For your selfie video to be accepted:

• ensure your face is correctly positioned inside the labeled oval
• ensure you have sufficient lighting
• use a solid light/white colored background
• clean your camera lenses to ensure visibility

For your document image to be accepted:

• place it on a solid, colored and contrasting flat surface (avoid using a black surface)
• ensure you are using the correct/required document
• ensure there is no glare in the photo
• clean your document to ensure the content is visible
• clean your camera lenses to ensure visibility

For the page to load properly:

• refresh your browser cache
• ensure you have a stable and reliable internet connection
• enable cookies
• check if firewalls are blocking your access, and turn off all firewalls
• ensure your computer/mobile device is up to date with the latest operating system:
  • desktops: MS Windows 10 or higher, MacOS 10.5 or higher
  • mobile and tablet devices: Android 8 or higher, iOS 15 or higher

A variety of browsers are supported, for best viewing experience ensure you are using the latest versions of:

• Google Chrome
• MS Edge
• Firefox
• Safari

Make sure you are using an up-to-date and valid document. Your verification may fail if:

• your Ontario health card or Ontario photo card is expired
• your Ontario driver’s licence is more than one year past its expiry date
• the lighting is poor or the images of your document and your selfie is low-quality
• the document is damaged in any way, including having scratches
• the text on your document is not readable or obstructed
• your legal name, date of birth, or postal code did not match the information your financial institution has on file during the Two-Step Verification process

Follow these steps to scan the QR code:

1. Make sure your phone is connected to the internet.
2. Point your camera at the QR code and wait a few seconds.
3. When a link appears on your screen, tap it to continue.

If no link appears or a page doesn't load, try the following:

• check that your camera can scan QR codes (go to settings > camera and make sure QR code scanning is turned on)
• make sure your phone's operating system is up to date
• try using a QR scanner app (you can download one from your app store)
• use a different device

You can use one of following documents:

• Ontario driver’s licence
• Ontario Photo Card
• Ontario photo health card

To complete your verification using the Ontario's Document Verification Service, you will need:

• a mobile device (you can start on a desktop, but you will need to transition to your mobile device)
• the required document(s) by the requesting organization

Recommended devices and operating systems:

• mobile and tablet devices: Android 8 or higher, iOS 15 or higher
• desktops: MS Windows 10 or higher, MacOS 10.5 or higher

Recommended browsers for best viewing experience:

• Google Chrome
• MS Edge
• Firefox
• Safari

We have partnered with Interac^® document verification service to help you verify your identity using government-issued photo ID and facial biometrics. This process helps you:

• access online services that require proof of identity
• protect your information from fraud using secure technology
• confirms that your photo ID is valid when you need to access secured digital services

Read Interac^® Verified FAQs

This is needed because:

• uploading a photo of your document and taking a selfie video allows our service to complete the verification of your document(s) using a secure online process that uses artificial intelligence (AI) to check the picture on your document and compare it to your selfie
• verification of an individual’s documents helps to prevent fraud and is required to confirm you are eligible to access select Government of Ontario programs and services

Artificial intelligence (AI) supports the verification process in the following ways:

• AI verifies the authenticity of your government-issued document to confirm it is valid and has not been tampered with. The AI also confirms that the document belongs to you by securely matching it to a live video selfie helping against fraud and misuse
• AI outputs an assessment such as “Pass” or “Fail.” Some failures are eligible for video verification service thereby allowing a review of the result with human support

Here is what to expect:

• document verification takes around 10 minutes, if you have your documents and your device ready
• some services may ask you to first sign in with your financial institution as an extra security step, this adds a few more minutes
• if you are unsuccessful, you may be asked to verify through a video call, which can take longer depending on wait times

Note: if you close your browser before finishing, the requesting organization will not receive your verification result

The screen informing about your failed verification result will also present options from the list below, that are applicable to you:

• re-try verification with the Document Verification Service (maximum three attempts)
• try verification with ServiceOntario’s Video Verification Service (if you are eligible)
• review alternative verification options (if there are any for your organization)

You will also be presented with a button/link to return to the requesting organization, selecting this option will end the process and the requesting organization will receive your current ‘Fail’ verification result. All previous results are deleted.

If your third and final try is not successful, you will be presented with options from the list below, that are applicable to you:

• try verification with ServiceOntario’s Video Verification Service (if you are eligible)
• review alternative verification options (if there are any for your organization)

You will also be presented with a button/link to return to the requesting organization. Selecting this option will end the verifications process and the requesting organization will receive your current verification result. All previous results are deleted.

If you 'Cancel' during the verification process or run into technical problems, you may be presented with options from the list below, that are applicable to you:

• re-try verification with the Document Verification Service (maximum three attempts)
• try verification with ServiceOntario’s Video Verification Service (if you are eligible)
• review alternative verification options (if there are any for your organization)

If you choose to return to the requesting organization, the verification process will end and your results will be recorded or cancelled. All previous results are deleted.

No. At the end of the verification process, you will be presented with the verification result on your screen, but you will not be able to re-use it.

The organization that requested your verification will receive your result, and they may store your result for future re-use, to avoid repeated verifications. You may contact the requesting organization if you have further questions.

The Document Verification Service uses your personal information only to complete the verification.

