Verification declined? Find out why and how to fix common issues like mismatched company details, wrong registration numbers, or document problems.
You have up to 3 attempts to pass verification, so it’s important to fix the specific issue before you resubmit.
If you are unsure why you were declined, take a screenshot of any error messages and keep the email handy before contacting Support.
Business details problems (Registered Companies)
Most failures for Registered Companies come from mismatched or incorrect business details. Here are the common ones:
1. Wrong company name
You used your brand name (e.g., “Techie Gadgets”) instead of your legal name (e.g., “Tech Innovators Ltd.”), or the name doesn’t match the registry exactly.
Fix: Look up your company in the official registry and copy the legal name character by character, including “Ltd,” “GmbH,” punctuation, capitalization and accents.
2. Wrong registration number
You entered a VAT number (e.g. “VAT‑987654321”) or tax ID instead of your company registration number.
Fix: Use only the registration number from the business registry. See Article 4 for country-specific guidance.
Or the format of the number you entered is wrong (missing prefix, dashes, etc.). For example, your registration number should be "HRB 12345" but you typed "12345" without the prefix.
Fix: Check the required format in your country (often visible on your certificate or registry site) and match it exactly, including letters, prefixes (like “HRB”), spaces, or hyphens if they’re part of the official format.
3. Personal info in company fields
You put your own name and home address where the company’s legal name and registered office should be.
Fix: In company fields, always use your company’s registered name and registered business address from the registry. Use your personal name and home address only in the section that asks for the business owner/ representative.
4. Wrong business type (company vs individual trader)
You’re a freelancer but selected “Registered Company,” or vice versa.
Fix: Contact Supplier Support to reset your verification so you can start again with the correct type.
5. ID and selfie issues (all account types)
If your business details are correct but the ID or selfie step fails, it’s usually a photo quality or document issue.
Common ID issues and fixes:
- Expired ID (even by one day) → Use a valid, unexpired ID
- Blurry, dark, or cropped photo → Place ID flat on a dark surface, all 4 corners visible
- Glare or reflection → Adjust the angle, avoid direct overhead light
- Unaccepted document type → Use a passport (highest acceptance rate everywhere)
- Screenshot or printed copy → Always photograph the physical ID
- ID already used on another account → Contact Supplier Support instead of creating a new account.
Common selfie issues and fixes:
- Didn’t follow head-turn prompts → Follow on-screen instructions carefully
- Poor lighting or shadows → Face a window or use even, natural light
- Face partially covered → Remove sunglasses, hats, masks; take off glasses if they cause glare
- Other people visible → Make sure you’re alone in the frame
- Same person's selfie has already been done for another GetYourGuide account → Contact Supplier Support instead of creating a new account.
If one attempt fails, adjust your setup based on the issue and then try again, rather than repeating the same conditions.
6. Technical problems
Try the following if pages won’t load or the camera doesn’t work:
- Check your internet connection and switch to a stable Wi‑Fi network if possible.
- Try a different browser (e.g. Chrome instead of Safari) or open an incognito / private window
- Use “Continue on another device” to finish the ID and selfie steps on your phone.
If you keep seeing errors like “Something went wrong” after trying these steps on your phone, take a screenshot and contact Supplier Support.