TROUBLESHOOTING · SECURITY & ACCOUNT
Help with Optional identity verification
This page focuses on the guide you were reading. Work through the relevant checks below, then send us a question if the issue is still unresolved.
01
Start with your optional identity verification setup
These are checks drawn from this feature's own instructions.
- Review identity requirements for your account or payment provider.
- Complete verification only through the authorized provider flow.
- Confirm status in the connected account dashboard.
- Contact the appropriate support channel for mismatched records.
- A QA account may still encounter external processor identity requirements.
- Never email identity documents unless the workflow explicitly provides a secure channel.
02
Common problems in Security & account
Choose the problem closest to what you are seeing. Each one includes practical checks and a safe next step.
Sign-in or verification is blocked
- Use the intended account and current sign-in method.
- Check whether the authenticator, passkey, or verification flow is still valid.
- Avoid repeatedly attempting a sensitive action while the account is locked.
Never send one-time codes, passwords, recovery keys, or security tokens to support.
A permission or data-access action is denied
- Review the current role and business context.
- Confirm the action is available on that plan and rollout stage.
- Check whether a separate RL Health permission is required.
Do not circumvent access boundaries to complete the task.
03
Still not resolved?
When you contact support, tell us what you expected, what happened instead, the non-sensitive error text (if any), and roughly when it occurred. The form will automatically include Optional identity verification as the topic.
Please do not include passwords, security codes, payment card details, client health records, or any other sensitive information.