The link says my device or browser isn't supported
What to do when the verification link says your device or browser is unsupported.
Identity verification relies on the advanced capability of certain web browsers. If your device or browser is not compatible, a message will display with instructions.
Device not supported
Why this happens: you opened the verification link from an email on a laptop or desktop computer.
What to do:
- Option 1: if you can access your email on your mobile phone, open the link from your phone instead.
- Option 2: using your phone camera, scan the QR code shown on screen to open the link on your phone - see How to safely scan a QR code.
- Option 3: copy the link from the email and send it to yourself by a method you can open on your phone (e.g. a messaging app).
Browser not supported
Why this happens: your default browser is not Chrome or Safari (for example, some Samsung phones default to Samsung Internet), or your messaging or email app opened the link in a "preview" screen.
What to do:
- On Android, check for a three-dot menu at the top right with an Open in Chrome option.
- Otherwise, open the correct browser (Chrome or Safari), copy the verification link you received, paste it into the browser's address bar and start the process.
What if none of the above works?
The link can be used on any trusted, compatible device - forward the SMS or email to a family member's or friend's phone and complete the process there. See Is my device compatible? for supported devices. If you do not have access to a supported device, contact the business that asked you to verify your identity so they can arrange an alternative verification method.