Persona is the secure identity verification tool used during onboarding for the Handshake AI Fellowship. Most verifications are completed within a few minutes, but occasional issues can come occur. This article covers the most common problems, how to resolve them, and tips to help avoid delays.

Why we use Persona

Identity verification helps us:

• Confirm that each fellow is who they say they are
• Protect fellows from fraud or impersonation
• Meet compliance requirements for paid work

Your information is encrypted, secure, and used only for verification purposes.

Device requirements (important)

Persona verification must be completed on a smartphone or tablet with a working camera.

Why this matters

Some verification steps rely on mobile camera features that are not fully supported on laptops or desktop computers. Because of this, computer-only verification attempts may fail.

What to do if you only have a laptop

• Use a smartphone or tablet to complete verification
• Use a trusted personal device
• After verification is complete, you can return to your laptop to continue onboarding

If you attempt to complete Persona using only a laptop or desktop computer, you may not be able to finish the verification process.

Before you start: Tips for a smoother verification

To reduce the chance of delays or failed verification attempts:

• Use a strong Wi-Fi or mobile data connection
• Fully charge your device before starting
• Clean your camera lens before taking photos
• Use your legal name exactly as it appears on your ID
• Make sure your Handshake AI profile information matches your identification documents
• Avoid using screenshots, photocopies, or edited images of IDs
• Complete the process in one sitting if possible

Common issues and how to fix them

1. ID photo is rejected

Common reasons

• Blurry or dark image
• Glare on the ID
• Cropped edges or missing information
• Expired ID
• Using unsupported ID types

What to do

• Take the photo in a well-lit room
• Place your ID on a flat, dark surface
• Make sure all four corners are visible 
• Hold the camera steady until the image is captured
• Use a valid, government-issued ID from the accepted ID list

Additional tips

• Avoid using flash directly on glossy IDs
• Make sure text and your photo appear sharp and readable

• If your camera struggles to focus, move slightly farther away and zoom in gradually

   

2. Selfie or face scan fails

Common reasons

• Poor lighting
• Face partially out of frame
• Wearing hats, masks, or sunglasses
• Camera movement during capture

What to do

• Face a light source directly
• Remove hats, glasses, masks, or any face coverings
• Hold the camera steady and follow on-screen instructions carefully
• Position your entire face within the frame

3. Persona won’t load or gets stuck

What you might experience

• A blank screen
• A loading spinner that never finishes
• The page closes unexpectedly
• Verification freezes during upload

What to do

1. Refresh the page and try again
2. Open the link in the latest version of Google Chrome or Safari
3. Disable ad blockers or privacy extensions
4. If you’re on a work or school network, try switching to a personal Wi-Fi or mobile hotspot

Additional tips

• Avoid opening multiple Persona tabs at once
• Close other apps using your camera before retrying
• Restart your device if uploads repeatedly fail

4. Camera or microphone access is blocked

What you might experience

• A message saying camera access is denied
• The photo or video step won’t start

What to do

• Allow camera permissions when prompted by your browser
• Check browser settings and confirm camera access is enabled
• On mobile devices, confirm camera permissions are enabled in your phone settings
• Restart the browser after updating permissions if needed

Additional tips

• Some privacy-focused browsers may block camera access by default
• If issues continue, try using Chrome if you're not already  instead of third-party browsers

5. Verification is taking longer than expected

Most Persona verifications are completed within minutes, but some reviews may take longer if:

• Images require manual review
• There is a mismatch between submitted information and documents
• Additional verification checks are needed

What to know

• A longer review does not mean your application was rejected
• You do not need to resubmit unless specifically prompted
• Duplicate submissions can sometimes delay processing further

If your verification has been pending for more than 24 hours, contact support for assistance.

6. You accidentally exited Persona

You can safely restart the process at any time.

• Return to your Handshake AI dashboard
• Click the Persona verification step again
• Restart and complete the flow from the beginning

What not to do

To avoid delays or account issues:

• Do not create multiple Handshake AI accounts
• Do not submit someone else’s ID
• Do not use edited, scanned, or photocopied identification documents
• Do not attempt to bypass verification steps
• Do not repeatedly resubmit verification attempts unless instructed

These actions may delay onboarding or result in account restrictions.