A verification can pause because the session was not finished, a profile field is missing, a provider is reviewing the submission, or a new action is required. Start with the status in Gruv and the current message in the embedded session. Do not create another account to work around a pending review.
Match the status to the next action
- Not started: open Identity Verification or Business Verification and begin the embedded session.
- In review: confirm that the session was submitted, then leave the record in place while the current review continues.
- Action required: reopen the step and follow the retry or additional information request shown there.
- Complete: check the other visible verification and payout-detail steps if a finance action is still unavailable.
Run these checks in order
- Refresh the Verification page and identify whether the identity or business step is affected.
- If the product asks for profile data, add the missing person or business name and country, then start the session again.
- Open the embedded session and complete the action it shows. Keep sensitive documents inside that flow.
- If the status and session message disagree, capture the exact text and the time you last refreshed before contacting support.
Prepare a useful support request
Head to Contact and include whether the check is for a person or business, the workspace name, the current status, the action requested on screen, the time of your last attempt, and any non-sensitive provider or review reference displayed. Mention the browser if the embedded session will not open.
Leave passwords, one-time codes, full identity numbers, document images, ownership records, and bank details out of an ordinary support request. Those belong in the approved verification session.