Aircall’s account verification process is designed to be quick and straightforward. If you encounter any issues during verification, follow the steps below to help you complete the process successfully.

The troubleshooting guidance below is based on information from stripe.com.

Verification link isn't working

If the link to complete your ID verification does not open, try the following steps:

Steps:

  1. Restart your browser.
  2. Clear your browser’s cache and cookies.
  3. Use a different browser. We recommend using Google Chrome for the best experience.
Tip: If the issue persists after trying these steps, check your internet connection or try accessing the link in a private browsing window.

Didn’t receive the text message

If you do not receive the verification text message, you can use a QR code instead.

Pop-up of a QR code with text above reading, "Continue on your mobile device, scan the QR code to use the camera on your mobile device"

Steps:

  1. Go to your Aircall Dashboard.
  2. Select the option to display a QR code on the screen.
  3. Use your phone’s camera (if it supports QR code detection) or a barcode scanning app to scan the code.
  4. The link will open on your mobile device to continue the verification process.

When you open this option, a pop-up will appear with text reading: “Continue on your mobile device. Scan the QR code to use the camera on your mobile device.”

Problems accessing your computer’s webcam

If Aircall cannot access your webcam, or if you do not have one available, follow these steps:

Steps:

  1. Check that you have granted permission for Aircall to access your webcam.
    • If access is blocked, refer to your browser’s help documentation for instructions on allowing camera permissions.
  2. If you do not have a webcam, go to your Aircall Dashboard and select the option to switch to another device.
  3. You will be prompted to enter your mobile phone number.
  4. Aircall will send a link to your phone so you can continue the verification process there.
Note: Browser privacy settings can sometimes block camera access by default. Make sure to enable permissions before restarting the verification process.

Problems with the photograph

If your photo is not being accepted during ID verification, check the following:

Steps:

  1. Make sure the subject of your photo (you or your ID) is well-lit from the front. Avoid backlighting or shadows.
  2. Ensure your fingers are not covering any part of the ID.
  3. If using a mobile phone, place the ID on a flat surface in a well-lit room before taking the picture.
  4. If using a webcam, slightly tilt it to reduce glare and improve visibility.
Tip: Good lighting and camera stability are key to a successful verification photo.