### Answer Based on similar cases, if your passport scan isn't progressing during Persona verification for outbound calling, try these steps: [(1) ]() 1. Use a different ID document - If you've already tried a passport, attempt verification with a driver's license instead 2. Check image quality - Ensure there's no glare, proper lighting, and you're using a high-definition camera 3. Verify account linking - The verification may fail if "the ID details and face portrait match that of a previously submitted ID on a different account" If the issue persists after trying a different document, you may need to contact Retell support directly with your organization ID for manual review, as verification sync issues between Persona and Retell can sometimes require team intervention.

​ To learn more, see the sources I considered: [[1] Persona verification failure for outbound calling](https://discord.com/channels/1186424376300679209/1422036615034961970) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer I understand you're getting the "details aren't clear" message even though your image appears clear. [(1) ]() Based on a similar case, here's what to try: 1. Submit a new verification attempt with either your driver's license or passport, ensuring no glare, proper lighting, and high-definition quality 2. Gather your organization ID - You'll need this if the issue persists (format: org_XXXXX) 3. Contact Retell support directly - If verification continues to fail despite clear images, the team can manually review your submission In the documented case, even with confirmed clear images meeting all requirements, the verification required team intervention to resolve. This suggests the issue may be on Persona's verification system side rather than your image quality.

​ To learn more, see the sources I considered: [[1] Persona verification failure for outbound calling](https://discord.com/channels/1186424376300679209/1422036615034961970) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer Since both your passport and driver's license are encountering the same "details aren't clear" error despite meeting quality requirements, this indicates a deeper issue with Persona's verification system. [(1) ]() Based on documented cases, here's your next step: Contact Retell support directly with: - Your organization ID (format: org_XXXXX) - Your account email - Confirmation that you've tried both passport and driver's license with clear, high-quality images In a similar documented case, a user experienced repeated failures with the same error message despite using clear images with no glare, proper lighting, and high-definition quality. The issue required the Retell team to manually review and intervene with Persona's system. The team can investigate whether there's an account linking issue (if your ID matches a previously submitted ID on a different account) or if Persona's system needs manual override. Since this is coming from Persona's verification system rather than Retell, and you've already exhausted the standard troubleshooting steps, team intervention is your best path forward. [(2) ]()

​ To learn more, see the sources I considered: [[1] Persona verification failure for outbound calling](https://discord.com/channels/1186424376300679209/1422036615034961970) [[2] Persona verification](https://discord.com/channels/1186424376300679209/1437106413531955270) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer You can contact Retell support via email at support@retellai.com [(1) ]()

​ To learn more, see the sources I considered: [[1] Support](https://discord.com/channels/1186424376300679209/1433077970066735194) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

@AI Evy I've got an account on the portal and it says it'll be 30 minutes but it's been nearly 1.5h with no response.

### Answer I understand the wait time is frustrating. Based on the KYC verification documentation, if automatic verification isn't possible through Persona, you may need to contact the support team for a manual review. [(1) ]() According to similar cases, when Persona verification fails repeatedly despite using clear images, the issue often requires team intervention to resolve the sync between Persona and Retell's systems. [(2) ]() While waiting for support to respond: 1. Check your email - The support team may have sent a response there 2. Verify you included all necessary information in your support request: - Your organization ID (format: org_XXXXX) - Account email - Description of the issue (tried both passport and driver's license) - Confirmation that images were clear with no glare If your country isn't listed in Persona's dropdown, the team will review your case based on risk and business needs, as Retell currently supports verification in 83 countries. [(1) ]() Since this is a verification sync issue between Persona and Retell, the support team will need to manually review and potentially enable verification for your account. [(3) ]() [(2) ]()

​ To learn more, see the sources I considered: [[1] KYC Verification](https://docs.retellai.com/accounts/kyc) [[2] Verify Identity with Persona Failed - Outbound Calls Verification](https://discord.com/channels/1186424376300679209/1397158694759829524) [[3] Persona verification](https://discord.com/channels/1186424376300679209/1437106413531955270) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

I'm currently on the support portal but nobody is helping on there..

Do you need the Ticket ID?