Legal ID Verification Information

Puppies.com offers users an ID verification option. To complete this level of verification, we have partnered with a third-party identity verification service called iDenfy. When you request to verify your ID, the information you submit is securely sent directly to them. They then run this information through their system to verify that you are who you say you are! We have no control over their system or the outcome. We are therefore unable to guarantee the outcome of the verification results and we do not offer refunds for this service. However, we do allow for a second attempt at no additional charge if the first attempt fails. 

Additionally, because the information you send to verify your ID is securely sent directly to our third-party partner, our Customer Support team does not have access to information regarding why your verification attempt(s) failed. However, if an ID verification attempt fails, the ID Verification section on your verification page will often display a short description of why the verification attempt was not successful. We strongly recommend that you review this section and double-check all of your information before making another ID verification attempt. We also recommend following the best practices below.

How does identity verification work? 

Puppies.com works with iDenfy to conduct identity verification online. IDenfy builds technology that’s used by companies around the world like Vivus, Expobank, and Cashaa. They provide industry-leading digital ID verification and fraud prevention services.

IDenfy helps Puppies.com confirm your identity by conducting the following checks:

1. IDenfy will capture images of the front and back of your government-issued photo ID and review to ensure that the document is authentic. They’ve built an automated identity-verification technology that looks for patterns to help determine if an ID document is real or fake. This process is like a bank teller checking your ID document to confirm that it’s real.
2. IDenfy will capture photos of your face and review to confirm that the photo ID belongs to you. They’ve built automated identity verification technology that uses distinctive physiological characteristics of your face (known as biometric identifiers) to match the photos of your face with the photo on the ID document. This process is similar to a bank teller confirming that the photo on your ID document is you based on the shape of your nose or eyes—but it’s higher-tech and a more accurate way to identify you as a unique person.
3. IDenfy will collect your name, date of birth, and government ID number, and validate that it is real. They will check this information against a global set of databases to confirm that it exists.

IDenfy will ask for your consent before collecting and using your information. They will only use your verification data in accordance with their Privacy Policy.

Learn more about how Puppies.com is storing and handling your data.

Best practices for a successful verification

Before starting the verification process, here’s what you need:

• A valid government-issued photo ID document (not a photocopy or a picture of an ID document). Ensure that the ID document is not expired.
• A device with a camera. If possible, use a mobile device. Cameras on mobile devices typically take higher-quality photos than a webcam.

The quality of the images captured affects success rates dramatically. Below are a few best practices to help ensure that your verification succeeds:

• Capture a clear image. Make sure that the images are not too dark or bright, and don’t have a glare. Hold steady and allow your camera to focus to avoid blurry photos.
• Do not block any part of your ID document in the image. Ideally you can lay it flat to take the photo.
• Do not block any part of your face. Remove sunglasses, masks, or other accessories.
• Find a location with ambient lighting. Avoid spaces with strong overhead lights that cast a shadow on your face or ID document. Avoid sitting directly in front of a bright light which can wash out your face and add a glare to your ID document.

For more tips for successful verification, check out these tips provided by iDenfy.

Why am I asked to verify my identity? 

ID verification is not required for most users. If your account is found to be high risk, we may ask that you complete ID verification (along with phone verification) as a part of our account reinstatement procedures. However, we do strongly recommend that all users complete ID verification, as it is a great way to communicate to others that you are who you say you are. 

Can I get verified using a different method? 

All Puppies.com members have multiple routes to verify their account. Currently, you can do it through you phone number, your email, and your legal ID.

Who has access to my verification data? 

Both Puppies.com and iDenfy will have access to the information that you submit through the verification flow. We rely on iDenfy to help store your verification data. IDenfy uses access controls and security standards that are at least as stringent as those used to handle their own KYC and payments compliance data.

Learn more about iDenfy's Security and Compliance policies here.