Why do I need to verify my ID?

Verisoul is our third party verification provider. When you start your ID check, you'll be redirected to a secure Verisoul page to complete it. You'll see Verisoul's terms of use, privacy policy, and biometric policy before you begin. Review these terms and provide your consent if you choose to continue.

• A valid government-issued ID in your name that hasn't expired
• Your phone, with camera access turned on
• A few minutes somewhere with good light

1. Order a gift card in the Mistplay Shop. You'll be automatically prompted for an ID check in-app, or you'll get a link by email or notification.
2. Read Verisoul's terms and provide your consent.
3. Take a quick selfie.
4. Take a photo of your ID.
5. Once you pass, head back to the app and order your gift card.

• Open the link on your phone in Chrome or Safari.
• Place your ID on a flat, dark surface in good light.
• Keep all four corners of your ID in the photo.
• Avoid glare, shadows, and blur.
• Use your real ID, not a photocopy or screenshot.
• For your selfie, remove your hat and sunglasses and face the camera.
• Make sure your Mistplay app is up to date.

Sometimes it takes more than one try. Follow the tips above and try again from your ID check link. If it still doesn't work, try a different phone or browser.

The ID check is done directly with Verisoul. Retrying is the fastest way through.

The ID check needs camera access to complete a quick face scan. Follow these steps to allow camera access, then try again.

Part 1: Allow Chrome to use your camera

1. Open Settings on your device.
2. Scroll down and tap Apps. 
   
   
3. Find and tap Chrome. You can tap the search icon at the top to find it faster. 
   
4. Tap Permissions. 
   
5. Tap Camera. It may be listed under Allowed, Ask every time, or Not allowed. 
   
6. Select Allow only while using the app. 
   

Part 2: Allow the verification site to use your camera

1. Open Chrome and tap the three dots in the top right corner. 
   
2. Tap Settings. 
   
3. Scroll down and tap Site settings. 
   
4. Tap Camera. 
   
5. Make sure Sites can ask for your camera is selected. 
   
6. If verisoul.ai appears under Blocked, tap it and select Allow.

Part 3: Close any floating bubbles

Floating bubbles or windows on your screen can block camera access. Before you try again:

1. Close any chat bubbles, floating windows, or screen recorders. To close a bubble, drag it to the X at the bottom of your screen.
2. Turn off any blue light filter or screen dimmer apps.

Part 4: Try again

Go back to Mistplay and restart your ID check. When asked for camera access, tap Allow.

Still having trouble? Restart your device and try again. If it still doesn't work, contact us. We're here to help.

This usually happens when the photo is hard to read, the ID has expired, or the ID isn't a government-issued ID. Check that your ID is valid, then try again with a clear, well-lit photo.

You should be able to get an ID check completely in-app if you are using the most updated version of Mistplay. Please update your app and try again.  

If you still can’t find the link, check your email, including your spam and promotions folders, and your notifications in the Mistplay app. You can also order a gift card in the Mistplay Shop to be taken to the ID check, or enable notifications temporarily to receive an in-app notification with your ID check link.

A valid government-issued ID is needed to get gift cards from the Mistplay Shop. 

That's your choice. If you don't verify, you won't be able to get gift cards from the Mistplay Shop. 

If you change your mind, just order a gift card to start the ID check.

No. Once you pass, you're verified and won't be asked again unless you delete your account, in which case re-verification may be required.

Your units stay in your account until you pass verification and are able to redeem.

The ID check is done directly with Verisoul, so our support team can't look at your ID or skip this step. Please don't send photos of your ID to support. We'll never ask for them.