GetSmarter | Support Center

Questions you might have about identity verification

Modified on: 2018-02-19 10:27:33 +0200


Questions you might have about identity verification


Question: Why do I need to verify my identity?

Answer: We need to validate your certificate details and confirm you are who you say you are.


Question: Will my data be protected?

Answer: Your data will be handled according to our privacy policy (available at http://www.getsmarter.com/privacy-policy).


Question: How long will it take to verify my identity?

Answer: Once your uploaded images have passed the quality checks, the verification process will take up to ten minutes.


Question: What will happen once my identity is verified?

Answer: The names that appear on your verified identity document will be displayed under the User Profile, Certificate Information section in Certificate First Name and Certificate Last Name. If these names are not displaying as they do on the document you used to verify, please contact studentrecords@getsmarter.com


Question: I followed the steps and the image quality check is complete, now what?

Answer: Your submission is being processed. You can continue to update your Profile, and will receive a notification on the Online Campus within ten minutes telling you if you have successfully verified your identity.


Question: Have you confirmed my identity?

Answer: If your identity has been verified as valid, you will receive a notification on the Online Campus. For reference, a tick will appear in the Identity Verification checkbox, on your Profile page, once your identity has been successfully verified.


Question: Where can I check the details are correct?

Answer: Go to your Profile on the Online Campus and select “Edit Profile”. Scroll down to the "Certificate Information" section. Please refer to the fields "Certificate First Name" and "Certificate Last Name" to review your details.


Question: What do I do if I have verified my identity but my details are incorrect?

Answer: Please contact studentrecords@getsmarter.com in order to request an update to your Certificate First Name and/or Certificate Last Name fields.


Question: What do I do if my identity has not been successfully verified?

Answer: If you received a notification on the Online Campus, click on it and you will be taken to your Edit Profile page where you can try the verification again. If you did not receive a notification, navigate to your Edit Profile page and try your verification again.


Question: I don’t want to upload sensitive data to a website I don’t trust.

Answer: Your data will be handled securely according to our privacy policy (available at http://www.getsmarter.com/privacy-policy).


Question: The upload document process keeps failing. I can’t upload my document.

Answer: Please test your internet connection and ensure that your file size is less than 8MB and is either JPG or PNG. If you only have a PDF copy of your document, read this article that details how to take a screenshot of the PDF to create an image file.


Question: I’m on my profile on the Online Campus and the details you’ve confirmed are incorrect. There’s no option to edit them.

Answer: The names that appear on your identity document you used for verification will be displayed under the Certificate First Name and Certificate Last Name. If these names are not displaying as they do on the document you used to verify, please contact studentrecords@getsmarter.com


Question: Will I be prevented from starting my course until I verify my identity?

Answer: You can start your course before you verify your identity, but you won’t receive your certificate, should you qualify, until you do.


Question: Will my data be protected?

Answer: We won’t disclose your information to anyone outside of GetSmarter, and your data will be stored securely and anonymously. Your data will be handled according to our privacy policy (available at http://www.getsmarter.com/privacy-policy). 


Question: It only has passport or ID card, but I only have an ID book.

Answer: You can use the ID book, please ensure that the barcode is visible in both images.


Question: It requests a photo of the back of my ID card, but I’m using an ID book.

Answer: Please ensure that the barcode is visible in both images.


Question: I selected the option to "Take image with webcam or phone camera" but my webcam is not working?

Answer: Please ensure that your browser has given permission for the site to use your webcam. This should occur as a popup.


Question: Can I verify my identity on my mobile phone?

Answer: Yes, you can. You will still complete the same verification steps.


Question: I am trying to verify my Identity on my mobile phone using the ‘Take image with webcam or phone camera’ option but I am getting an error?

Answer: This could be due to your mobile web browser not having permissions to use your mobile phone’s camera. In order to overcome this, select the ‘Upload existing copy from your device’ which will still allow you to take pictures of your document and your face.



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