Identity Verification FAQ
Below are helpful FAQs connected to Course Hero's identify verification process. For a detailed step-by-step overview you can follow to submit your identify verification, please click here.
How does Course Hero verify the identities of its tutors?
Course Hero uses a third-party ID verification service provider to verify the identities of its tutors on our behalf. When you provide your personal information to our ID verification service provider, you consent to Course Hero collecting, using and processing your personal information, including biometric information, for the purposes of verifying your identity, and to detect and prevent fraud on Course Hero. You can revoke this consent at any time by emailing privacy@coursehero.com.
When will I be asked to verify my identity?
You will be asked to verify your identity during the tutor application process. You may also be asked to verify your identity when you withdraw funds from your tutor account or to protect your account when we detect fraudulent activity.
What information is collected during the identity verification process?
The following information will be collected to help verify your identity:
- SMS verification
- A government-issued ID
- A selfie image
What types of government-issued IDs can I use for my verification?
In general, most government-issued IDs can be used during the verification process. Please see here for a list of best practices for the ID you submit. Please note, though, that we are unable to accept a passport to verify your identity. Note that you must submit a picture of a physical ID - you cannot submit a picture of an ID presented on a screen.
How will the information collected be used to verify my identity?
We will work with our ID verification service provider to verify that the government ID you provide is valid, up-to-date, and not fabricated or tampered with in any way. We will use your selfie image to confirm that your selfie image matches the image on your ID. We may also use your IP-based country location and device information to confirm the legitimacy of the verification.
Can I use a VPN while completing my identity verification?
No, you cannot use a VPN while completing your identity verification. You may be asked to turn off your VPN to proceed and blocked from completing the verification if a VPN is detected.
What if I turn off my VPN, but I am still blocked from proceeding through the verification flow?
If you turn off your VPN and are still not able to proceed through the verification flow, email tutor-support@coursehero.com. They can create a new verification link for you to use without a VPN.
When I take the photo of my ID or Selfie, it is staying in pending status or asking me to retake the photo multiple times - why is this happening?
Sometimes lighting or camera quality can affect the successful completion of your verification. Make sure you are in a well-lit room, hold the camera as still as possible, and that the photo you take is clear and contains the full image. If you are using a computer, try switching to a mobile device, as they have much better camera quality.
If you are submitting an ID that is on paper, make sure all edges are clearly visible and that it is fully cut out of the piece of paper along the borders of the ID.
For Selfie photos specifically, make sure you are following the directions to turn your head in the right direction at the right time.
When I take my selfie image, should I hold my ID in the picture?
No, your selfie image should only contain your face - you should not hold your government ID in the selfie portion of the verification.
I see a "Can't access your camera" error when I try to take photos of my ID and/or selfie. What should I do?
If you see this message, it means that you need to enable camera access on your device or browser. Please see this help article for information on how to enable camera access for your specific device.
My verification link is expired. What should I do?
If your verification link has expired and you need a new one, contact tutor-support@coursehero.com.
I am not receiving the SMS message from Persona - what should I do?
First, double check that the phone number you entered is correct. You can click the “back” arrow to return to the previous screen to verify this. Once you’ve confirmed this, you can resend the SMS code if necessary. Lastly, you can check your spam messages. On an iPhone, you can do this within the Messages app by locating “Filters” in the top left corner, and selecting “unknown senders” from the list of options.
Questions?
If you have any questions or problems during the application process, please reach out to us at tutor-applications@coursehero.com.
Your personal information will be safely processed in accordance with our Privacy Policy. The information you provide in your tutor application will be used to determine if you qualify as a tutor on Course Hero and as otherwise stated on our application form. Your information will never be used for any other purpose and will not be shared or made public without your consent.
Please note that only one tutor application is allowed per person and only one tutor account is allowed per person. Additionally, you can only use the Course Hero tutor account that is associated with your personal tutor application.
If you qualify and are approved as a tutor, you will act as an independent contractor and not an employee or agent of Course Hero. Given that our tutor community is dedicated to learning and teaching, and we require all tutors to uphold Course Hero’s Honor Code, Academic Integrity Policy, Copyright Policy, and Terms of Use at all times. Failure or refusal to uphold these policies at all times may result in permanent termination of your Course Hero tutor account and a ban on tutoring on Course Hero in the future.