ℹ️ "Identity verification" simply means confirming that you are really you — it's a standard security step used by banks and financial services everywhere, not something unique or suspicious to Palla.
What do I need to register?
Registration requires a few specific things. First, a U.S. address: this is required even if you are a foreign national, since it ties your registration to the U.S.-based sending side of the platform.
Second, a wireless (mobile) US continental phone number — not a landline, and not a Google Voice or other VoIP number (a number that runs over the internet instead of a traditional mobile carrier). This matters because we send verification codes by text message, and VoIP numbers don't always support standard SMS delivery.
Once you register with a specific email address and phone number, those become permanently tied to your account. You must always use that same email and phone number every time you use the service going forward — using a different one will not let you access your existing account or history.
It says my phone number is already in use — why?
This message shows up when the phone number you're entering is already linked to an account that was created previously — even if you don't remember setting one up, or think this is your first time.
The fix is usually simple: make sure you are registering with the exact same email address and phone number combination that you used the very first time you created your account. If you're confident you've never registered before and still see this message, reach out to Support so they can look into it further.
When verifying, should I use my information or my recipient's?
Always use your own information — never your recipient's. To complete your registration, you need to provide details about yourself, such as your name, date of birth, and email address.
The same rule applies to identity verification: when you're asked to upload an ID document, it must be your own identification, not the recipient's. This is because the verification process confirms who the sender is — the person actually sending the money — not who will receive it.
What types of ID can I use to verify my identity?
We accept three forms of identification: a Passport, a U.S. Driver's License, or a valid State ID card. Any one of these three is enough — you don't need to provide more than one, as long as the document is current and not expired.
I can't take the photo of my ID — how do I fix this?
This issue almost always comes down to your device's camera permissions — meaning your phone or browser hasn't been given permission to use the camera for this specific website.
On Android (Chrome browser):
- Go to your device's Settings.
- Tap on Apps or Applications (the exact name may vary slightly depending on your device).
- Scroll through the list of apps and tap on Chrome.
- Tap on Permissions.
- Look for Camera and make sure it's set to "Allow only while using the app."
On iPhone (Safari browser):
- Go to your iPhone's Settings.
- Scroll down and tap on Safari.
- Scroll down to the Settings for Websites section.
- Tap on Camera.
- Select Allow to enable camera permissions for websites.
Once your permissions are set correctly, go back to the transfer website. Right before you upload your ID, your browser will show a small pop-up asking for permission to access your camera — when that appears, choose Allow. After that, you'll be able to take and upload your photo (a Passport, Driver's License, or active State ID card) to continue with your transfer.
Why is my ID upload failing?
If your ID keeps getting rejected, it's almost always because the document itself doesn't meet our verification requirements — not because something is wrong with your account. Avoid uploading the exact same file again if it was already rejected once, since resubmitting the identical incorrect file can restart the entire review process and cause further delays.
Accepted documents
- A U.S. government-issued ID — either a Driver's License or a State ID card
- A Passport (from Us or from your country of origin)
We do not accept expired IDs, non-U.S. IDs other than passports, or screenshots and edited images of any kind.
Common reasons your document gets rejected
- The image is blurry or out of focus
- The photo is cropped, meaning the edges of the document are cut off
- There's glare or a reflection covering important information
- The submission is incomplete — for example, missing the back of the document when both sides are required
- The document itself has expired
- The image quality is too low to read clearly
How to take a photo that will be accepted
Make sure your photo is clear and in focus, taken in good lighting, and shows all four corners of the document. It should be free of glare, shadows, or anything blocking the text, and it should not be zoomed in or cropped.
Always upload the original photo you just took, not a screenshot of it, and make sure every detail — your name, your photo, and the expiration date — is clearly visible. If the document requires both sides, be sure to upload the front and the back.
ℹ️ Pro tip: place your ID on a flat, dark surface, take the photo using natural light instead of flash (flash often causes glare), hold your phone steady, and avoid zooming in or cropping the image.
If you continue to run into problems after following these steps, our Support team is ready to help — just reach out and we'll take a closer look at your case.
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