ID Verification simply won't verify despite a successful Persona verification.

Bug Reports Roblox Application and Website Bugs
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1

To make a long-story short, I’ve been trying since December to verify with ID. And despite Persona having no issue verifying my ID and even saying that I’m in the 18-20 age group, yet upon returning to Roblox’s side, it just states it failed. No specific error code or anything, just that it failed, and to check if my ID is valid. This can be seen below;

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I’ve tried literally everything I could think of, I’ve so far:

  • Reset my Cache
  • Used different browsers
  • Used different devices (Windows 11 PC + Android)
  • Used the browser and app
  • Deleted every single file relating to Roblox + Studio and reinstalled
  • Reset my Wi-Fi router
  • Waited it out and tried again after several weeks multiple times
  • Contacted support multiple times since December
  • Looked through the DevForum for any answers possible
  • Even reset my age and then tried again.

Despite all of this, there is still no fix or solution. I can’t even upload 2D clothing now that the update for clothing has been released. And no matter how long I wait till I try again, I just get the same message “The document provided could not be verified.”
I know for a fact there’s no issue with my documents (British Provisional License).

I don’t know what else to do really, I can’t upload clothing anymore because of this issue, and support won’t look into the issue & I end up in an email loop with them every time I try to contact them.

Expected behavior

I expect my ID to be verified after completing all of the steps that Persona provides.

A private message is associated with this bug report

2 Likes
2

I would try a different Wi-Fi so go to fast-food place.

3

Tried verifying at one of my friend’s home a couple weeks ago, still doesn’t work.

From the very limited posts regarding this same issue that’s been resolved, I think it could be an account specific issue as stated in this post. I don’t know though, I’m just honestly fed up because of how many times I’ve reached out for any support.

Making this post is realistically my last ditch effort in trying to get this fixed.

1 Like
4

Okay, did you try to do the Id verification on different account?

5

Yeah tried that even, no luck. Same exact issue. I know for a fact its not my IDs because Persona verifies it without issue, even double checked by using Persona’s official app, and even on that my IDs verify with no issue at all. So it’s clearly an issue on Roblox’s end

1 Like
6

It might be IP address, what Android did you use samsung?

7

Yeah, used Samsung, even used my old phone and still never worked. I doubt it is an issue with an IP address considering I’ve tried at home and away from home on different devices.

8

This has been reported by me, and a few others, I’d recommend merging it into this post since it was the original.

9

Yeah, I came across that post a couple months ago. I’m gonna keep this post by itself in the hopes the more reports on this there are, the better chance there is of staff realising somethings wrong with ID verification. That’s my thought process of it though.

It’s the fact that its become not too uncommon for people to experience this bug that’s worrying; considering with the direction Roblox is heading in regards to ID verification and features.

Edit: I’m pretty sure this might even go against Ofcom’s guidance & The Online Safety Act (2023) by refusing to acknowledge the issue with ID verification, especially for British Users. I’d have to actually read through both though to see if that is indeed the case.

1 Like