How to help a guest upload a government id if they are already verified.

[Cynthia106]

I help host a property and the owner requires a government id to be on file with airbnb. Recently, a guest was already verified and could not upload a government id. It was very frustrating and I have seen lots of questions about this in the help center. I got great advice from one of airbnb's customer service reps and wanted to share it here to save anyone having this problem time. Below are the steps he recommended and it worked! 

Hi Cynthia, 

I am Gustavo, a community Expert and I will try to assist you. 

This is very common. Probably it's a browser issue 

I suggest you to use the latest version of either Google's Chrome or Mozilla’s Firefox. Please be aware that due to Airbnb’s Java Script content, neither Safari or Internet Explorer are recommended. 

Please remember to clear the web browser's cache. 
Read this: http://bit.ly/1Dld5bQ 
Firefox .http://mzl.la/1Ch6rzi 

If anything goes wrong, try to scan it again using this link: 
https://www.airbnb.com/verify#step/jumio 

Also uses JPEG form if you are uploading from a computer. 

You can also try to do this using the Airbnb mobile app. Some customers were able to solve the problem doing this. 

If this is not working or helping, or you cannot do this, please respond below and I can reroute you to a Specialist for fast help. 

Best Regards, 

Gustavo

[Judith171]

I have never used Airbnb before and am finding it extremely frustrating. How can I take a photo of my passport that they will be happy with? They don't like a scanned image and I can't take a decent one with my phone. 

[Susin1]

I have been trying forever to scan my ID through my phone. I can see the frame around my ID on the scan page but cant seem to take a photo or scan of it. Please someone help! 

[Astghik1]

Hi. I am not able to take the photo with my iphone. I is on the scanning screen and there is no capture button.

[Adesanmi0]

Hi, I know my Input is coming late though but this may be the lasting solution to this thread. 

You can do this with your smartphone with a good camera, 5mp isn't bad. 

Go to either play store or Apple Store to download and install camscanner.

Launch the app and place your rear camera on the document you wants to scan. 

Scan it and convert it to pdf. This can he forwarded via email or upload it to an online portal. Is the fastest way I have ever used. 

Check the complete tutorial below. 

 http://www.gadgetswright.com/scan-a-document-with-phone-camera-without-scanner

[Maria1465]

i have tried everything....can anybody help?

[Helen3]

Have you tried calling Airbnb? their contact details are in the CONTACT AIRBNB discussion towards the top of this forum.

[Kirsty35]

Please help i have tried for the last hour to upload the id photo the screen just goes blank im on chrome on my computer and still doesnt work. Getting so upset as really want to book as its for my partners 30th birthday and has been told that the place is looked at by 3 others worried it will go before i get this sorted out. Why is airbnb so hard to use!!!

[Rawan2]

dear Airbnb, please help me as i am trying to upload my passport but it is not working and a mail is being sent to me that there is a problem with the photo of my ID. I need to add the ID to book today from 15/7 till 01/8 ( 17 nights) so please please help.

[John2074]

What an absolute nonsense this procedure is, airbnb alrady have my photo in my profile page which is only a year old, but on attempting to book a property  with them i got a message asking for an updated official photo, ive sent a new photo 3 times but all have been rejected as not being official and they were all photos used to apply for government documents. Im getting to the stage of booking with another less officious property company which is a shame,this needs sorting by airbnb  

[Ben268]

Ik ben al 2 weken bezig om mijn account verificatie rond te krijgen.

Rijbewijs mailen is gelukt, maar er komt op mijn Handy geen SMS binnen om de 2e stap van de verificatie  (mailen van foto) rond te krijgen . Ze hebbben nu ook nog hun uitbetalingen aan mij stopgezet.

De service van Airbnb is ronduit miserabel.  Ak 10 x gebeld, 20X gemaild, ze komen er niet uit!!!!

Ik overweeg nu te stoppen met Airbnb vanwege hun ronduit onbeschofte service. Maar ik heb nog enkele Airbnb boekingen openstaan. Die zou ik dan moet cancellen. Iemand een idee hoe ik die ellendige verificatie rondkrijg?