You can upload your government-issued ID on the mobile app or the web portal, whichever is more convenient. This article covers how to upload your ID, how to replace an ID that has expired or failed, how to add a temporary ID, and the most common reasons a verification doesn't go through.
For which types of IDs are accepted and why we ask for one, see Government ID requirements.
Before you start
Have your physical ID with you. Photos of a screen, printouts, and photocopies won't pass verification.
Check that your account information matches your ID. The last name and date of birth on your account must match your ID exactly. Review them in Account Settings first, and update them or start a chat if something is off.
Expect two photos. You'll photograph the front of your ID, the back if it's a card (passports only need the photo page).
Tips for a clear scan
Use a well-lit area and avoid flash and glare.
Place your ID flat on a dark, solid surface.
Keep all four corners in frame and don't cover any text with your fingers.
Hold your device steady, and check the pictures before you submit them.
Upload your ID on the mobile app
Log in to the Circle Medical app.
Tap your initials in the top right corner.
Find the Government ID section.
Tap Begin verifying.
Follow the prompts to scan the front and back of your ID.
Submit, then check your verification status in Account Settings.
Already have an ID on your account?
If there's an expired, failed, or temporary ID on your account, the app won't let you scan a new one until the old one is removed.
Start a chat and ask the support team to remove your current ID.
Wait for the support team to confirm it has been removed.
Follow the steps above to scan your new ID.
Upload or replace your ID on the web portal
Sign in to the Circle Medical web portal.
Open Account Settings and go to the Government ID section.
Select Begin verifying if this is your first upload, or Replace ID if an ID is already on file.
Follow the on-screen prompts to upload your ID.
Return to Account Settings to check your verification status.
On the web portal you can replace an expired, failed, or outdated ID yourself. You don't need the support team to remove the old one first.
Add a temporary ID
Temporary IDs are usually printed on paper, so they can't go through the automatic scan. Established patients can use a temporary ID for one appointment; they aren't accepted for a new patient's first visit.
Web portal: Upload your temporary ID directly in the Government ID section of Account Settings.
Mobile app: Start a chat and attach a clear photo of your temporary ID. The support team will add it to your account.
When your official ID arrives, replace the temporary one using the steps above. Read more in the temporary ID section of Government ID requirements.
Check your verification status
Open Account Settings and look at the Government ID section. It shows your status, ID type, expiration date, and upload date.
Verified: You're all set.
Pending: Your photos were submitted and are being checked. Most verifications finish within a few minutes, but some need a manual review and take longer. If your status is still Pending an hour before your appointment, start a chat.
Failed: Something didn't pass. See the reasons below, fix what's needed, and upload again.
Expired: The ID on file has passed its expiration date. Replace it using the steps above.
Important note: the "Congratulations" screen at the end of the upload means your photos were submitted, not that verification is complete. Always confirm your status here.
Why did my ID verification fail?
Most failures are quick to fix, and if your ID verification fails, you can retry. Find the reason that matches what you're seeing:
The last name or date of birth on the ID doesn't match my account. Update the detail in Account Settings, or start a chat if you can't edit it, then upload again. If you've changed your name, use the ID that matches your account or update the account to match your ID.
My ID is expired. Use a current ID. If your new card hasn't arrived, established patients can add a temporary ID.
I uploaded a printout, photocopy, screenshot, or photo of a screen. Scan the physical card. Digital IDs stored in a phone wallet can't be verified.
The photo was blurry, dark, cropped, or had glare. Retake it using the tips above, with all four corners visible and the text sharp.
The date of birth couldn't be read. Retake the photo so the text is sharp and nothing covers the date.
My ID was already used on another account. Each patient needs their own account and their own ID. If you have a duplicate account or share a device with someone, start a chat so we can sort it out.
The verification timed out. Check your connection and try again.
My ID type isn't accepted. Work, school, and insurance cards, and IDs issued outside the US other than a passport, can't be verified. See the list of accepted IDs.
Still stuck?
Start a chat with the support team through the mobile app or web portal. They can remove an old ID, add a temporary ID, correct account details that don't match, and look into a verification that's stuck or failed.
Important note: For security, the support team can't upload your official ID for you.