Why it fails
SASSA's You and Your Grant booklet says an SRD applicant must be registered on the Home Affairs database, and that all new applicants complete a facial biometric verification, called eKYC, before they can be approved. The identity check compares what you gave with what Home Affairs holds.
These are the usual causes.
- A typing error One wrong digit in the 13-digit ID number is enough.
- A name that differs from the record A different spelling, a missing middle name or an accent can fail the match, as can a surname changed after marriage that Home Affairs has not updated.
- Records that are out of date A recent change to your name, ID or address may take time to reach the population register.
- A failed facial check A dark or blurred photo can fail the liveness step, and you can retry.
How to fix it
- Compare your application with your ID document. Check every digit of the ID number and the spelling of each name, exactly as printed.
- Redo the facial verification. SASSA's booklet says referred applicants must log in to the portal and request a link to update their information and complete the check. Do it in good light, with your face clear of glare. Anyone changing their cellphone number must complete a facial recognition check as well.
- If your details are wrong on your ID or the Home Affairs record, correct them there. The government's page on amending information on the population register explains the process, and the forms and proof you need depend on what is wrong. The page doesn't list them, so ask at a Home Affairs office or on dha.gov.za which form your correction needs.
- Contact SASSA. If you have fixed the record and the status does not clear, call 0800 60 10 11 or email GrantEnquiries@sassa.gov.za. Give your details only on SASSA's own channels.
- Consider appealing the month. A declined month is not paid unless the decision changes, so consider appealing it while you fix the record. See the SRD appeal guide.
Never pay anyone to fix your identity check. SASSA says it never asks for your PIN.
How long it takes
Plan for a Home Affairs correction to take longer than the online facial check.
If you have not yet applied, get the details right the first time. How to apply for SRD lists what to have ready, and what every status means covers the other results.
Frequently asked questions
Why does SASSA say my identity verification failed?
SASSA could not match your details, or your face, to the Home Affairs record. The usual causes are a typo in the ID number, a name spelt differently from the record, out-of-date records or a poor photo in the facial check.
How do I fix an identity verification failure?
Check your details against your ID, redo the facial verification through the link on the portal, correct the Home Affairs record if it is wrong, and contact SASSA on 0800 60 10 11 if the status does not clear.