CP Identity FAQ

Why do I need to verify my identity?
Verifying your identity helps keep the Wolt platform safe and secure for everyone, including you. It ensures deliveries are only made by the primary courier partner or an approved substitute. Since your profile is personal, this step helps prevent it from being used by anyone who hasn’t been officially approved by Wolt.

Why do I need to take a selfie for identity verification?
Taking a selfie helps confirm that the person making deliveries is either the registered courier partner or a substitute approved by Wolt. This step helps protect your profile and the platform from misuse or fraud.

What should I take a picture of, and what happens if I don’t follow the guidelines?

The person making deliveries - either the primary courier or an approved substitute - must take a clear selfie with their face fully visible - no sunglasses, helmets no sunglasses, helmets, or other headwear that could obscure your face.
Please don’t:
- Submit a photo of someone else
- Use a screen recording or image
- Send a selfie where your face isn’t clearly visible
If the selfie taken doesn’t follow the guidelines, your profile may be flagged and could be temporarily deactivated, blocked, or even terminated, depending on the severity of the violation.

How does facial recognition work?

Facial recognition compares your selfie with the photo on your submitted ID. If there’s a mismatch, you may be asked to reverify. If a substitute is detected, the system may trigger a new check or audit.

How do I verify my identity?

You’ll receive a notification in the Wolt Partner App when it's time to reverify your identity. The person currently delivering on the account—either you or your substitute—must complete the request by submitting a selfie. If the selfie does not match the government ID we have on file, it may trigger a re-check or an audit.

What documents are required for re-verification?

You or your approved substitute may be asked to upload a valid passport, national ID, or residence permit since your ID must confirm your right to work. Driver’s licenses aren’t accepted for this step.

How long do I have to complete the re-verification?

You’ll have 15 minutes to take your selfie. If uploading an ID is required, you’ll have up to 24 hours. If the process isn’t completed within the given time, your profile may be temporarily suspended until the verification is successfully completed.

What happens after I upload my selfie and ID document?

Once you’ve submitted everything, we’ll review your verification. If everything passes, you’re good to go, and you can continue delivering. If there are any issues, we’ll notify you, and you may be asked to re-submit your documents or complete further steps before your account is fully verified.

What if I don’t have a valid ID?

You must have a valid ID confirming your right to work. A driver's license is not sufficient for this purpose. If you do not have an acceptable ID (such as a passport or residence permit), you will not be able to complete the verification process. Please ensure your ID is valid before proceeding with verification.

My verification failed. What should I do?

Please ensure your selfie is clear, well-lit, and shows your face without any obstructions, such as sunglasses, helmets, or other headwear that could obscure your face. If an ID is requested, double-check that your ID is valid and uploaded correctly. We understand this process can be frustrating, but it’s important to complete it accurately to avoid delays in verifying your account.

Do I need to provide a new photo of my ID each time I verify my identity?

Not always. If nothing has changed, usually only a selfie is needed. If your ID is expired or there’s a mismatch, you may be asked to upload a new one.

What happens if I don’t complete the re-verification process?

If you don’t complete the process, your profile may be blocked—and you won’t be able to continue delivering.
Once the verification is done successfully, everything will be back on track. If you’re having trouble, contact Wolt Support for help.

What if I don’t look the same as in my ID picture (e.g., weight change, new hairstyle)?

No worries! Changes in appearance are normal. If the system can’t match your selfie, it may ask you to try again. If needed, our support team will help manually.

How long will it take for my verification to be completed?

Most verifications are completed within minutes. If there’s a delay, it might take longer. You’ll get a notification once it’s done.

What happens if I request manual verification and do not give consent to biometric processing?

If you choose not to give consent to biometric processing and request manual verification, your identity will be reviewed by a human instead of using the automatic facial recognition system. This process is perfectly fine, and Wolt’s support team will manually verify your identity using your submitted documents.

Can I assign someone else to handle my deliveries?

Yes, but only after Wolt approval. You must submit a request explaining the need. Assigning a substitute without approval is a policy violation and may result in termination.
You are responsible for ensuring that your substitute meets Wolt’s operational standards and complies with all legal requirements, including having a valid right to work in the country they are delivering in.
You are fully responsible for any actions taken under your account. This includes ensuring the security of your account and that it is used in compliance with Wolt’s policies. If your account is reported for fraudulent activity, safety violations, or any other behavior that violates Wolt’s policies or generally accepted business and ethical standards, your account may be terminated. Additionally, it is your responsibility to ensure that your substitute is treated fairly and compensated appropriately for their work.

Who is responsible for verifying the substitute’s identity and right to work?

You are—the primary courier partner. It’s your responsibility to make sure your substitute has a valid ID and the legal right to work. If, during re-verification, the substitute’s identity or right to work can’t be confirmed, your profile may be flagged. This could lead to an further audit and in some cases, suspension or other action if issues are found.

What happens if someone else completes the re-verification on my behalf?

Re-verification must be completed by the person currently doing deliveries. If someone else tries to complete it for you, the system will flag it.
This process is in place to confirm the identity of the active courier. Trying to bypass it may lead to a temporary suspension and repeated attempts could result in account termination.

Am I responsible for the service quality of my substitute?

Yes, as the primary courier partner, you are responsible for the actions of any substitute you assign. This includes ensuring that your substitute meets Wolt’s operational standards, complies with all legal requirements, and has the valid right to work in the country they are delivering in.
You are fully responsible for maintaining the security of your account and ensuring it is used in compliance with Wolt’s policies. This includes making sure your substitute handles deliveries safely, professionally, and in accordance with the terms of your Service Agreement, including protecting customer data and managing orders correctly.
If your substitute violates these terms, it may impact your profile and could result in further review or action from Wolt, including account suspension or termination, depending on the severity of the violation.

How can I report suspicious behavior or violations on the platform?

We encourage you to report any suspicious activity, malpractice, or policy violations by contacting Wolt’s Support team. Your input helps us keep the platform safe, fair, and transparent for everyone.