Croux uses Stripe Identity to verify your identity. It is a required step in onboarding and must be complete before you can apply for shifts. If you’re having trouble with verification, this guide will help you troubleshoot.
When do I need to verify my identity?
Before you can apply for any shift, your identity must be verified. If it isn't done yet, you’ll see “Stripe Identity” listed as a shift prerequisite on the shift card with a one-tap “Complete” button. You can also complete it anytime from the More tab, then Payment Method.
It's still processing
If the app says Checking your ID for more than a minute, tap Check again to refresh your result. If Stripe could not accept your attempt, the app tells you what it rejected so you can fix that one thing and try again.
It says Verification Failed — what do I do?
Start with these common fixes:
Check your photo quality
- Use good lighting — avoid glare and shadows
- Place your ID on a flat surface (don’t hold it in your hand)
- Make sure the entire ID is visible and in focus
- Ensure all text on the ID is readable
Check your ID type
Stripe accepts:
- Driver’s license
- State ID
- Passport
These are not accepted: temporary or paper IDs, student IDs, work badges, or expired documents. If you recently renewed your ID and only have a paper temporary, you’ll need to wait for your hard copy to arrive.
Check your name
Your name in Croux should match your ID. Common mismatches include:
- Missing middle name
- Abbreviations (e.g., “Rob” vs. “Robert”)
- Typos from when you signed up
If your name or date of birth in Croux does not match your ID, the app shows a correction screen. See If the app asks you to correct your identity below.
Verification code not arriving?
- Check that your phone number is correct in Stripe
- Make sure you can receive SMS messages
- Try the “resend code” option
- Some phone carriers block short codes — wait a few minutes and try again
Identity verification vs. background check
These are two separate steps — don’t mix them up:
- Identity verification confirms you are who you say you are (photo of your ID). You can retry this yourself in the app.
- Background check is a separate screening run by Turn. It starts when a business first selects you for a shift. If your background check is still processing, that’s a different issue — it doesn’t mean your identity verification failed.
I’ve tried everything and it still won’t work
If you’ve retried with a clear photo, a valid ID, and matching name and it’s still failing:
- Contact our support team — include a screenshot of the error you’re seeing
- We’ll check your account on our side. If the problem is inside Stripe's verification, we'll point you to Stripe support, since Croux cannot change or override a Stripe verification result
If the app asks you to correct your identity
If your name or date of birth in Croux does not match your ID, Croux shows a correction screen. Carefully compare your legal details with your ID before submitting.
- You get three correction attempts.
- If your ID shows the right details, tap Use my ID's details instead of typing them.
If your details still do not match after three attempts, or if your verification is denied, the app shows a message asking you to contact support.
To reach us, contact support@croux.co using your existing account. Do not create another account or restart a completed background check. Questions about the findings in a background-check report go to Turn at support@turn.ai.
Related articles
- Understanding Account Suspensions and How to Resolve Them
- Why Does It Say "Duplicate Account Detected"?
- Your Croux Account and Profile: Where to Find Everything
Need more help?
Send it to us at support@croux.co and we are happy to help!