CLEAR Support

Your verification with CLEAR may fail for one or more of the reasons below:

• The phone number you entered is a landline or VoIP number
• You entered a work phone or email instead of a personal phone or email
• You are not the owner of the mobile device you are using to verify
• You are verifying with CLEAR from an unsupported region
• Your selfie or document image is obscured, unclear, or poorly lit
• Your government ID is expired, unreadable, or not accepted for verification with CLEAR
• You exceeded the number of verification attempts
• Your information did not match trusted sources

You may still see a “Thank you for using CLEAR” message at the end of the process, even if your verification fails. This message does not indicate that your verification was successful.

If you did not receive a text message or one-time passcode (OTP), make sure you:

• Are in an area with good cellular or Wi-Fi coverage‍
• Use a mobile number (not a landline or VoIP number) that can receive SMS messages‍
• Haven't blocked short code 22395, which CLEAR uses for sending passcodes

If you still haven't received your one-time passcode, close the CLEAR verification window, restart the verification process, and try again.

If you're getting an “Unable to process verification” or “Too many OTP attempts” message, this can be because:

• You entered the wrong OTP
• Your phone number is unsupported or blocked by the OTP provider
• You've requested too many codes in a short period of time

Try any of the following:

• Wait a few minutes, restart the verification process, and try again‍
• Make sure the verifying phone number is one you have access to‍
• Do not use a landline or VoIP phone number

You must give CLEAR access to the camera on your mobile device to complete your selfie.

To give access, follow these steps:

• When prompted, select “Allow” to grant camera access in your browser
• If you accidentally denied access, open your browser settings and enable camera permissions
• Try restarting the session or your phone
• Make sure you're using a supported browser, such as Chrome, Safari, or Edge

CLEAR matches your selfie with your government ID photo. A failed selfie can happen when:

• Your face is not centered or too far from the camera
• The image is too dark, backlit, or blurry
• You're wearing glasses or a hat
• Your hair is covering your face
• The selfie background is busy or too bright
• The camera lens is dirty or smudged

Here are some tips for a successful selfie:

• Stand against a well-lit, neutral background
• Hold your phone at eye level
• Remove hats or glasses (unless they appear on your ID)
• Make sure your camera lens is clean
• Stay still while taking your selfie

If you receive a “Too many selfie attempts” message, close your browser window and restart by clicking the verification link again.

This error means CLEAR couldn’t confidently match your selfie to your government ID.

Try the following:

• Take your selfie again in better lighting
• Make sure your face is visible and unobstructed
• Ensure your ID photo is clear. If it’s old, faded, or damaged, use another government ID

This usually happens when the photo of your ID is blurry, cropped incorrectly, there's a glare, or the ID type is not accepted. Some partners also do not allow expired IDs. Follow these steps:

• Use a flat, dark surface behind your ID when taking the photo
• Avoid direct sunlight or reflections
• Hold your phone steady and make sure the entire ID fits in the frame
• Make sure the ID is valid and not expired

If your ID is not able to be captured, consider using a different ID.

CLEAR supports government-issued photo IDs from most countries, including:

• Passports
• Driver’s licenses
• National identity cards
• Residence permits (for foreign nationals or visa holders)

To be accepted for verification, your ID must:

• Be valid and not expired‍
• Have the name and photo clearly visible
• Be officially issued by a recognized government authority

CLEAR supports IDs from over 190 countries and territories, including the U.S., Canada, Mexico, the U.K., and the European Union, as well as many regions in Asia, South America, Africa, and Oceania.

If your document type isn’t accepted or fails repeatedly, try using a passport, which has the highest success rate globally.

This message appears when the camera couldn't detect a government ID in your photo.

Try again by:

• Placing your ID on a solid, dark surface
• Ensuring the ID is fully visible in the frame
• Avoiding glare or reflections
• Holding your phone steady

If you're stuck on a loading or frozen screen when verifying with CLEAR, try the following:

• Close the browser tab and clear your cache
• Reopen the verification link and try again
• Try a different browser, such as Chrome, Safari, or Edge

Verifying with CLEAR requires a modern smartphone with a working front-facing camera and updated software. Any of the following will work:

• iPhone: iOS 18.4 or higher
• Android: Android 15 or higher
• Browsers: Chrome 135+, Safari 18.4+, or Edge 134+

If your phone is unable to update to these versions, contact the partner’s support team for alternative verification options.

Always use your personal phone number and personal email address when verifying with CLEAR. Using a work phone or work email may result in a failed verification.

This message means that you have an existing CLEAR account, but it is associated with a different phone number or email address. This can happen because:

• You used a different phone number or email address when you previously enrolled in or verified with CLEAR
• You recently changed your phone number, and it’s still linked to an older CLEAR account

Here's how to fix it:

• Make sure you entered the same phone number and email address you originally used with CLEAR‍
• Reach out to CLEAR Member Care by calling 855-CLEARME to update your phone number or email address, or to request an account reset

This message can mean:

• The document you scanned has already been used for a verification associated with a different phone number or email address
• You previously enrolled in or verified with CLEAR, but entered a different phone number or email address

You can fix this by scanning a different document during verification or reaching out to CLEAR Member Care to resolve the issue.

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TSA PreCheck^® enrollment provided by CLEAR makes it easy to sign up for the TSA PreCheck^® Application Program. Get started online by selecting your plan and following instructions. Complete your enrollment at the nearest participating CLEAR location. No appointment necessary!

A REAL ID is a federally compliant form of identification that’s required for domestic flights starting on May 7, 2025.

My Health Record NY is a secure online service for anyone who has received care in New York State. You can find your information in My Health Record NY if your provider shares data with Healthix (the New York City/Long Island Health Information Exchange) or Hixny (the HEI serving the greater Capital Region).

Our new EnVe Pods verify your face, instead of your eyes or fingers, for an even faster verification. We will be introducing our EnVe Pods across our nationwide network through 2025.

Beginning May 7, 2025, every air traveler 18 years and older will need a REAL ID-compliant driver’s license, Enhanced Driver’s License, or another acceptable form of ID to fly within the U.S.

Yes, My Health Record NY is a free service provided by Healthix and Hixny.

CLEAR Concierge is offered for an additional charge. Please refer to the booking page for more details.

Our EnVe Pods and eGates have a high-resolution, wide-angle camera that verifies You Are YOU with face-first technology.

This service is available regardless of whether you have TSA PreCheck^® or standard screening on your boarding pass. If travelers in your group have different types of screening, our Ambassador will share the best options to keep everyone moving.

Our EnVe Pods are live in all CLEAR+ Lanes across our nationwide network. 

We’re always expanding to new terminals and airports. To view our locations and hours of operations, click here or find us with a tap in the free CLEAR App.

Most TSA PreCheck^® applicants receive their KTN in 3-5 days, though some applications can take up to 60 days. TSA PreCheck^® applicants will receive notice of their approval status and KTN by email or phone. You can also check your status on our website at tsaprecheckbyclear.tsa.dhs.gov or contact customer support via phone (1-888-831-9070) or email (CLEARCustomerSupport@tsa.dhs.gov). Be sure to add your KTN in the appropriate field when booking your airline reservations.