This article is for property managers whose leads are stuck on ID verification, for example a renter who cannot book a self-showing because verification failed. A lead must pass ID verification before a self-showing books. Below are the causes we see in support and what to do about each.
The key requirement
ID verification is tied to the lead's phone number, and it only works with a real, textable cell number. We block numbers that cannot receive text messages, such as landlines and VOIP or free internet numbers. Our verification text can never reach them, and free numbers are common with scammers. The lead sees an "ineligible phone number" error.
A failure like this does not mean the renter is suspicious. A legitimate renter still fails if their number cannot receive texts, even when your own background check comes back clean.
Cause 1: the number cannot receive texts
Open the lead's details. We show you if the number is incompatible.
Ask the lead to verify again with a textable cell number.
Once they verify, the lead can book their tour.
Not sure of the number type? Contact LetHub support and we will check.
When a renter only has a VOIP number
Some renters have no cell number that can receive texts. You still have two options, and which one to use is your choice.
Let the lead skip ID verification. Contact LetHub support and confirm you allow it for that lead.
Offer a guided showing instead. Tell support which agent should take it, and we add it to your calendar.
With the default waterfall setup, lockbox codes are also sent by email, so a renter without a textable number can still receive theirs.
Cause 2: the lead is using a VPN
Open the lead's details. We show you if the lead used a VPN.
Ask the lead to turn off their VPN.
If they say they have none, ask them to switch to mobile data.
Some leads do not know they are on a VPN. A work wifi network can include one.
Cause 3: common device issues
Here are tips you can pass along to leads who are struggling to verify:
Use a smartphone or tablet with a working camera.
Open the link in Chrome or Safari, not an in-app or private browser.
Allow camera access in the browser or device settings.
Use a valid, unexpired government ID with all details clearly visible.
Clean the camera lens so the image is sharp.
Use bright light and avoid glare, shadows and direct flash.
Place the ID on a plain background, fully in frame, with no fingers covering it.
Remove hats, sunglasses or face coverings for the selfie step.
Switch between wifi and cellular data if the page is slow.
Close and reopen the verification link, or restart the browser.
Never email or text photos of an ID. Use only the secure verification link.
Note any error message and tell the property management team which step fails.
Tip: a "successful" message after upload only means the ID reached our verification partner. To book 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 while the unit was still on guided showings, you do not need to message each of them.
Switch the unit's showing type from guided to self-showing.
LetHub sends those leads ID verification instructions automatically.
The message is the "Guided Showing switched to self showing" waterfall.
To confirm it went out, open the lead's activity log.
Look for the entry under "showing type changed".
Still stuck?
If a lead has a textable cell number, received the instructions and still cannot verify, contact LetHub support with the lead's name and phone number. We will look up the lead and check the number.