If your ID check doesn't work

Most problems are quick to fix. Here is what each message means and what you can do next.

In short

You have 3 attempts in 30 days. A check you didn't finish doesn't count.
Every result is automatic, and you can ask a person to review it.
Trying again is free.
If the check shows that you're too young, already have an account or can't take part, your profiles stay offline until a check passes.

Before you try again

Use bright, even light and avoid reflections on the document.
Lay the document on a flat surface and keep all four corners in the picture.
Keep your fingers off the document.
For the selfie, look straight at the camera and keep your face uncovered.
Use a valid passport, national ID card or residence permit. Expired documents don't work.

What the messages mean

“We couldn't read your document.”: The photo was blurry or dark, or part of the document was missing. Try again with the tips above.
The check was declined: For example the document had expired, the selfie didn't fit the photo on the document, or the live check didn't work. Try again with a valid document and a clear selfie.
“Your ID check isn't finished.”: The check was closed before the end. Tap “Continue check” or “Start again”.
“You need to be at least 16 to babysit on T1D Babysitting.”: Sitters must be 16 or older. You can't take part yet.
“Family profiles are for adults (18 and older).”: Family profiles need someone aged 18 or older. If you're 16 or 17, you can still create a sitter profile.
“You already have an account”: Your ID check shows that you already have an account in the network. The app shows which sign-in it uses: Apple, Google or email. Tap to sign in there. See Create your account with Apple, Google or email.
“We can't verify this ID.”: We can't accept this ID on T1D Babysitting. We don't give more detail. If you think this is a mistake, write to safety@carbetic.app.
Your check is being reviewed: Sometimes a person needs to look at the result, for example when the birth month and year you entered don't fit your ID. This can take up to 14 days. If there is no decision within 14 days, you can start a new check.
“You've used all 3 attempts for now.”: The message shows the date when you can try again.
The check isn't available right now: Too many checks were started today, or our partner is busy. Please try again later.

How many attempts you have

You can complete up to 3 checks in 30 days. The app shows how many attempts are left. A check you started but didn't finish doesn't count as an attempt.

Every check is free, also when you try again.

Ask a person to review the result

The result of the ID check is an automated decision. If you think it's wrong, tap “Ask for a human review” or write to safety@carbetic.app. A person looks at your case and tells you the result.

Please add your account ID from Profile, Account to your message, so we can find your check quickly.

Still need help?

Write to safety@carbetic.app. A person reads every message. In the app you can also tap “Contact support” under Profile, Safety and help.