Consumer verification support FAQ

  • Updated

Here are some questions SheerID support regularly receives, that your customer service 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 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?

That can depend on whether the offer is for teachers, students, or the military community. For example, students might be able to use their class schedule, a transcript, or tuition receipt. In most instances, these documents will need to include a full name, date, and organization/school name or status to be approved.


How long does the process take?

If a customer is instantly verified, they can go on to the next step immediately. If a customer 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.


Where should I direct customers who need assistance from SheerID?

If a customer needs help with uploading documentation, or has questions about the result of their request, please direct them to the Verification Support Help Center:


Does SheerID have a phone number?

We don't currently offer phone support.  Due to the online nature of the verification process, we have found that email communication is the fastest and easiest way for consumers to communicate with our support team.


What are the operating hours for SheerID Verification Support?

Our document review services and Verification Support teams are available 24/7/365.


How does SheerID determine if someone is a US college student?

A US college student is defined as someone that is currently enrolled at a Title IV, degree-granting university or college located in the US.


How does SheerID determine if someone is in the US military community?

SheerID can verify the following military organizations: 

  • United States Army
  • Air Force
  • Navy
  • Marines
  • Coast Guard
  • or if someone is a registered dependent of someone who is currently serving or has retired, SheerID can verify their eligibility.

More specifically, we can verify the following statuses:

  • Active duty
  • Reservist/guard
  • Veteran
  • Retirees
  • Registered dependents of active duty, reservist/guard and retirees.

Eligibility will vary depending on program configurations.