To keep your account secure and make sure no one else can access it without permission, we sometimes ask you to verify your identity by completing a video selfie in the Rider App.

Why do I need to do this?

We use facial recognition checks to confirm that the person using your account is really you. If you use a substitute on your account, you'll still need to complete the video selfie yourself as the official Deliveroo account holder. This proves you remain in control of the account.

How to complete the video selfie check

When a check is required, just tap 'Verify your identity to go online' on the home screen. You'll need to complete the check successfully before going online. Your video selfie will be matched with the photo or ID you provided when you signed up.

Top tips for a successful video selfie

Follow these tips to help the system recognise you first time:

• Good lighting: Make sure your face is clearly visible with no heavy shadows or bright backlighting
• No helmet or hat: Remove helmets, caps, or anything that covers your face
• No sunglasses: Keep your face fully visible
• Neutral background: A simple background helps the camera focus on your face
• Hold the camera steady: Follow the on-screen instructions and keep your phone at eye level

If you still have any difficulty having your video selfie recognised, you can request a manual review where one of our team will review your selfie to confirm if it's you. 

If your identity has not been successfully verified you'll be unable to go online until you complete the check. You can tap the prompt on the home screen to complete the check. Once you've completed the check you'll be able to go online.