Some features on BOXED require a one-time identity verification, including Gem Drops and crypto and Steam withdrawals. Verification is handled by our partner Veriff. This article covers what you need, how to submit, what each status means, why checks fail, and how to retry.
Quick summary
Identity verification is a one-time step that unlocks Gem Drops, crypto and Steam skin withdrawals, and the Allow Negative Balance setting. You need a physical, government-issued photo ID and a photo of the actual document. A photo of an ID displayed on a screen may lock your account, so always photograph the real thing. Most checks return a result within minutes, and up to 24 hours if a manual review is needed. If your check is declined, please ask to speak to a human so your verification can be reset, then submit again.
What you will need
A physical, government-issued photo ID. See the accepted types below.
A photo of the actual document. Do not photograph an ID shown on a phone, laptop, or monitor screen, and do not use a photocopy or a scan. Submitting an image of a screen can cause your account to be locked.
Good, even lighting, with all four corners of the document in frame and every line of text in focus.
Account details that match your ID, especially the name. If they do not match, update your account details before you submit.
A device with a working camera. Using your phone camera is usually easier than a laptop webcam and produces a sharper image.
Accepted documents
Passport
National ID card
Driver's licence
Residence permit
Visa
The document must be valid and unexpired, and the photo page or front and back must be legible.
How to verify, step by step
Open identity verification from your account settings, or follow the prompt that appears when you try to use a feature that requires it.
Choose your country and document type when Veriff asks.
Follow the on-screen prompts to capture your ID, and a selfie if you are asked for one. Hold the document steady, fill the frame, and avoid glare from overhead lights.
Submit and wait for the result. Most checks return within minutes.
Once you are approved, the features that were waiting on verification unlock automatically. You do not need to do anything else.
Understanding your verification status
Status | What it means and what to do |
Approved | Your identity is confirmed and the locked features are now available. Nothing further is needed. |
Pending | Your submission is still being checked. Most results land within minutes, and some take up to 24 hours if a person needs to review them. You do not need to resubmit while a check is pending. |
Declined | The check did not pass. Read the failure reasons below, fix the cause, then ask to speak to a human so your verification can be reset, and submit again. |
Common reasons verification fails, and how to fix each
Problem | Fix |
You photographed an ID shown on a screen, or a photocopy | Photograph the original, physical document. This is the single most common cause of a decline, and it can also lock the account. |
The image is blurry, cropped, or has glare | Retake it with all four edges visible, in focus, and away from direct light or reflections. |
Your name or details do not match your account | Update your account details so they match your ID exactly, then submit again. |
You used a document type that is not accepted | Use one of the accepted documents listed above. |
The document is expired | Use a current, valid document. |
The camera flow will not open or the session times out | Allow camera permissions, switch to a different device or browser, and try again on a stable connection. General app fixes are in Using BOXED: app, troubleshooting & contacting support. |
If your verification has been declined and you need another attempt, please ask to speak to a human and our team will reset it for you. Once it is reset, resubmit through the same flow.
What verification unlocks
Once you are approved, the following become available:
Gem Drops in site chat. See Site chat & gem drops.
Crypto withdrawals. See Crypto (ETH) withdrawals.
Steam skin withdrawals. See CS2 skins: sending & withdrawing to Steam.
The Allow Negative Balance setting.
Verification is not required to open boxes, use the Exchange, or withdraw a physical card, so if you are only shipping cards to yourself you can go ahead without it. See Withdrawing a physical card.
If you signed up through Discord
Accounts created through Discord may have an additional Discord verification step alongside the standard ID check. Complete both when you are prompted. Finishing only one leaves the features locked.
Age requirements
BOXED has minimum age requirements set out in Account policies: one account per person & age requirements. Where a person under 18 is permitted to hold an account, a parent or guardian must be present and provide written authorisation for verification to be completed.
Your data
Identity checks are performed by Veriff, our verification partner. The documents you submit are handled according to our Privacy Policy and Veriff's own processing terms, and our team cannot view or approve your documents manually.
Common questions
How long does identity verification take?
Identity verification usually returns a result within a few minutes. If a manual check is needed it can take up to 24 hours. While the status shows Pending there is nothing you need to do, and resubmitting does not make it faster.
Can support approve my verification manually?
No, our team cannot approve your verification manually. Every check has to be completed through the Veriff flow. What our team can do is reset a declined verification so that you are able to submit a new attempt.
My verification was declined. How do I retry?
To retry a declined verification, first fix the cause using the failure table above, then please ask to speak to a human and our team will reset your verification. Once it has been reset, open identity verification again and submit your new photos.
Can I use a photo of my ID that is already on my phone?
No, you cannot use a photo of your ID that is already saved on your phone, and you must not photograph an ID displayed on any screen. Doing so is likely to be declined and can lock the account. Always capture the physical document live through the verification flow.
Is verifying my phone number the same as identity verification?
No, verifying your phone number is a separate step from identity verification. Phone verification confirms a contact number on your account, while identity verification confirms who you are with a government ID. Details on numbers and codes are in Phone verification: supported numbers & codes.
Do I have to verify my identity to withdraw a physical card?
No, you do not have to verify your identity to withdraw a physical card. Identity verification applies to Gem Drops, crypto withdrawals, Steam skin withdrawals, and the Allow Negative Balance setting. Physical card withdrawals follow the process in Withdrawing a physical card.
My account was locked right after I submitted my ID. What happened?
An account can be locked immediately after a submission if the image looked like a photo of a screen or otherwise failed an automated check. This is resolvable. Please ask to speak to a human and our team will look into it, and read Why is my account locked or frozen? for the other reasons a lock can appear.