This article is for property managers whose leads are stuck on ID verification - for example, a renter who can't book a self-showing tour because verification failed, or leads sitting at "ID verification pending." It covers two causes we've seen in support and what to do about each.
First, the key requirement
LetHub's ID verification is tied to the lead's phone number, and it only works with a real, paid, textable cell number. We block numbers that cannot receive text messages - such as landlines ("fixed-line or VOIP/free internet" numbers) - because our verification text can never reach landlines, and free phone numbers are common with scammers.
Important: a failure like this is not a sign the person is suspicious. A perfectly legitimate renter will still fail ID verification if the number they used can't receive SMS - even if your own background check on them comes back clean.
Cause 1: The lead's phone number can't receive texts
If a lead says they can't complete ID verification (and therefore can't book their self-showing tour), a common cause we see is that the number they entered can't receive text messages - for example, a landline ("fixed line") number.
What to do:
Check their lead details, we'll show you if a lead is using an incompatible phone number:
Have the lead redo ID verification using a real, textable cell number. That's the fix - once they verify with a valid number, they can book their tour.
Not sure what type of number it is? Reach out to LetHub support - we can look up the lead and check whether the number is a textable type.
Cause 2: The lead was using a VPN
Another common ID verification blocker is VPN use, and sometimes a lead is unaware they're using it in the first place. We've seen leads fail ID verification because they were unaware their work wifi includes a VPN.
Check their lead details, we'll show you if the lead was using a VPN:
Ask the lead to turn off their VPN, if they claim they're not using one, ask them to switch to mobile data
Cause 3: Common device issues
Here are some troubleshooting tips you can pass along to leads struggling to successfully verify:
Use a smartphone or tablet. Identity verification usually works best on a mobile device with a functioning camera.
Open the link in Chrome or Safari. Avoid using an in-app browser, private browsing mode, or an outdated browser.
Allow camera access. Check your browser or device settings to confirm that camera permissions are enabled.
Use a valid, unexpired government-issued ID. Make sure the ID type is accepted and that all information is clearly visible.
Clean your camera lens. A blurry image may prevent the ID from being verified.
Use good lighting. Take photos in a bright area, but avoid glare, reflections, shadows, or direct flash.
Place the ID on a plain background. Keep the full ID inside the frame and make sure no fingers cover important details.
Remove hats, sunglasses, or face coverings. These may interfere with the selfie or facial verification step.
Check your internet connection. Try switching between Wi-Fi and cellular data if the page is loading slowly or timing out.
Close and reopen the verification link. Restarting the browser or device may resolve temporary issues.
Do not email or text photos of your ID. For your security, identification documents should only be submitted through the secure verification link.
Take note of any error message. If the issue continues, contact the property management team and explain which step is not working. You may also provide a screenshot, but make sure it does not display personal information or ID details.
Tip: Even if the ID verification says "successful" after completion, that doesn't mean the lead passed, that just means the ID was successfully uploaded to our third party for processing. In order to schedule a tour the lead needs a success message from both the verification itself, and LetHub
The lead booked before the unit was switched to self-showing
If leads booked showings while the unit was still on guided (agent-led) showings - for example, before your lockbox was set up - you don't need to message each of them manually to get them verified.
Switch the unit's showing type from guided (agent-led) to self-showing.
LetHub automatically sends ID verification instructions to those leads via the "Guided Showing switched to self showing" waterfall message.
To confirm it went out for a specific lead, open that lead's activity log and look for the entry under "showing type changed."
Still stuck?
If a lead has a valid, textable cell number and the verification instructions were sent but they're still unable to complete verification, contact LetHub support and include the lead's name and phone number - we can look up the lead and double-check that the number is a valid, textable type.