A provider has to pass a live video check before she can accept your booking. Here is what that proves, what the second check adds, and what neither one covers.
Unlocks: accepting your booking
A provider cannot accept a request order until she has passed an identity check. The live video check is the fast, automatic way to pass it. Our system blocks the acceptance itself, not just the button.
Her first photo becomes the reference
The first photo on a provider profile is the identity anchor. Changing it sends her back through the check.
A live video, captured in the moment
The camera runs a short session with a coloured light challenge. A gallery upload cannot be used, so a saved photo of someone else will not pass.
Automatic face match
Amazon Rekognition keeps one frame from the session and compares it to the reference photo. The liveness score and the face match must both reach 90 percent.
A tick appears on her profile
Passing puts a small black and white tick next to her name. The same tick appears for the ID check, so it tells you an identity check passed, not which one.
Unlocks: getting paid
Earnings cannot be turned into real money until this is done. A provider sends a photo of herself holding her government ID, and a member of our team reviews it by hand. It is required, not optional.
She submits her ID
A photo of her face together with her government ID, usually reviewed within 24 hours.
A person checks it
One of our team compares the ID to her profile and approves or rejects it. Until they approve, no payout can leave the platform.
How to tell she has done this
The ID check is not shown separately on a profile. A practical read: a provider with completed bookings and reviews has most likely been through it already, because she cannot be paid until she is.
What the badge means
A live person passed a camera check, or our team reviewed their government ID.
That person matches the first photo on the profile.
They can accept your booking, which an unverified provider cannot do.
What it does not mean
It is not a background or criminal record check.
It does not vouch for behaviour, punctuality or service quality.
It does not confirm their age, and it does not mean they passed the ID review.
Credits you pay are held in escrow, not sent straight to the provider. They stay held until you confirm the booking, or until the protection window ends, and they are frozen while a refund request is open.
Read how escrow works
You can still chat with her, and she can still reply. What she cannot do is accept your booking until she passes the identity check, so nothing can be locked in with an unverified provider.
Keep chatting inside the app, so we have a record.
Never pay outside the platform. Escrow cannot protect it.
Report anything that feels off and we will look into it.