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Manual Verification: What To Do If the Check Won't Complete

First, check which situation you're in

There are three, and only the third needs anything from you:

  • Your check passed. Nothing to do. Your tips are paid out on the normal weekly cycle.
  • Your check passed but was flagged for review. This happens when something on your document doesn't quite match your account — most often a name difference. Our team reviews these by hand. You don't need to send anything; you'll hear from us if we need more.
  • Your check failed or won't start. This is where manual verification applies. Follow the steps below.

Before you ask for manual verification

Most failed checks are fixable in a couple of minutes, and the automatic route is faster than the manual one. Work through Veriff Failed: Troubleshooting Selfies, Cameras & Rejected Documents first — the usual culprits are blocked camera permissions, poor lighting, or a photo of a document rather than the document itself.

If the name on your account doesn't match your ID, that's a different fix — see Verification Failed: The Name on Your ID Doesn't Match.

What we need for manual verification

Contact support and send two photos:

  1. A photo of you holding your ID next to your face, with both clearly readable.
  2. A photo of the ID on its own, all four corners visible and nothing covering the details.

Use a passport, driving licence or national ID card. It must be the physical document, in date, and not a screenshot or photocopy.

Include with the photos:

  • Your full name exactly as printed on the ID.
  • The email address on your JustTip account.
  • The name of the venue you work at.
Don't send more than we've asked for. We don't need your PPS or National Insurance number, your bank details or your card number to verify your identity. If anyone asks you for those by email, stop and contact us through the help centre instead.

Your manager can send it for you

If you'd rather not deal with it yourself, your manager can send the photos and details on your behalf — just say in the message that you've asked them to. We'll still verify against your own account.

What happens next

  • A member of our team reviews the photos by hand.
  • If anything is unclear, we'll come back to you for one better photo rather than starting again.
  • Once you're approved, any tips being held for you are released on the next payout run.