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Why Can’t I Verify My Identity on Perpay?

Verifying your identity is an important security step to keep your account safe and ensure only you can access your Perpay benefits.

Updated this week

Why Does Perpay Require Identity Verification?

Perpay verifies every user's identity for the following reasons:

  • 🔐 Account security – To protect your information and prevent unauthorized access

  • 🚫 Fraud prevention – To stop anyone else from creating an account using your personal details

  • 👤 One account per user – To ensure each person has only one verified account linked to their name, date of birth, and SSN


Why Am I Unable to Verify My Identity?

There are a few common reasons your identity verification may fail:

1. Information Mismatch

  • Make sure you enter your own personal information accurately.

  • Incorrect details such as name, birth date, or SSN can prevent successful verification.

2. Duplicate Account Detected

  • If you’ve verified your identity on a Perpay account before (even a deactivated account), our system will detect it.

  • There can only be one verified account per person.

3. Using Someone Else’s Information

  • If you try to verify using another person’s identity, verification will fail.

  • This violates our Terms and Conditions and may result in account restrictions.


What Should I Do If I See a Duplicate Account Error?

If you receive this message:

"You already have a Perpay Account! We sent a login link to this email: XX********@perpay.com."

✅ If You Recognize the Redacted Email

  1. Log in using that email — it’s linked to your verified account.

  2. If you’d like to update the email address, you can do so through your account details page while logged in, or if you are unable to do so, contact us with:

    • The email currently linked to your verified Perpay account

    • The new email you want to use

    • A clear photo of your government-issued ID

❌ If You Do Not Recognize the Redacted Email

  1. Let us know, and we would be happy to help!


What If I Didn’t See That Error, But Still Can’t Verify?

If your verification attempt didn’t trigger a duplicate account message, it might be related to SSN verification:

  • You have 3 total attempts to verify your SSN

  • Ensure all 3 attempts have been used

  • Still having trouble? Contact us, and we’ll assist you with manual identity verification


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