The short answer: Most problems come from an expired request, a closed tab, or a connection that needs to be renewed. Find what you're seeing below, starting with the easiest fixes.
Find Your Situation
If your assistant asks you to sign in to Proof again +
Your connection to Proof expired or was removed. Follow the steps in Connect Proof to Your AI Assistant. You don't need to create a new account.
If you closed the Proof tab or waited too long +
Requests expire after a short time. If you leave before approving, nothing is shared. Ask your assistant to try again, then start at step 1 in Verify Your Identity With Proof in an AI Assistant.
If you selected Cancel or Deny +
Nothing was shared. To try again, ask your assistant to repeat the request.
If your camera isn't working when you unlock your ID +
Make sure your browser is allowed to use your camera. You can also select No camera? Use your phone on the Welcome back screen and finish on your phone.
If the text message doesn't arrive when you connect +
Check that the last digits shown on the screen match your phone number. Wait a minute, then ask for another text.
If your assistant says Proof can't provide what the site needs +
Proof doesn't have the information that site is asking for and can't get it. Only that site is affected. Your assistant can keep working on your other tasks. Contact the site to ask about other ways to verify.
If you see a warning that the requester's identity couldn't be verified +
Proof couldn't confirm who is behind the request. Only approve if you trust the source. If you're not sure, cancel.
If you approved but the site still won't let you in +
The site decides whether what you shared is enough. Common reasons are that the site doesn't accept the source of your credential, the information doesn't meet its requirement, or the request expired. Contact the site first. If the information in your Proof Digital ID looks wrong, contact Proof Support.
Before You Contact Support
Your assistant
Tell us which assistant you used, such as Claude, ChatGPT, or Gemini.
The site or app
Tell us which site or service asked for your ID.
What you saw
Include the exact message or a screenshot. Hide anything personal.
When it happened
Include the date and time, with your time zone.
Summary Checklist
- I found my situation and tried the fix.
- I asked my assistant to try the request again.
- I gathered the details above before contacting support.
Updated