There are several reasons for an error when attempting to complete the identity proofing and verification check. For example, ID’s that are worn or damaged, with scratch marks are difficult to scan. It’s important that the ID is placed on a light, flat surface with good lighting in the room when the picture is taken. Other common errors include low internet signal that “time out” the enrollment session, or that the “selfie” was captured poorly.  

Customers will not be limited to any number of attempts to complete the identity verification process. However, they may need to generate a new QR code by logging out and back into their URS account. If you need assistance or receive errors while attempting to complete the verification process, you may contact the FMCSA Contact Center online by submitting a ticket or calling 1-800-832-5660. Please be ready to provide the reference number (ex: RN9820). 

The FMCSA Contact Center may recommend you visit an Enrollment Center. Staff located at an Enrollment Center can also help troubleshoot common issues.