When opening a personal Health Savings Account (HSA) with Lively, we verify your identity during sign-up using our secure verification partner, Plaid. This article explains how the process works and what to do if our system needs a few extra details to confirm your identity.
How does identity verification work?
After entering your basic information during sign-up, your screen will display an Identity verification in progress message. This automated check typically takes 15 to 30 seconds to complete.
- If your information is verified immediately, a Success! screen appears. Simply select Continue to finish setting up your account.
- Note: Account finalization can take 2 to 5 business days after identity verification and initial sign-up.
- If our system needs more information, you will see an Additional Info Required screen prompting you to complete a quick document upload.
What should I do if additional verification is required?
If additional verification is required, you can easily verify your identity by submitting a photo of an official ID.
Follow these steps to submit your documentation:
- On the Additional Info Required screen, select Upload Documents.
- Choose your document type (driver’s license, ID card, passport, residency permit card, or temporary visa).
- Follow the on-screen camera instructions to capture your ID. When capturing your ID:
- Place your ID on a flat, dark, and well-lit surface.
- Position your phone or camera so your document fills the entire screen.
- Make sure all four corners are visible, lighting is even, and all text is readable.
- Select Capture Photo to submit your document for review.
Common Verification Messages
If you encounter an unexpected screen during verification, use these quick tips to resolve it:
- Your account is under review: There is no further action required from you right now. Our team is reviewing your submission and will email you directly if any additional information is needed.
- Verification Attempt Canceled: If your browser closed or you exited the process early, select Retry to resume where you left off.
- Verification Failed (Timeout/Connection): Slow network speeds or an unstable mobile connection can interrupt the session. Switch to a stable Wi-Fi network or cellular data and select Retry.
- Something Went Wrong: Select the Back button in your browser and restart the verification step.
Still need help? If you have tried the steps above and cannot complete your verification, our team is ready to help. Please contact Lively Support via our 24/7 chat or email us at support@livelyme.com.
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