Why wasn’t my identity check approved?
The most common reasons are a document photo we couldn’t read clearly, or a selfie that didn’t clearly match the photo on your document. Open the identity step in Steade to see the reason, then send new photos from the same screen. Retake them in good light, with the whole card or page in frame and your face fully visible.
Reasons and what to do
- We couldn’t read your document clearly. Retake the photo in good light, with all four corners of the card or page in frame and no glare.
- Your selfie didn’t clearly match your document. Take a new selfie facing the camera, in good light, with nothing covering your face.
- Steade is only for people aged 18 and over. We can’t verify anyone under 18.
- This identity is already linked to another Steade account. Each person can have one account. If that’s a mistake, email hello@steade.app.
- We couldn’t verify these documents. Try again, or email us if you need help.
Try again
- Tap the link in the email we sent you, or go to steade.app/onboarding. You’ll see the identity step, with the reason at the top.
- Choose NRIC or Singapore pass, and enter your sex and date of birth exactly as on the document.
- Add a new document photo and a new selfie.
- Tap Send for review.
A moderator usually reviews it within 2 working days, and we email you the result. Your old images were already deleted when the first review was decided.
If a photo wasn’t approved
That’s separate from the identity check. Photos that aren’t approved are never shown to anyone. Replace them with a clear, recent photo of just you: go to Profile, then Photos, and tap Edit. You need at least 2 approved photos to get introductions.