Tips for identity verification with a trusted referee on

You are applying for unemployment because you have lost your job or your previous benefit ended. At the time of your first application, there was no requirement to verify your identity with, so this process is new to you. Below, we provide you with tips to help complete the video call with a trusted referee. Throughout this document, we use UI Online as the government agency, but the steps below apply to any government agencies that require identity verification including:

What is identity verification?

Many government agencies have partnered with to help combat fraud and protect your identity, so vital unemployment insurance and other benefits are available for you when you need them. is a trusted technology partner and helps keep your personal information safe. When you are applying for unemployment insurance benefits through UI Online, you will be required to verify your identity with, even if you were verified on a previous claim. 

You complete this step by uploading a photo of your:

  • driver’s license
  • ID card
  • Passport and,
  • a video selfie through a smartphone or tablet.

Reminder: You need to provide identification when you retain the services of a professional to prepare your income tax.

My identity verification failed

If cannot verify your identity using your photo ID and video selfie, you can complete the process through a video call with an employee called a Trusted Referee. Trusted referees are available 24 hours a day, seven days a week. You can connect with a trusted referee by waiting in the virtual line.

Why didn't my documents work?

The identity verification process uses several checks to protect against identity fraud. However, some people through no fault of their own can’t get past these checks. There are many reasons why some people run into issues including:

  • ID document photo may be blurrier or shadowed.
  • Credit bureau me have incorrect or outdated information.
  • Personal credit may be non-existent or frozen or 
  • Your phone number may not be associated with your name.

A trusted referee will help you verify your identity when you press the verify identity on a video call button.

To verify your identity with a Trusted referee you will need to provide either two primary documents or one primary and two secondary identity documents for their review. 

A primary document would include a driver’s license, passport, state ID, or another form of government-issued ID. 

A secondary document is typically something that shows your name, such as a utility bill, social security card, or bank statement.

Tips to help pass the video call successfully want to make sure you can verify your identity successfully. The motto is no identity left behind. All government agencies and have worked hard to make this process as easy as possible, but sometimes there are unexpected issues that may delay the process of identity verification.

First, let’s explore some of the most common reasons that people’s documents fail.

1 – Do not upload the same document twice. If you upload the same identity document twice or it will fail inspection. You must upload a separate document for each category.

2 – Make sure your documents are acceptable. Documents must be legible and match the identity submitted. If your name has recently changed, make sure you also upload a legal document, such as a marriage certificate, that explains why you have a different name on your primary document.

3 – Expired documents. Make sure your document is not expired. If it is expired, check if the date falls within the expiration extension granted by the state.

4 – Ineligible secondary documents. One of the most common mistakes is a statement or bill older than 90 days.

5 – Do not use photocopies. If you submit a scan or screenshot of your document, it will be rejected. Make sure you take a picture of the original documents. Images submitted of a photocopy of your birth certificate or social security card will also be rejected.

6 – The image that you submit doesn’t capture the whole document. You must upload a complete image of the document. A good rule of thumb is to make sure that all 4 corners are in the picture. Birth certificates are often rejected because the seal is not visible. If the document is folded and information isn’t fully visible, the document will also be rejected.

7 – Some documents will require that you upload an image of both the front and back sides. Failure to do so will result in a rejection. This error happens the most with driver’s licenses.

Patience is key

Unfortunately, during periods of high unemployment, you may see longer estimated wait times for Trusted Referee video calls. They apologize for the inconvenience and encourage you to stick with it.
When applying to make waiting a little easier, we recommend using a laptop, computer, or tablet instead of your cell phone. Plug in your device to make sure it has sufficient charge. If you are connected to the internet through Wi-Fi, be sure you are in a place with good coverage.
If you want to step away from your device while you wait, make sure you disable any power-saving settings. This way you don’t lose your place in the queue. If you are unable to wait online, click Save and Return Later.
This enables you to save your uploaded documents and return at a more convenient time.
Once the Trusted Referee confirms your identity, you will receive a confirmation email that will allow you to share this information with the reemployment assistance program and continue the claim filing process.

Does the identity verification end with the trusted referee?

When you complete your identity verification, you must share your personal information with your state unemployment. You do this by selecting Allow when prompted. When completing this process with a Trusted Referee, you will likely have to log back into UI Online and select File New Claim. Log in to and then select Allow when prompted.
Don’t forget, your application isn’t complete until you’ve submitted it to the reemployment assistance program and received a confirmation.

Will I have to do this again the next time I apply for benefits?

The good news is that once you’ve verified your identity with, you’re good to go with any partner. However, they’re always going to want to make sure you are you. The process is streamlined for returning claimants. In most cases, will send a code to your cell phone as a verification for identity verification.
If you have any other questions, visit the Support website at