Our driver verification process is designed to be simple, allowing drivers to complete the verification quickly and without any issues. But on rare occasions, small hiccups can happen. The good news is that these situations are simple to fix. With a few quick checks, you can get everything running smoothly and move on to earning with confidence. Below, we’ve outlined some verification issues and the easy steps to resolve them.
"I'm not receiving my phone verification code."
This can happen for a few different reasons. An active membership is required to receive the verification code. The first thing you should do is check your membership status.
To do that, go to your account’s Settings
Click on the Membership tab.
Check your membership status. If your status shows as Not Active, you’ll need to start your free trial by adding your billing info.
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Click “Start Free Trial” to activate it.
Don’t worry! You won’t be charged right away! The first payment is only taken after your 1-month free trial, and you can cancel at any time. Once activated, request the verification code again.
If your membership is already active, but you still don’t receive the code, try resetting the notifications by following the instructions:
Text STOP to 67530, wait 10 minutes, then text START to 67530.
After that, request the code again.
If you’ve tried both steps and still haven’t received the code, please contact our Customer Support Team at support@citizenshipper.com, and we’ll help you troubleshoot directly.
"I can't verify my email, or I'm not receiving emails."
Email issues are rare but can happen if your email provider filters messages differently. If you’re not receiving verification or update emails, try these quick fixes:
Use a reliable email provider. Rarely, our system may have issues with certain providers, such as Hotmail, Outlook, iCloud, etc. We strongly recommend using a valid Gmail or Yahoo address for smoother communication.
Double-check your email address. Make sure the address you entered is spelled correctly and is still active.
Check your Junk/Spam folder. Occasionally, verification or update emails might land there. If they do, mark them as “Not Spam” so future messages reach your inbox.
Switching to Gmail or Yahoo usually fixes these issues quickly and helps you stay connected without missing critical updates.
You can also check out our helpful article on how to whitelisting our email address here.
"ID verification is rejecting my documents."
In most cases, ID verification goes through on the first try. If your document wasn’t approved, double-check the following before resubmitting:
Only a valid U.S. government-issued driver’s license is accepted.
Make sure you followed all the best practices listed in the Completing Your ID Verification section (clear photos, no glare, valid document, etc.),
Review Stripe’s documentation requirements article for additional guidelines: Uploading photo of government-issued ID FAQ : Stripe: Help & Support.
If you’ve met all the requirements but still face issues, try these technical fixes:
Open the verification page in incognito/private browsing mode,
Clear your cache and cookies, then try again.
Use a different browser or device (a mobile phone camera usually works best).
Wrapping up, verification issues are rare and usually resolved with just a few simple steps. However, if you’ve tried the suggestions above and are still running into problems, don’t worry! Our Customer Support Team is always here to help at support@citizenshipper.com. Once your verifications are complete, you’ll be moved to the next and last step, the manual verification.
What Happens After Verification: Manual Review
Once you’ve completed all verifications, your account will go through a brief manual verification step. This process is done by our support team to verify the overall setup for accuracy. It’s a quick, final review that helps ensure every driver on the platform meets our safety and quality standards.
Manual verification may take up to a business day, and once approved, you’ll be ready to start bidding.
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