Once your transaction is complete, your personal information is deleted from the Document Verification Service. This may take up to seven days to ensure it is fully removed from all infrastructure. During this time, your information is kept secure and protected under Ontario privacy laws.

The government service you are accessing will receive the information needed to complete your request. Each service has their own policies. Please check that service for details on how your information is handled.

You may be eligible to use the Video Verification Service if:

• the photo comparison is a mismatch
• you have not failed a previous video verification attempt
• you can return within seven days of your failed verification attempt

To successfully verify document(s) with video verification:

• you must use the same document(s) you used with your last document verification attempt
• your devices must have a camera/webcam, a microphone and speakers
• please ensure your camera, microphone and speakers are turned on

Here is what to expect:

• the estimated time in the queue can vary and will depend on the number of people in queue
• once you are in the video session, you need to show your face and your document to the customer service representative, this should not take more than five minutes

If you close the browser or if your session times out, the requesting organization will not receive any result from the Document Verification Service.

To use the service again, you must start over from your requesting organizations’ application. Upon returning, you will be presented with options from the list below, that are applicable to you:

• re-try verification with the Document Verification Service (maximum three attempts)
• re-try verification with ServiceOntario’s Video Verification Service
• review alternative verification options (if there are any for your organization)

You will also be presented with a button/link to return to the requesting organization. Selecting this option will end the verification process and the requesting organization will receive your last result.

Your next screen will present you with options from the list below, that are applicable to you:

• re-try verification with the Document Verification Service (maximum three attempts)
• review alternative verification options (if there are any for your organization)

You will also be presented with a button/link to return to the requesting organization. Selecting this option will end the verification process and the requesting organization will receive your current ‘Fail’ result. All previous results are deleted.

If a ServiceOntario Customer Service Representative enters ‘Incomplete’ as your verification outcome, the next screen will present you with options from the list below, that are applicable to you:

• re-try verification with the Document Verification Service (maximum three attempts).
• re-try verification with ServiceOntario’s Video Verification Service
• review alternative verification options (if there are any for your organization)

You will also be presented with a button/link to return to the requesting organization. Selecting this option will end the verification process and the requesting organization will receive your current ‘Fail’ verification result. All previous results are deleted.

You are allowed unlimited attempts to verify your documents with the video verification, unless you get a ‘Fail’ result after going through the video verification process. This will result in a ‘Fail’ outcome in the system.

Note: If you run into technical problems or have an incomplete video verification attempt, you will be able to re-try using video verification

For the best results when trying to hear the representative:

• ensure your speakers are not on mute
• ensure you have a stable and reliable internet connection
• ensure correct speakers are selected

For the best results when speaking to the representative:

• ensure your microphone is not on mute
• if you are in a noisy area, move to a quieter spot
• ensure you have a stable and reliable internet connection
• ensure correct microphone is selected
• ensure apps are allowed to access your microphone:
  • for MS Windows, type ‘Privacy’ in the Windows search bar, under the ‘App permissions’ section, click ‘Microphone’ and ensure ‘Allow apps to access your microphone’ is on
  • for MacOS, go to System Settings/Preference. Click ‘Privacy and Security’, click ‘Microphone’, and ensure access to the microphone is on

For the best results when representative can not see you:

• ensure there is nothing covering/obstructing the camera lens on your device
• ensure your camera is not turned off
• ensure apps are allowed to access your camera:
  • for MS Windows, type ‘Privacy’ in the Windows search bar, under the ‘App permissions’ section, click ‘Camera’ and ensure ‘Allow apps to access your camera’ is on
  • for MacOS, go to System Settings/Preference. Click ‘Privacy and Security’, click ‘Camera’, and ensure access to the camera is on
• If using MS Windows, ensure your webcam device is not disabled. To enable it, type ‘Device Manager’ in the Windows search bar, click ‘Cameras’, right-click on your camera device, and click ‘Enable device’ to activate the camera. If you see ‘Disable device’, that means your webcam device is already activated.

Please note that you are required to confirm your identity with your financial institution because the government service you want to use requires extra security to protect your information.

If you do not wish to identify using your financial institution, please contact the government service you want to access for other alternatives.

Confirming the identity with your financial institution is the first step of the Two-Step Verification to ensure extra security required by the government service you want to access.

After the verification with your financial institution, you still need to perform the document verification service using the Ontario Government-issued documents and taking a short selfie video.

The Interac^® verification service is an extra step to identify your identity, you will establish a connection with your financial institution using your existing login information.

Here is what to expect:

• you will be asked for your consent before any personal information is shared
• you can use this service if you have an account with any of the participating financial institutions. view the list of participating financial institutions
• the following type of accounts will not be eligible to use with the Interac^® verification service
• Canadian accounts with non-Canadian address
• Canadian account categorized as a 'business account' (unless the participating financial institution allows a personal + business account)

Yes. They use advanced technology to help protect your personal information from unauthorized access and misuse.

Your financial institution login information stays private and is not shared with Interac^® or the Ontario government. Only your legal name, date of birth, and postal code from your document are checked against what your financial institution has on file.

If you are having trouble signing in, please contact your financial institution for assistance. They should be able to help you with problems like:

• my password doesn't work
• I forgot my password
• I lost my bank card
• I don't know the answers to my security questions