Identity verification FAQ

We use Stripe Identity to confirm that the people on Spark are who they say they are. Below are answers to the most common questions about the process.

Why am I asked to verify my identity?

Spark is built on trust between real people. Before you can match with another user, we ask you to complete a one-time identity check (a government ID and a selfie) so that everyone on Spark can feel confident they are connecting with a genuine, verified person. This helps us keep impersonation, fraud, and bad actors off the platform. You only need to verify once unless we have a specific reason to ask you to verify again.

How does identity verification work?

Spark works with Stripe to conduct identity verification online. Stripe builds technology that's used by millions of companies around the world such as Amazon, Google, and Zoom. Stripe helps with everything from accepting payments to managing subscriptions to verifying identities.

Stripe helps Spark confirm your identity by conducting the following checks:

1. Stripe captures images of the front and back of your government-issued photo ID and reviews it to make sure that the document is authentic. They've built an automated identity verification technology that looks for patterns to help determine if a government-issued ID document is real or fake. This process is like a bank teller checking your ID document to confirm that it's real.

2. Stripe captures photos of your face and reviews them to confirm that the photo ID belongs to you. They've built automated identity verification technology that uses distinctive physiological characteristics of your face (known as biometric identifiers) to match the photos of your face with the photo on the ID document. This process is similar to a bank teller confirming that the photo on your ID document is you based on your appearance—but it's a higher-tech and more accurate way to identify you as a unique person.

3. Stripe collects your name, date of birth, and government ID number, and validates that it's real. They'll check this information against a global set of databases to confirm that it exists.

Stripe asks for your consent before collecting and using your biometric information. They only use your verification data in accordance with the permissions you grant before starting the verification process, and based on their Privacy Policy.

Learn more about how Stripe handles and stores your data.

We use Stripe Identity for identity verification and other business services. Stripe collects identifying information about you and the devices that connect to its services, which includes the use of cookies. Stripe uses this information to operate and improve the services it provides to us, including for fraud detection, authentication, and analytics. You can learn more about Stripe, Stripe Identity, and read its privacy policy at https://stripe.com/privacy.

What are the best practices for a successful verification?

Before starting the verification process, here's what you need:

• A valid government-issued photo ID document. Not a photocopy or a picture of a government-issued ID document. Make sure that the ID document isn't expired.
• A device with a camera—use a mobile device if possible. Cameras on mobile devices typically take higher-quality photos than a webcam.

The quality of the images you capture affects success rates dramatically. Below are a few best practices to help make sure that your verification succeeds:

• Capture a clear image. Make sure that the images aren't too dark or bright, and don't have a glare. Hold steady and allow your camera to focus to avoid blurry photos.
• Don't block any part of your ID document in the image. Ideally you can lay it flat to take the photo.
• Don't block any part of your face. Remove sunglasses, masks, or other accessories.
• Find a location with ambient lighting. Avoid spaces with strong overhead lights that cast a shadow on your face or ID document. Avoid sitting directly in front of a bright light which can wash out your face and add a glare to your ID document.

Why was I rejected?

Most failed verifications are caused by image quality rather than anything about you—a blurry photo, glare on the ID, poor lighting, or part of the document or your face being cut off. Review the best practices above and try again, ideally on a mobile device with good lighting. If you've tried more than once and still can't get verified, reach out to us at privacy@spark2heart.com and we'll review your situation case by case.

Can I get verified using a different method?

Stripe Identity is currently the only way to verify your identity on Spark. If you're unable to complete the standard check after a few attempts, contact us at privacy@spark2heart.com so we can review your case individually and help you find a path forward.

Who has access to my verification data?

Both Spark and Stripe have access to the information that you submit through the verification flow. We rely on Stripe to help store your verification data. Stripe uses access controls and security standards that are at least as stringent as those used to handle their own KYC and payments compliance data.

For fraud prevention, safety, and compliance, Spark keeps its own verification record. This includes your verification status and date; references to your Stripe verification session and report; your date of birth (month and year only); your ID document's type, issuing country, and issue and expiry dates; the result of each check (document, selfie, ID-number, and email); device and risk signals from the check; and encrypted copies of your ID document image(s) and your selfie, held in a private, encrypted archive. Spark does not keep your full government ID number, your document number, or your address—those stay only with Stripe, which independently stores the complete verification data on its own systems.

Learn more about how Stripe handles and stores your data.

How can I access or delete my verification data?

If you'd like to access or delete the verification data associated with your account, email us at privacy@spark2heart.com. We will delete the verification record we hold—including the encrypted copies of your ID document and selfie images in our archive—and ask Stripe to delete the data it stores on our behalf, except for information we are required to retain for legal, safety, or fraud-prevention reasons.

Stripe also holds verification data as an independent controller. If you want Stripe to delete the data it controls, or to opt out of Stripe using your biometric data, you should also contact Stripe directly at privacy@stripe.com.

You can read more about privacy considerations for handling ID verification data and how Stripe handles and stores your data.