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

[David1112]

I am also having trouble taking photo of my licence. I have missed many nice properties because of this. Want to book property now but can't upload my licence. Very frustrating.

[Cynthia106]

I'll paste the part of the email here that I got from customer support it's worked for every single one of my guests that is tried it:

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

[Peggy62]

This link does open but once we are inside of the link it does not proceed properly.  There is a glitch in the program.  

Peggy

[Carol171]

I have tried this address multiple times now with no results. 

[Marie538]

I'm trying to make a booking. My new credit card details have been entered but the booking can't proceed because my ID is apparently unclear. For the past hour, I have tried to retake a picture of my Drivers Licence but nothing is happening.

Please help.

Marie

[Janett1]

I have been trying to upload/scan my ID since last night but the app won't work no matter what I do. Is it because I'm using an IPad? I have tried Cynthia's workaround to no avail. Plus, there is no info or solution on the airbnb page/app/attention center. Tried calling their Mexico office only to find out the number has been disconnected. 

It's hard to believe that such a succesful company has such crappy customer service.   

[Ssandra0]

I am very frustrated trying to do this. Have tried on the mobile app but can't figure out how to take the picture???

[Lois25]

Did you figure it out?  I am so frustrated I could cry!!!

[Asma5]

I have tried several time to upload a pic and the camera is not getting activated on my laptop. Also, I am not recieving any notifications sent to my cell either. Please help.

[Asma5]

The camera is not getting activated on my laptop to take a pic.

[Alan155]

The android app takes me in circles and there is no camera on my desktop. I see lots of similar questions but no answers.

Alan

[Carol311]

I cannot work out how to do this.  Have tried all the links and none of them work for me.  My devices are all Apple.  Airbnb this is hopeless!  I want to book, have booked with you before and cannot.  You are damaging your hosts with this stupidity.  Incredibly frustrating

[Margarita79]

I just completed mine using the app on my phone. I found the easiest way to do it is to put your document flat over a dark backround. This helps the scanner to pick up the exact edges of your document. Try to align the window exactly to your document and when you hear the sound it means it has scanned. Hope this is helpful!

[Ellyn0]

There's no sound when I point my phone at the document!

[Jane857]

Thank you so much!  That worked.