Verifying your identification
Before you receive your first payout on Roo, you'll need to verify your identity to confirm that the person using your Roo account is yourself. It’s an easy process that includes uploading a photo of your government-issued ID and a quick selfie.
Once Stripe verifies your ID, we check that the name on your ID matches the name on your Roo account and veterinary license. You won't be able to receive payouts until your identity is verified, but you can still search for, request, and work shifts in the meantime.
How to verify your identification
Step 1: Head to your homepage in your Roo account and click “Verify ID” to finish setting up your payment information. After you’ve read the agreements, click “Agree and continue” to get started.
Step 2: If you’ve started the verification process on your computer, you’ll be prompted to scan a QR code to continue on your mobile device. You can also click “Other options” to have the link emailed to you or to continue on your computer if it has a front-facing camera.
Step 3: Get ready to scan the front and back of your photo ID. This can include your driver’s license, passport, or other government-issued ID. Click “I’m ready”.
Step 4: Scan the front of your government-issued ID first. Keep the settings on “Auto” for the scanner to auto-lock on your ID. If it’s unable to detect your ID, make sure it’s in a well-lit area and retry, or click “Manual” to manually take the photo.
Once the front of your ID is captured, review to make sure its in focus and all details are clearly visible before clicking “Submit photo”. If your full name isn’t legible, Stripe may reject your verification and you’ll need to complete the verification process again. Click “Retake photo” to take a new photo of your ID.
Step 5: Once you’ve taken a photo of the front of your ID, flip it over and repeat the same steps as above with the back of your government-issued ID.
Step 6: Before taking a selfie, you can choose to allow Stripe to use your photo to improve their fraud detection process or you may choose to decline. If you decline, your verification won’t be affected.
Step 7: Follow the on-screen prompts to take your selfie looking forward and to each side. After you’ve taken your quick selfies, you’re all done! Stripe will begin verifying your ID which should only take a few minutes.
After you submit your verification
Once you’ve completed your ID verification, you can check the status anytime on your homepage. This is also where you can pick back up if you close out of the verification process.
- Stripe verification should only take up to a few minutes and you’ll be notified once its complete.
- If we couldn’t verify your identity, click “Contact support” from the homepage and our Customer Support team will help you finish this step. You should also receive an email explaining why your ID couldn’t be verified.
- To protect your sensitive information, please do not send photos of your ID to Customer Support via email.
- If your identification is unable to be verified, payment for any completed shifts will be deferred until it’s resolved with our Customer Support team or Stripe.
Important things to know
- You’ll only need to verify your identification once. Once you’ve completed verification after signing up for Roo, you won’t be asked to do it again!
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The name on your ID needs to match the name on your Roo account. Different names can happen for everyday reasons, like a recent name change, a hyphenated name, or a typo when you signed up.
- Your Roo account name locks once your license or ID is verified. The name in your Roo account (first and last name) will be locked once your veterinary license or ID is verified - whichever happens first.
- If your name has changed or there's a typo on your account, contact our Customer Support team and we will help you get it resolved!
Best practices to keep in mind
A few small things make verification go faster:
- Check your Roo account name first: Make sure it matches the name on your ID before you start, so there's nothing to sort out later
- Use your phone if you can: Phone cameras usually capture clearer ID photos than computer webcams, making the process even faster and easier
- Find good lighting: Keep all four corners in the frame and make sure you’re in a well-lit area
- Verify early: Complete this step when you sign up, so you can get paid after your first completed shift!
If you have any other questions or would like further support, feel free to let us know!