ID Scan Guidelines and Troubleshooting

Verification Link

When ID Scan is triggered, a verification link is sent via text message or email which provides a guided walkthrough for capturing and submitting images of the front and back of the Account Holder's ID as well as of themselves, also known as a selfie.

Refer to the guidelines below regarding the verification link. 

• To receive the verification link, you must use a tablet or a mobile phone with a US number. Verification link texts cannot be sent to Canadian or international phone numbers.
• Verification links can be sent to any email address, including international addresses, with no location restrictions.
  
  Important: Verification links do not work on a laptop or PC.

ID and Selfie Capture

Refer to the guidelines and tips below for capturing ID and selfie images for upload.

• Only the Account Holder's ID can be uploaded.
• The following ID types are acceptable for ID Scan.
  • Driver's license or State ID card
  • Passport book
  • Passport card
• Use the following tips to help successfully capture your ID images.
  • Use a clean, undamaged ID.
  • Place the ID on a flat surface with a contrasting matte background. Do not use a solid white or black surface.
  • Center the ID in the capture window when taking the picture.
  • Take the picture at a 45 degree angle to reduce glare caused by light.
  • Before uploading, verify the entire ID is captured and that the captured image is not blurry.
    
    Note: If you are unable to complete the ID Capture process after using the tips above, visit a Cox Retail store for further assistance.

Camera Troubleshooting

Refer to the following information for assistance with troubleshooting device camera issues.

• Ensure your device's browser can access the camera. Browser permission settings may need to be changed in order to do so.
• If you encounter issues with loading the camera, copy and paste the verification link into a new browser window, if available.
• To refresh the browser, close the device's browser app and any open tabs, and then reopen.
• Clear the browser's cache and cookies.
• Ensure the device's software is up to date.
• Restart the device.