Identity verification for Cash is handled by Link (Stripe). Use this article if you entered incorrect information, can’t connect your Link account, or have trouble completing verification.

For setup instructions, see Verify your identity for Cash.

I entered the wrong date of birth, SSN, or name #

Once submitted, these details can’t be edited in the Cash verification flow. Restarting requires deleting the Link account used for verification and having Phantom Support remove its existing connection.

To restart with the correct information, follow these steps:

1. Contact Phantom Support. Explain which type of information you entered incorrectly, without sending your SSN or identity documents.
2. Support will guide you through removing the old connection and deleting the correct Link account.
3. After both steps are complete, fully close and reopen Phantom.
4. Restart verification with the correct information.

Contact Phantom Support before deleting your Link account. If you already have a Cash account, deletion can reset it and affect card access. You may need to complete verification again and create a new card.

My information doesn’t match #

If the app lets you re-enter your details, follow these steps:

1. Check your name, date of birth, address, and any requested identification number against your official records.
2. Check spelling, date formatting, and the order of digits.
3. Use a physical residential address. P.O. boxes aren’t accepted.
4. If you recently changed your name or moved, try your previous name or address if it still appears in your records.

If you submitted incorrect details and can’t change them, follow I entered the wrong date of birth, SSN, or name.

Link doesn’t share the specific reason for a failed information match with Phantom. Phantom cannot manually approve or override the result.

My ID or selfie wasn’t accepted #

A document check can fail if the ID type isn’t accepted, the image is difficult to read, or the document details don’t match your verification information.

If another upload is available, follow these steps:

1. Use an accepted government-issued ID, such as a passport.
2. Take the photo in good lighting, without glare or blur.
3. Make sure the document details are readable and match the information you provided.
4. Follow the on-screen instructions for the selfie.

Link allows three document upload attempts. If you’ve used all three, contact Link Support.

A clearer upload may resolve an image capture problem. Retrying does not guarantee approval, and Phantom cannot manually review your documents.

I keep returning to the same verification step #

The app may show a retry message even when verification has been rejected.

If you’ve checked your details or retried your document upload and keep returning to the same step, contact Phantom Support. Include the exact message and the step where it appears.

Support can check whether you’re seeing a verification result or a technical issue. Repeatedly restarting the same flow may not resolve it.

My Link account is already connected to another wallet #

You may see one of the following messages:

• “A different Link account is already connected to this wallet.”
• “This Link account is connected to another Phantom wallet.”
• “Stripe identity already connected.”

Contact Phantom Support so the team can check the existing connection. Mention whether you previously deleted or replaced your Link account, restored your wallet, or changed Phantom profiles.

Wait for Phantom Support’s instructions before deleting accounts or resetting your wallet.

I’m not receiving the verification text message #

Check that you entered your current phone number and used the email associated with your Link account.

If the number is incorrect, outdated, or no longer accessible, contact Phantom Support. You may need to delete and recreate your Link account, with Support first removing the existing connection if you already have a Cash account.

If you can’t sign in to Link to manage the account, contact Link Support.

If your number is correct but the code still doesn’t arrive, contact Phantom Support for further investigation.

My camera isn’t working #

If you see “Camera Unavailable” or can’t open the camera during verification, follow these steps:

1. Fully close and reopen Phantom.
2. Check that Phantom has camera permission in your device settings.
3. If the camera still won’t work, try another device.

If the issue continues, contact Phantom Support. A camera error doesn’t mean your identity verification was rejected.

The verification screen freezes or won’t load #

To troubleshoot a screen that freezes or won’t load, follow these steps:

1. Update Phantom to the latest version.
2. Fully close and reopen the app.
3. Check your internet connection. Try switching between Wi-Fi and mobile data.

If the screen still freezes or won’t load, contact Phantom Support.

Link is still reviewing my information, or I can’t continue #

If you remain stuck on “Link is reviewing your information,” can’t reconnect Link, or completed the steps but can’t continue, contact Phantom Support.

To help Phantom Support investigate, include the following information:

• The email used for Cash verification.
• A screenshot of the error inside Phantom, with personal information hidden.
• Your device model and Phantom app version.
• Fresh app logs downloaded immediately after the issue occurs, from Settings > Security & Privacy > Download App Logs.

If you already contacted Link, include what its support team told you.