SMS OTPs (e.g., landline).	Ensure that you enter a mobile phone number that can receive text messages, and do not enter a landline phone
User exceeded the maximum number of one-time passcode (OTP) attempts.	Ensure that the phone number entered into CLEAR is the same device that you are verifying with Ensure you are in an area with appropriate cell service and/or wifi Check your device's message settings to ensure that short code #22395 (used for 2FA delivery) is not being blocked
Too many OTP delivery requests were made in a short period, and further messages were temporarily blocked.	Ensure that you are in an area with appropriate cell service and/or wifi Check your device's message settings to ensure that short code #22395 (used for 2FA delivery) is not being blocked
OTP verification failed.	Ensure that you enter the one-time-passcode (OTP) that was most recently sent to your device by CLEAR Check your device's message settings to ensure that short code #22395 (used for 2FA delivery) is not being blocked
Verification cannot proceed due to geographic restrictions. Verification cannot proceed due to security restrictions.	Please ensure that you are using a personal phone number, so that you are able to access CLEAR’s network of hundreds of partners, or try enrolling a different or (if possible) a fixed mobile phone number that begins with (+1).
User account could not be confirmed. Direct user to contact CLEAR support for resolution.	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 If you have never enrolled with CLEAR before, but have recently gotten a new phone number, reach out to your partner for further support.
User exceeded the maximum number of selfie verification attempts.	If you have never enrolled with CLEAR before, but have recently gotten a new phone number, reach out to your partner for further support.

Verification Failures and Retry Instructions

`Verification Check`	`End User Retry Instructions`
Biometric Verification	See `Identity Check Reason Codes`
Selfie passes liveness check	Please ensure that you are enrolling with a high quality selfie: Hold phone close to face Have nothing obstruct your full face Ensure good lighting Remove any eyeglasses or hats, or non-religious head coverings Tuck any loose hair away Find a solid background for your selfie Clean your camera lens Ensure there are no additional users in the camera frame
Document Authenticity	See `Identity Check Reason Codes`
Age is greater than {`{value}`} Age on Gov ID is {`{value}`} or over	You must be [X] years old to verify with CLEAR.
Gov ID back is not suspicious Gov ID captured image is acceptable Gov ID front is not suspicious Gov ID is likely authentic Gov ID full name was extracted Gov ID was processed Gov ID type is an eligible document type	Please ensure that you are enrolling with a high quality photo of your government document: Ensure your ID is valid and unexpired document Clean camera lens Place ID against a solid, dark background (that does not contain text) when capturing the photo No glares on your ID Consider uploading a different valid and unexpired government document to complete the verification flow (e.g. if using passport, try Driver’s License or State ID)
Gov ID is not expired	Retry using a valid, unexpired identity document.
Selfie matches portrait on Gov ID	Please ensure that you are enrolling with a high quality photo of your government document Ensure your ID is valid and unexpired document Clean camera lens Place ID against a solid, dark background (that does not contain text) when capturing the photo No glares on your ID Please ensure that you are enrolling with a high quality selfie: Hold phone close to face Have nothing obstruct your full face Ensure good lighting Remove any eyeglasses or hats, or non-religious head coverings Tuck any loose hair away Find a solid background for your selfie Clean your camera lens Ensure there are no additional users in the camera frame
Source Validation	See `Identity Check Reason Codes`
Phone Number Validation	See `Identity Check Reason Codes`
Gov ID last name matches phone number	Please ensure that you are using a personal phone number, and not a shared phone, work phone or voice-over-IP phone number. Please ensure that your phone has an established record, since newly issued phones may take several weeks for carrier database information to be updated and reflected in this check 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.
Phone number matches user's information	Please ensure that you are using a personal phone number, and not a shared phone, work phone, or voice-over-IP phone number. Please ensure that your phone has an established record, since newly issued phones may take several weeks for carrier databases to be updated and reflected in our verification process. 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.
SSN Validation	See `Identity Check Reason Codes`
Gov ID Address matches SSN9 Gov ID Full name matches SSN9	Ensure that that you are entering your full and correct SSN
Motor Vehicle Records	See `Identity Check Reason Codes`
Gov ID matches DMV records	Please ensure that you are enrolling with a high quality photo of your government document: Ensure your ID is valid and unexpired document Clean camera lens Place ID against a solid, dark background (that does not contain text) when capturing the photo No glares on your ID Consider uploading a different valid and unexpired government document to complete the verification flow (e.g. if using passport, try Driver’s License or State ID)
Regulatory Screening	See `Identity Check Reason Codes`
Gov ID full name is not on politically exposed persons lists	Please ensure that you are enrolling with a high quality photo of your government document: Ensure your ID is valid and unexpired document Clean camera lens Place ID against a solid, dark background (that does not contain text) when capturing the photo No glares on your ID Consider uploading a different valid and unexpired government document to complete the verification flow (e.g. if using passport, try Driver’s License or State ID)
Gov ID full name not on sanctions lists	Please ensure that you are enrolling with a high quality photo of your government document: Ensure your ID is valid and unexpired document Clean camera lens Place ID against a solid, dark background (that does not contain text) when capturing the photo No glares on your ID Consider uploading a different valid and unexpired government document to complete the verification flow (e.g. if using passport, try Driver’s License or State ID)
VPN Detection	See `Identity Check Reason Codes`
Device is not using a VPN	Disconnect from any VPN and try again Try turning off private browsing on your mobile phone Try a using different browser Try connecting to a different wifi network or using cellular data
Device Security Assessment	See `Identity Check Reason Codes`
Device is Trustworthy	If you are using a personal hotspot, retry using a regular wifi network Try a using different browser Try connecting to a different wifi network or using cellular data
Email Security Assessment	See `Identity Check Reason Codes`
Email was first seen more than 30 days ago	Enroll with your personal phone number & personal email address for the most seamless experience across CLEAR’s ecosystem of partners
Email is not high-risk	Enroll with your personal phone number & personal email address for the most seamless experience across CLEAR’s ecosystem of partners
Email query count is not abnormally high	Enroll with your personal phone number & personal email address for the most seamless experience across CLEAR’s ecosystem of partners
IP address is not high-risk	Please try again using the same device and network. If the issue continues: Refresh the page Check that your internet connection is stable Turn off any VPNs or proxies, if you’re using one Try again after a few minutes
Line Intelligence	See `Identity Check Reason Codes`
Gov ID country is not blocklisted Gov ID type is an eligible document type	Retry using a supported document type per the verification configuration.
User Profile Matching Data	Please confirm that your account profile information matches the legal name as it appears on your government document.

Legacy Checks

`Verification Check`	`End User Retry Instructions`
User's information matches a trusted source	Please ensure that you are enrolling with a high quality photo of your government document: Ensure your ID is valid and unexpired document Clean camera lens Place ID against a solid, dark background (that does not contain text) when capturing the photo No glares on your ID Consider uploading a different valid and unexpired government document to complete the verification flow (e.g. if using passport, try Driver’s License or State ID) If you have recently changed addresses, that change may take several weeks for source databases to be updated and reflected in our verification process 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.
Document type and country matches user selection	Retry and select the correct document type and issuer country.
SSN9 is formatted correctly SSN9 is not deceased Last name matches SSN9	Ensure that that you are entering your full and correct SSN