I have been experiencing an ongoing issue with Roblox ID verification for the past week. Although my ID documents are successfully verified by your third-party partner, Persona, Roblox still returns the error message: “The document provided could not be verified.”
If my documents were truly invalid, Persona would have rejected them at the very beginning. Instead, Persona consistently accepts and verifies my documents, but Roblox’s system flat out fails on its end, preventing me from completing ID verification.
I will also provide this in the notes below, but I wanted to write it here for context: I have previously verified multiple accounts using the same government-issued ID and the same QR code method, without changing anything, and the issue only started happening very recently.
This indicates that the problem originates from Roblox’s system, as the documents are successfully verified by Persona.
Reproduction Steps:
- Attempt to complete ID verification using Persona.
- Submit valid ID documents.
- Persona verifies the documents successfully.
- Roblox returns an error: “The document provided could not be verified.”
Expected Result:
After Persona successfully verifies my documents, Roblox should accept the verification and mark my account as verified.
Actual Result:
Persona verifies the documents, but Roblox returns “the document provided could not be verified,” leaving the ID verification process incomplete.
Notes:
- The affected account will be provided via private message.
- This issue has persisted for over a week without resolution.
- I’m using my government-issued national ID provided by the Turkish government to verify, my ID is valid, and I have previously verified multiple accounts with the same ID. (Months ago, I verified multiple accounts, following all the same procedures)
- To continue the verification, I switch to my phone using the QR code, just like I usually do, and it used to work before.
- My friend also verifies the same way from their phone, and they live in Türkiye (formerly Turkey) as well, using their national ID for Roblox ID verification, and it works for them. So, I don’t think the issue is related to living in Türkiye or using a Turkish national ID.
A private message is associated with this bug report
