If encountering difficulties while completing Jumio, try the following tips to help with the verification process:
- Carefully read and follow the instructions that Jumio provides.
- Use good lighting when taking a picture.
- Use a high-quality camera, if possible.
- Lay your ID flat and ensure there is no glare or reflection when taking a picture.
- Ensure you have a stable internet connection before starting the process.
- Avoid busy or distracting backgrounds.
- Wait for confirmation that the process is complete before closing the window; Jumio may take up to a few minutes to process.
If you still encounter issues after using the above tips, please reach out to our Verification Team by completing the form linked here. Staff will follow up within one to two business days.
What if I don't have a valid ID?
For learners 18 years or older, a valid ID is required in order to complete the verification process and access a Final Milestone.
If you are under 18 years old and do not have a valid ID, please reach out to the Verification Team by completing the form linked here.
What if I use a VPN?
Where possible, Sophia strongly discourages the use of a VPN while accessing the platform. VPNs may trigger a false flag, causing unnecessary identity verification requests by Jumio. And once flagged by Jumio, learners are required to complete the full verification process regardless of how Jumio was triggered.