If facial verification is not working, this article walks through the most common failure modes and how to fix each. For the general verification flow, see Completing Facial Verification Before Redeeming Points.
Issue 1: Not receiving verification emails
If you were expecting a verification email from a partner but did not receive one:
Check your spam/junk folder
Verification emails are sometimes filtered. Search for emails containing “verify” or “verification” in your spam folder.
Whitelist the Mode email address
Add no-reply@modemobile.com to your contacts or safe senders list. This ensures verification emails reach your inbox reliably.
Verify your email in Mode is correct
- Open the Mode Earn App.
- Go to Settings.
- Check your email address.
- If it is wrong, update it and request verification again.
Issue 2: Verification keeps failing
Lighting
The most common cause of failed facial verification is poor lighting. Make sure:
- You are in a well-lit area with light facing you (not behind you).
- There is no strong backlight that silhouettes your face.
- If indoors, try standing near a window or a lamp pointed at your face.
Camera alignment
- Center your face within the oval shape on screen.
- Hold the phone at eye level — don’t angle down or up.
- Stay still during the capture.
Face obstructions
Remove anything blocking your face:
- Sunglasses or prescription glasses with glare.
- Masks, scarves, or face coverings.
- Hats with low brims.
- Hair covering significant parts of your face.
Camera permissions
- Go to your phone’s Settings.
- Find the Mode Earn App.
- Open Permissions.
- Confirm Camera is allowed.
If camera permission was denied earlier, you may need to grant it manually and restart the app.
Camera functionality
Open your camera app to verify the front-facing camera is working correctly:
- Test a regular selfie to confirm the camera works.
- Clean the front camera lens with a soft cloth.
- If the camera itself is broken, you may need device repair before completing verification.
Issue 3: Still can’t verify after trying
If you have tried all the above and verification still fails:
From the Mode Earn App
- Open the app.
- Go to Settings → Ask for Support.
- Select I can’t get verified with facial verification.
- Follow the instructions from the chatbot.
From the web
- Visit the Mode Mobile support page.
- Click the chat icon.
- Describe your issue and what you have already tried.
What happens if verification permanently fails
If in-app verification cannot succeed on your device, Mode Support can enable an alternative verification path through a partner identity service. You will receive a link via email with step-by-step instructions. See Completing Facial Verification Before Redeeming Points for details on the partner flow.