How to Complete Your Identity Verification with Fig

Fig uses a secure identity verification platform, Onfido, to confirm your identity as part of the loan application process. This helps ensure your application is valid and protects against fraud.

To complete your identity verification, you’ll need:

• A valid Canadian government-issued ID
• A mobile device with a camera and microphone
• The Google Chrome web browser (recommended for optimal experience)

Step-by-Step Identity Verification Process

1. Choose Your ID Document Type

When prompted, select the type of ID you will use. The ID must be from a Canadian authority. Accepted documents include:

• Canadian Passport
• Driver's Licence
• Provincial ID
• Permanent Resident Card

2. Transition to Your Mobile Device

To continue, you'll need to switch to your mobile device. If you started the process on your phone, you'll automatically continue to the next step.

Otherwise, you’ll be asked how you want to continue on your phone:

• Scan a QR code
• Receive a link via SMS
• Copy a secure link manually

Choose the option that’s most convenient for you.

3. Upload Your ID

Follow the on-screen prompts to take a clear photo of the front and (if applicable) back of your ID. Make sure:

• The image is in focus
• All corners of the document are visible
• There are no glares or obstructions

4. Complete Facial Verification

You’ll be asked to record a short video of yourself for identity comparison. When prompted, allow access to your camera and microphone.

• Follow the on-screen instructions
• Keep your face fully visible and avoid strong backlighting

5. Submit and Confirm

Once both your ID and video have been successfully submitted:

• You’ll see a confirmation on your mobile device
• Your computer or mobile browser will notify you that the process is complete

You can now proceed to the next step in your application.

If Your ID Verification Fails

Your ID verification may fail for a few common reasons:

• The document is not valid or not issued by a Canadian authority
• The information on your ID does not exactly match your loan application
• The ID photos are blurry, poorly lit, or missing corners
• The facial video is unclear, obstructed, or doesn't meet the verification requirements

If your verification fails, you may be asked to restart the process and try again. Be sure to use a valid and clearly photographed document, and follow all prompts carefully.

Troubleshooting Tips

1. Check Your Device Settings

• Make sure your mobile browser has access to your camera and microphone in your device settings.
• Refer to the guides below for instructions:
  • Android Guide
  • Apple Guide

2. Try a Different Web Browser

• If you're applying through one of our partners’ mobile applications, or using a browser other than Google Chrome, try switching to Google Chrome.

3. Try a Different Device

• The issue could be specific to your device. Try completing the process on a different smartphone using Google Chrome.

If you're unable to complete the identity verification process after following the steps above, or if you're unsure how to proceed, our support team can help. You can reach out to us at anytime at support@fig.ca.