Prediction markets in Phantom in the United States are offered through Kalshi, a US-regulated exchange. If you're having a problem verifying your identity, find your situation in this article.

“Verification failed” #

There are two outcomes if verification doesn't succeed:

• You're asked to correct something and try again. This usually means a specific piece of information didn't match, such as your date of birth or Social Security number. Double-check that what you entered is accurate and matches your official records exactly, then resubmit. If you already have a Kalshi account, you can use its email to link it instead.
• Verification isn't approved and can't be retried. A specific reason may not be available, and there is no manual review or appeal process. Verification decisions are made by Kalshi based on its compliance and risk requirements. Phantom Support cannot approve your account, reverse the decision, or request another review on your behalf. These decisions are final.

The verification screen won't load #

Try the following:

• Make sure you're on the latest version of the Phantom mobile app.
• Close and reopen the app, then start verification again.
• Check your internet connection and try switching between Wi-Fi and mobile data.

If the preceding steps didn't help, contact Phantom Support.

I'm stuck in a loop and can't get past a step #

If you keep getting sent back to the same step, try the following:

• Make sure all the information you entered matches your official documents exactly, including spelling, punctuation, and formatting.
• Close and reopen the app, then continue verification.
• If you're being asked to scan your ID or take a selfie repeatedly, see the camera troubleshooting steps.

If the preceding steps didn't help, contact Phantom Support.

I'm told a specific field is incorrect #

If verification flags a specific item, such as your Social Security number, date of birth, or name, you'll see an error on that field only.

• Check what you entered against your official documents, including spelling and the order of digits.
• Re-enter only the field that was flagged and submit again.

You have a limited number of attempts for each field. The app shows how many attempts you have left. If you run out, you can't retry.

My camera, document scan, or upload isn't working #

If you’re unable to scan your identity document or take a selfie, consider these tips:

• Make sure Phantom has permission to access your camera in your device settings.
• Use a well-lit area, and hold your ID flat and fully in frame.
• Remove your ID from any case or sleeve before scanning.
• Try again with a different ID if you have one accepted (driver's license or passport).

If the preceding tips didn't help, contact Phantom Support.

My verification status looks wrong or outdated #

If Phantom is showing a status that doesn't match what you expect (for example, showing pending long after you completed every step), contact Phantom Support with the following:

• The email address associated with your Kalshi account
• Approximately when you completed verification
• A screenshot of what you're currently seeing

I completed verification but can't continue #

If you finished every step but the Continue button is not working, contact Phantom Support. Include fresh app logs (Settings > Security & Privacy > Download App Logs) and a screenshot of the issue.

I'm asked to verify again when trading #

Even if you already completed identity verification, you may be asked to provide additional information, such as your government-issued ID (driver's license or passport) or a selfie, at any step in your trading journey.

This additional request is normal and expected. Complete the requested step to continue.

If the scan or selfie keeps failing, see My camera, document scan, or upload isn't working.

If you can't complete this step, contact Phantom Support and include the email tied to your Kalshi account.

What to include when contacting Phantom Support #

To help us look into your issue faster, have the following ready:

• The email tied to your Kalshi account, if you have one
• What step you were on when the issue occurred
• A screenshot of any issue or error message
• Your app logs (Settings > Security & Privacy > Download App Logs)

Don't send photos of your ID or selfies to Phantom Support.