To help you understand our identity verification process, we’ve put together a Q&A addressing key details. This includes why we’re asking for automated selfie checks, how to complete the verification in the app using Yoti, and what this means for you as a courier.
Q: Why am I being asked to provide my ID and a scan of my face, plus consent to identity verification? I already did this during onboarding.
A: You may have had your identity verified before you joined the Just Eat network. This was used to establish your Right to Work. We’re now asking you to take regular real-time photos of yourself to verify that it’s you using your account. That’s why we need your consent to collect your name, ID and image again. We’ll only ever use this data to confirm your identity.
Q: What if I don’t want to do this/ consent to this?
A: If you do not consent to the automated processing of your image by our data partner, Yoti, you will be contacted about our alternative verification steps you’ll need to complete in order to remain operating on the Just Eat network. All couriers who operate on the Just Eat network will have their identity regularly verified. We do this to keep the network safe and secure for all users.
Q: I don’t have my identity documents on hand. Can I do this later?
A: Yes. We are giving you 30 days for this initial verification step. When the feature becomes available in your app, you can click ‘I’ll do it later’ to the consent pop-up in the app for now, until you are ready.
Q: If I leave Just Eat, will you keep my images?
A: We take your privacy and security seriously. The image you provide during the verification phase will be retained until you no longer operate on the Just Eat network. All other data collected and processed for the above purposes will be retained for 30 days. Our privacy statement has been recently updated.
Q: What happens if I don’t do it?
A: You will be removed from operating on the Just Eat network if you do not comply with our privacy statement, which forms part of your Courier Agreement with us. We require that all couriers verify their identity. You can regain access to your account once your identity is verified either by our third party verification method (Yoti), or through the alternative process.
Q: What is the alternative process for verification?
A: Should you decline consent within the app, you will be sent an alternative way to verify your identity.
Q: I don’t see this feature in the app? How am I supposed to complete these steps?
A: Please make sure you have downloaded the latest version of our Courier app using the App Store on your mobile device. We have decided to launch this gradually, so some couriers may see this feature sooner than others.
Q: I am having issues uploading my ID document or scan of my face, how do I get support?
A: If you experience any difficulty uploading your ID or taking a scan of your face, or come across matching issues based on image quality, you can restart the process and your uploads by selecting the ‘Get Started’ button again. If for any reason you experience further technical issues, please contact our data partners at Yoti and they will help you resolve the problem.
https://support.yoti.com/yotisupport/s/topic/0TO4L000000TX56WAG/identity-verification.
Yoti also has a chat feature to help answer any questions you may have about the ID verification process.
Q: I have submitted my document and the scan of my face but it says I could not be verified. Why did this happen?
A: You need to make sure that your name on the ID document you provide is the same as the name you used when registering to become a courier with us. This consent and ID verification is meant to be completed by the main account holder.
Q: Why am I being asked to verify my identity again? I just did this.
A: All registered couriers will be prompted regularly to verify their identity. The ‘selfie’ that you provided during our initial verification phase last month will be used to support the image matching technology that our trusted partner, Yoti, uses to verify your identity in real time.
Q: What happens if I fail the identity verification step?
A: If we are unable to verify your identity, you may be temporarily deactivated until we can complete this action and secure your account. All couriers are required to regularly verify their identity in order to keep the network safe and secure for everyone.
Q: What if I fail this check because I am using a substitute?
A: As per your signed Courier Agreement, you have no obligation to join Runs or undertake Deliveries for us personally and are free at any time and for any reason whatsoever to engage a substitute to do so on your behalf. The ongoing verification process will not impact your ability to engage substitutes, but any substitute you engage will need to comply with the terms of the agreement.You can add a substitute at any time by following the steps outlined in this article: here. Please note that we will be enabling a substitution pre-registration feature directly within our courier app. This will enable you to register substitutes before or during a delivery run.
Q: I accidentally disabled camera access when prompted, how do I enable it now?
Android
- Open Settings: Tap on the Settings app.
- Go to Apps & Notifications: Scroll down and tap on Apps & Notifications or Privacy.
- Select App Permissions: Tap on App permissions.
- Choose Camera: Tap on Camera.
- Enable Apps: Toggle the switch next to the app you want to allow camera access to On.
iOS
- Open your Settings app on your iPhone.
- Tap Apps.
- Use the search bar or scroll to find the app you’re using.
- Tap the name to open the settings for that app.
- Check the switches next to Microphone and Camera are on.
