Identity verification is required to use key features in ENS Creator Studio, including submitting content, scheduling programs, and using Business tools for advertising. Verification helps keep ENS secure and prevents misuse by impersonators or bad actors.
If you are having trouble completing verification, this article explains common reasons why it may fail and how to fix them.
Common Reasons Verification May Fail
Verification relies on:
A compatible device and browser
A clear, working camera
Good lighting
A valid, readable ID
A stable internet connection
If any of these are missing, you may see errors such as “Something went wrong” or the process may stop unexpectedly.
Below are the most common causes and how to resolve them.
1. Unsupported or Outdated Devices
Older devices or unsupported browsers may not work correctly with the identity verification system. Some devices may also lack the camera or security features required.
Possible signs:
The verification page does not load correctly
The camera does not open
The verification process stops midway or freezes
Recommended solutions:
Use a modern smartphone or computer
Update your browser to the latest version
Try a supported browser such as Google Chrome or Safari
Restart your device and start the verification again
2. Poor Camera Quality
The system must clearly see both your face and your ID. If your camera is blurry, dirty, or damaged, it may not capture enough detail.
Common problems:
Blurry or out-of-focus images
Very low-resolution camera
Dirty or smudged camera lens
Recommended solutions:
Gently clean your camera lens before starting
Use a device with a clear, working camera
Hold your device steady when taking photos or scanning
Wait a moment for the camera to focus before capturing the image
3. Poor Lighting Conditions
Lighting has a major impact on how well the system can read your ID and detect your face. Images that are too dark, too bright, or affected by glare often fail.
Common problems:
Direct sunlight reflecting off the ID
Shadows covering parts of the ID or your face
Very dark rooms or low light
Glare or reflections on plastic or laminated cards
Recommended solutions:
Use a bright but evenly lit environment
Avoid direct sunlight or strong light sources pointed at the ID
Place the ID on a flat surface before scanning
Make sure all text and your photo on the ID are clearly visible
Adjust your position or angle to reduce glare
4. Using a Copy Instead of the Original ID
The verification system requires your original physical ID document. Copies do not contain the same security features and may be rejected.
Examples of unsupported documents:
Photocopies of ID cards or passports
Screenshots or photos of an ID displayed on another screen
Printed images of an ID
Recommended solutions:
Use the original, government-issued ID document
Check that the ID is valid and not expired
Avoid using any digital or printed copies
5. Blurred or Damaged Identification
If your ID is scratched, damaged, or has faded text or photos, the system may not be able to read it.
Common issues:
Scratches over your photo or important text
Faded ink or worn-out surfaces
Stickers or covers blocking information
Recommended solutions:
Make sure the entire ID is visible in the frame
Do not cover any part of the ID with your fingers
Hold the ID steady and capture the image slowly
If the ID is heavily damaged or unreadable, consider using another valid ID (if supported) or renewing your document
6. Face Mismatch During Verification
The system compares your live face scan with the photo on your ID. If it cannot clearly detect your face, or if your appearance is heavily obscured, verification may fail.
Common causes:
Glasses with strong reflections or tinted lenses
Hats, caps, or headwear that cover your face
Masks or face coverings
Hair covering your eyes or large parts of your face
Poor lighting during the face scan
Recommended solutions:
Remove glasses, hats, and masks before the face scan (if possible)
Ensure your entire face is visible, including eyes and mouth
Look directly at the camera and follow on-screen instructions
Use good, even lighting on your face (avoid strong backlight)
7. VPN or Proxy Detection
For security reasons, the verification system may block connections from VPNs, proxies, or anonymizing networks. This helps prevent fraud and identity manipulation.
Recommended solutions:
Turn off any VPN, proxy, or anonymizing service on your device or router
Use your normal home, work, or mobile internet connection
Close and reopen your browser, then restart the verification process
8. Network Connectivity Issues
A weak or unstable internet connection can interrupt the verification process and cause errors.
Possible signs:
The verification page freezes or becomes unresponsive
Images or videos fail to upload
The process stops or restarts unexpectedly
Recommended solutions:
Use a stable Wi‑Fi or strong mobile data connection
Avoid switching between Wi‑Fi and mobile data during verification
Stay in one place while completing the process
If the connection drops, wait for it to stabilize and restart the verification
Additional Tips for Successful Verification
To improve your chances of completing verification on the first try:
Use a modern smartphone with a working, clear camera
Ensure your internet connection is stable and strong
Use your original, valid government-issued ID
Capture images in a bright, well-lit environment
Avoid glare, reflections, and shadows on your ID
Remove glasses, hats, and masks during the face scan (where possible)
Disable VPNs, proxies, or anonymizing tools before starting
Taking a moment to prepare your device, environment, and ID can prevent most common errors.
If Verification Still Fails
If you still cannot complete verification after following the steps above:
Restart the verification process from the beginning.
Try using another device (for example, switch from a computer to a smartphone).
Try a different supported browser (such as Chrome or Safari).
Confirm that your ID is:
Government-issued
Not expired
Clearly readable and not heavily damaged
If the issue continues, contact ENS support through the Creator Studio Help Center. Provide details such as:
The device and browser you are using
Any error messages you see
Where in the process the verification fails
Why Verification Matters
Creator verification helps ENS maintain a trusted environment for creators, businesses, and viewers. Once verified, you can:
Submit and manage content
Schedule and manage programs
Access Business tools, including advertising and promotional features
Preparing your device, lighting, and identification document before you start will help ensure a smooth and successful verification experience.
Still need help?
Contact us