Why Could My Identity Not Be Confirmed?

A member of our team reviews every identity verification. If we cannot confirm your identity, you receive an email with the reason, and the reason is also shown on your Identity verification page.

What it means for your releases

• You cannot submit new releases until you correct your details and send them again.
• Releases already in review stay on hold and are not delivered to the stores.
• Releases that are already live are not affected.

Common reasons

• The document is not readable. The photo is blurry, too dark, cropped, or the corners or text are not visible.
• Name mismatch. The name on the form is not written exactly as it appears on the document.
• Wrong document number, or a number that belongs to a different document than the type you selected.
• Missing back side. ID cards and driver's licences need both sides.
• Expired or invalid document.
• Details do not match. The country, address or name does not match the document or other information on your account.
• ID already in use. The same document is already registered to another DistroVibe account. Each ID can only be used on one account.
• The document appears altered. Edited, generated or otherwise manipulated documents are rejected and may lead to the account being closed.

How to fix it

1. Open Identity verification from the banner at the top of your dashboard, or go to distrovibe.com/dashboard/identity.
2. Read the reason shown at the top of the page.
3. Correct your details and, if needed, upload a new, clear photo or scan of a valid document.
4. Select Submit for verification again.

As soon as you resubmit, you can submit releases again. They are delivered to the stores once your identity is verified.

Need help?

If you think the decision is wrong or you need help, open an Account Support request in your dashboard or email support@distrovibe.com. See also Why Do I Need to Verify My Identity?