Cynthia106
Level 2
Aurora, CO

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

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

Chris466
Level 1
Springfield, MO

I have tried clearing my caches on both chrome on firefox and cannot get it to work.  I need to add an ID to book a trip.  Please help. 

Try the link in my original post. It has worked for all my guests.

I'll paste it here for you:

 

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

This was really helpful!Thank you

this link just takes me to the page where I upload a photo of myself which is public.  I tried it and found my govt ID on the Hi page.  Still can't figure out how to do this.

What do you mean by scan document?  I've downloaded the app, I chose passport, then it says scan document.  Do I tap something to take the picture?  It doesn't tell me what to do when I'm pointing the phone at the document.

Gillian64
Level 1
Llawhaden, United Kingdom

I have tried many times to do this . I only have this linked to my phone and as it an apple won't work . Very frustrating and basically means won't be able to use Airbnb again. 

 

Hello...I'm having the same problem...so frustrating...not user friendly at all...I'm sure they are losing a lot of money...😦

 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

Lois25
Level 1
New Jersey, United States

I have tried this many times.  When I get to the camera on the app and put my id under it, there is no button to take the picture!  It says scan at top, but touching it does nothing.  Please help as I cannot complete my reservation without it

The only thing I can think of is trying to scan it in using a computer or trying a different phone or device?  You could also try emailing Airbnb customer support 

I'm having the same problem. Did you ever figure out how to take a picture using the app?

Make sure in your phone settings you are allowing air bnb to access your camera 

regretfully when I go to the link you gave, I can scan the front of my id card, but the app will not scan the back.

what a serious waste of time, the whole airbnb platform is designed so unintuitively, that I have to go to help to do everything from posting photos to seeing how I will get paid.