A failed identity confirmation just means we weren’t able to make a perfect match with the information and ID you provided to the available information from credit, consumer, and government databases.
Don’t worry. Just because we couldn’t confirm your identity doesn’t mean your personal information is at risk or has been compromised.
If the photos you uploaded were sideways or upside-down, the software automatically rotates them correctly before we use it to confirm your identity. A sideways or upside-down photo doesn’t negatively affect your identity confirmation.
Here are five common reasons why your identity confirmation can fail:
Your address didn’t match across all sources of personal information.
If you’ve moved and haven’t updated your address, you may have different addresses associated with your name.
Your name didn’t match across all sources of personal information.
If you legally changed your name but haven’t updated all your IDs and accounts with your new name, we won’t be able to make a match. The same is true if your name is formatted differently on different IDs. For example, some of your IDs or banking products have your first and middle name listed together under “first name” while others have them separated.
There is a typo in your information.
If you mistyped your name, address, or birthday we won’t be able to match it to your other sources of information.
There was an issue with the photos you uploaded.
If the photo of your ID and your selfie are blurry, grainy, too dark, or affected by glare, we won’t be able to match the images to confirm your identity.
We couldn’t match your ID and selfie.
If you add an ID and selfie to your account and there are significant differences in your appearance (age, weight, hairstyle) between the two photos, we won’t be able to match the images to confirm your identity.
Can I still use the Online Tax Expert service?
No. For your security, if we aren’t able to confirm your identity, you can’t use the Online Tax Expert service. But we’re still here to help! Here are three other ways H&R Block can help you prepare your taxes.
Have your taxes done in person at one of our retail offices
Sit down with one of our Tax Experts while they prepare your return at any of our retail offices.
Drop off your documents and go with our Easy Drop-Off service™
Fill out the drop-off forms, gather your tax documents, and simply drop them off at an H&R Block retail office. A Tax Expert will prepare your taxes and schedule an appointment with you to review your return once it’s complete.
Do your taxes online with our do-it-yourself tax software
Prepare your return using our software’s step-by-step guidance. If you need help, you can purchase a review with one of our Tax Experts.
|Need more help? You can message your Tax Expert at any time from the Messages section of your dashboard.|