What happens if my face verification is unsuccessful?

You have 5 attempts to verify your face. If the verification fails on your 5th attempt, please email us at hello@popcar.com.au.

If you're verifying your face at the start of your booking and need assistance, let us know here and our Support Team will be happy to help.

What should I do if I see one of the following messages?
 

You've failed a face verification attempt.

Try verifying your face again.

For the best results, make sure:

• Your camera lens is clean.
• You're in a well-lit area, but out of direct sunlight.
• Your background is clear and free from distractions.

We're having trouble verifying your identity.

We're sorry this is happening. Please email us at hello@popcar.com.au, and we'll attend to you as soon as we can.

You've yet to meet the requirements to drive with us.

To drive with Popcar, you must:

• Be 18 years old or older.
• Have at least 1 year of driving experience.
• Hold a valid physical, unrestricted driver's licence.

If you don't currently meet these requirements, you can check again once you do. If you have any questions about your application, please email applications@popcar.com.au.

We're verifying your documents.

Hang in there! We're currently reviewing the documents you've submitted.

Please check your email (including your Spam folder), as we may contact you if additional documents are required.

If you haven't received a response from us after 3 business days, please email applications@popcar.com.au or let us know here and we'll be happy to check the status of your verification.

We need additional verification.

Simply tap the prompt in the Popcar app and submit the requested selfie.

Oops, we couldn't verify your selfie.

Please try submitting your selfie again.

For the best results, make sure:

• Your camera lens is clean.
• You're in a well-lit area, but out of direct sunlight.
• Your background is clear and free from distractions.

You've encountered a caching issue.

Log out of the Popcar app, then log back in and try the face verification again.

You've exceeded the maximum number of retries.

Please wait 10 minutes before attempting face verification again.