These are some questions SheerID support regularly receives, that your consumer support team may have upon launch.
How are consumers notified about the result of their verification?
If someone is instantly verified, they will be able to access your offer immediately. For those who upload documentation, they will receive an email from the SheerID team (if emails are hosted) with the details of the discount and how to access it.
What happens to the documents after they are reviewed?
All uploaded documents are encrypted, reviewed by the SheerID team in a secure environment, and purged from our system once the verification request is complete.
What kind of documents can our customers use to verify?
Acceptable documentation can vary by offer type (student, military, first responders, etc.) For details regarding common and acceptable document types for each community, please visit the SheerID Help Center for the relevant type of offer.
How long does the process take?
If a consumer is instantly verified, they can go on to the next step immediately. If a consumer uploads documentation, they can expect to hear back regarding their results within 20 minutes, 24 hours, or 48 hours depending on your program and implementation. Fore more information regarding your program, please contact SheerID Product Support.
Where should I direct customers who need assistance from SheerID?
If a consumer needs help uploading documentation, or has questions about the status of their request, please direct them to the Verification Support Help Center.
Does SheerID have a phone number?
We have learned that because our service is an online experience, email communication is the fastest and easiest way for consumers to communicate with our support team. SheerID does not have a support contact number and does not have plans to implement one in the future.
What are the operating hours for SheerID Verification Support?
Our document review services and Verification Support teams are available 24/7/365. All support requests are answered in the order they are received.