If you're a Food Waste Hero and your ID verification isn't going through, don't worry, it's usually a quick fix. Work through the steps below and you should be verified in no time. For the full picture on what we check and which documents are accepted, see our Food Waste Heroes ID verification guide.
📸 Get a clear photo of your ID
The most common reason verification fails is the scan itself. A few small tweaks make a big difference:
Find good light. Natural daylight works best, so try to avoid dim or artificial lighting where you can.
Verify your actual, physical ID, not a photo of it. Taking a picture of a screen or a printed copy won't work.
Use a flat, plain surface with some contrast so the document stands out. Avoid patterned or reflective backgrounds.
Make sure all four corners of the document are visible and in focus, with no glare or shadows over the text or photo.
🔄 Update your app and try again
If verification freezes or seems stuck in a loop, an out of date app is often the cause. Update Olio to the latest version from the App Store or Google Play, then try verifying again. That usually clears things up.
💬 Still not working? Get in touch
If you've worked through the steps above and it still won't go through, or you're stuck and can't try again, we're happy to help
To help us sort it out quickly, drop us a message at [email protected] and let us know:
Which document you're trying to verify (a passport, driving licence or national ID card, for example).
What happens when you try. Is there an error message? Does it freeze, or reject the document?
A screenshot of the error message you're seeing, if there is one.
Please send a screenshot of the error only, not a photo of your actual ID. We don't need a photo of the document itself to help you.