To keep the Stuart platform safe, fair, and compliant, all couriers must regularly complete identity and face verification checks, powered by Checkout.com.
These checks help protect your account, prevent fraud, and ensure that only verified couriers can access the platform.
Below is everything you need to know about how the process works, what is required, and what to do if something goes wrong.
1. Why do I need to complete face authentication?
Face authentication verifies that:
You are the legitimate owner of the account
Your identity documents match your profile
No unauthorised person is delivering on your behalf
This process increases security for couriers, clients, and end customers.
2. How often do I need to verify my face?
All active couriers must complete a verification regularly. You will automatically receive a prompt on the app when it is time to verify.
3. What will I need to complete the verification?
Depending on your situation:
First-time verification
You must provide:
A valid photo ID document (e.g., passport, driving licence)
A short face-verification video
⏱ Time limit: 24 hours to complete the process.
Subsequent verifications (every 2 weeks)
You only need to submit:
A short face-verification video
⏱ Time limit: 20 minutes to complete once you open the link.
4. How do I complete the verification?
You will see an in-app notification when you log in to the app.
Tap the pop-up to begin the process.
Follow the instructions to scan your documents (first-time only) and record your face.
Submit your verification and wait for confirmation.
5. What are the possible outcomes?
Successful verification
Your identity is confirmed, and no further action is needed.
Verification unsuccessful
Your verification may be unsuccessful if:
Your face does not match the previous submissions
The video is unclear or incomplete
Your ID document cannot be validated
Someone else attempts to complete the verification
A Stuart agent will manually review your case and may contact you for additional details. If you do not provide the required information, your account may be suspended or terminated.
Verification not completed
If you ignore or do not complete the verification:
Your account may be suspended or terminated
You will not be able to access or maintain an active status on the platform
6. What happens if I repeatedly fail or ignore the checks?
To protect the platform, the system applies automatic safeguards:
If a courier fails the test twice or lets the link expire twice, they may be blocked.
A blocked courier may still deliver temporarily, but will no longer receive new face verification requests.
7. I’m having issues with Checkout — what can I do?
If you experience any technical problem:
Make sure you have stable lighting and a working camera
Use a recent smartphone with an updated browser
Ensure you are the only person in the frame
Retry using a different network connection
If the issue persists, contact Support via the Stuart Courier App.
8. Is my data safe?
Yes. All verification data is processed securely by Checkout.com, a regulated and certified identity verification provider.
Stuart only receives verification status and does not store your video or document images.
If you have any questions or need help completing your verification, please contact us through the Help Centre or the Stuart App via the chatbot.