This article covers identity verification related to a rent payment made through TurboTenant. This is not related to the identity questions you may answer during a rental application or background check — that is a separate process handled by the credit bureau.
Why was I asked to verify my identity?
Through a combination of manual and automated reviews, a payment made through our system may be flagged for additional verification. When this happens, either the landlord receiving the payment or the renter making the payment may be asked to complete identity verification as a standard compliance and fraud prevention check. This is a normal step — it does not mean there is a problem with your account.
The related payment cannot be processed until IDV is complete. Once the Trust & Safety team approves your verification, your payment will proceed normally.
How to complete your verification
You'll receive a request from TurboTenant's Trust & Safety team via email and/or chat, containing a unique verification link. That message will also include your deadline to complete the request — be sure to check it, since your access to complete verification is time-limited.
The process typically takes less than 5 minutes. You'll need:
A valid, government-issued photo ID (driver's license, state ID, or passport)
A device with a working camera
Steps:
Open the verification link from your email or chat message.
Once you click the link, plan to complete the verification in one sitting. Navigating away from the screen will cause the link to expire for security reasons (see below).
Upload a clear photo of your government-issued photo ID (front and back). Make sure the photo is clear, not blurry, and free of glare.
Take a live selfie when prompted, in a well-lit area so your face can be matched to your ID.
Review your submission and click Submit. You'll receive a confirmation that your submission is under review.
📱 Tip: If you're having trouble using the link on a computer, try completing it on your phone — camera access is often easier on mobile devices.
What happens after you submit?
The Trust & Safety team will review your submission. Decisions are typically provided within 24–48 hours, and you'll be notified by email with the outcome.
Approved — Your identity has been confirmed and your account will be reactivated. You'll receive a confirmation email.
More information needed — The Trust & Safety team may reach out if they need additional documentation or clarification.
Not approved — In some cases, account reactivations may not be approved. You'll receive an email from the Trust & Safety team explaining the decision.
Common issues
I navigated away from the screen and now my link doesn't work
For security reasons, the verification link expires if you navigate away from the screen before completing the process. Reply to the original email or chat message you received, and the Trust & Safety team will generate a new link for you.
My verification link expired, or I missed my deadline
If your link has expired or you weren't able to complete verification by the deadline in your original message:
Reply directly to the Trust & Safety email or chat message you received and let them know you need a new link.
You can also reach the Trust & Safety team at [email protected].
A new link will need to be issued by the Trust & Safety team — it cannot be self-generated.
I'm having technical problems
If you're running into issues during the verification process, try the following:
Switch to a different browser (Chrome or Safari are recommended).
Clear your browser cache and cookies, then reload the link.
Try completing verification on a mobile device instead of a computer.
Check that your camera is enabled in your browser permissions.
Make sure you're using the original verification link from your email — do not use a saved or copied link.
If problems persist after trying the above, reply to your Trust & Safety email or contact [email protected] for assistance.
My verification failed or was rejected
If your verification was unsuccessful, the Trust & Safety team will reach out with more information. In some cases, you may be asked to resubmit with clearer documents. Reply to the Trust & Safety team's email to understand your next steps.
Is this request really from TurboTenant?
TurboTenant's Trust & Safety team does send identity verification requests via email and chat, which may include a link to complete verification or a request to submit documents.
If you're unsure whether a request is legitimate, do not click any links until you've confirmed. Email [email protected] to verify the request before proceeding.
Still need help?
If you have questions about your verification status or need assistance that isn't covered here, reach out to the Trust & Safety team directly at [email protected] or reply to the original email you received from them.