Identity Verification Failed (identity_verification_failed) — What It Means, How to Fix It and How to Appeal (identity_verification_fixed)
At a Glance: Identity Verification Failed — What To Do First
Check whether your SRD profile details match your ID document exactly — names, surname spelling, ID number, and date of birth. If there is a mismatch, fix it first before appealing. If your details are correct but you cannot complete the OTP verification step, work through the OTP troubleshooting section below. Only appeal once the root cause is resolved using identity_verification_fixed on the appeals portal.
What Identity Verification Failed Means
When your SRD status shows Identity Verification Failed, SASSA could not confirm your personal details against the identity records used during verification — commonly the Department of Home Affairs record set.
The wording appears differently depending on which portal you are using:
SRD status portal (srd.sassa.gov.za/sc19/status): identity verification failed
SRD appeals portal (srd.sassa.gov.za/appeals/appeal): identity_verification_failed
Your appeal reason on the appeals portal: identity_verification_fixed
In practice this means the system could not cleanly match one or more of the following: your ID number, names, surname, date of birth, or residency status. If the match fails, the SRD assessment for that month cannot proceed.
This is not always a permanent rejection. SRD is assessed per month. A mismatch can affect one month or multiple months until the underlying record aligns and starts passing checks.
Why This Decline Reason Occurs
This decline is caused by mismatches, missing fields, or verification blocks in identity data. Common causes include:
ID number mismatch. One digit incorrect, or the ID number used on your SRD profile does not match your official Home Affairs record.
Name or surname mismatch. Spelling differences, missing middle names, name order differences, or a surname change (after marriage or divorce) not reflected consistently across all systems.
Date of birth mismatch. Even a single digit incorrect in your date of birth will fail a strict automated check.
Residency or status confirmation failed. The system cannot confirm the expected citizenship or permit status for SRD eligibility checks.
Record update lag. If you recently updated your Home Affairs details, changes can take time to reflect across all linked verification systems. The check may fail temporarily until the systems sync.
OTP or PIN step incomplete. Many identity verification failures happen not because of a detail mismatch but because the verification code step could not be completed. See the OTP section below.
Fast Checklist — Most People Fix It Here
Work through this list before appealing. Most cases are resolved at one of these steps.
Confirm the exact month and wording on your SRD status portal at srd.sassa.gov.za/sc19/status. Note the specific month showing identity verification failed.
Compare your SRD profile details to your physical ID document. Names, surname spelling and order, ID number, and date of birth must match exactly — character by character.
If there is a mismatch on your profile, correct it on the SRD portal before doing anything else.
If your details are correct, move to the OTP and e-KYC section below.
Allow time after any corrections before rechecking. Some fixes only reflect after systems sync. Do not make repeated rapid changes — this can create additional delays in the verification workflow.
Only appeal once the root issue is resolved. Submitting identity_verification_fixed on the appeals portal before the mismatch is corrected is unlikely to succeed.
One important note: changing your banking details will not fix an identity verification failure. This decline is about identity matching, not payment routing.
OTP and PIN Problems — Very Common During Identity Verification
Many identity verification failures happen not because of a detail mismatch but because the OTP or PIN step cannot be completed. If the verification code never arrives or the verification screen is blocked, the process cannot finish even if your ID details are completely correct.
What To Check First
Correct phone number. The OTP is sent to the phone number linked to your SRD profile, not necessarily your current number. If you changed your number and did not update it on your SRD profile, the OTP is going to an old number you no longer have access to.
Network and SMS delays. Restart your phone, toggle flight mode on and off, and confirm you have a mobile signal. SMS delays are common during peak application periods.
Blocked or filtered SMS. Check your spam or blocked messages folder. Confirm your inbox is not full — a full inbox can prevent new messages from arriving.
Too many attempts. Repeated OTP requests in a short period can trigger a temporary restriction on your number. Stop requesting new codes, wait several hours, and try again. If it persists, contact the SASSA helpline.
If the Verification Option Is Blocked
If you see messages such as “Reverification Not Allowed” or cannot proceed past the verification screen, call the SASSA helpline on 0800 60 10 11 to confirm what is blocking the process. Record your reference number from the call — you will need it if you follow up later.
Never share your OTP or PIN with anyone. Only enter verification codes on official SASSA domains.
Official SRD e-KYC Links
If your case routes you through the e-KYC identity verification process, use only the official SRD portal. These are the official entry points:
SRD status (month by month): srd.sassa.gov.za/sc19/status
e-KYC hub: srd.sassa.gov.za/sc19/ekyc
e-KYC status check: srd.sassa.gov.za/sc19/ekyc/status
e-KYC reverification: srd.sassa.gov.za/sc19/ekyc/reverification
e-KYC referred status: srd.sassa.gov.za/sc19/ekyc/referredstatus
Common e-KYC messages and what they mean:
“Grant application already active” — an SRD application exists on your ID. Return to the SRD status portal and check your month outcome there.
“Reverification Not Allowed” — the option is restricted due to attempt limits or eligibility rules at that time. Use the SASSA helpline route.
“Application Referred” or “You are not on referred status” — your profile may not be in that verification workflow right now. Focus on the month outcome and the mismatch causing the failure.
If you are unsure whether a verification page is official, confirm the domain shows srd.sassa.gov.za before entering any details.
Can You Appeal This Decline Reason?
Yes, but appeals work best when the root identity issue is fixed first. If your details do not yet match official records, an appeal submitted before the fix is unlikely to succeed and wastes your 90-day window for that month.
Appeal when: your ID number and personal details are correct and match your ID record exactly, your records have been updated or corrected and you believe the decline is now incorrect for the assessed month, and you can provide supporting proof relating to that specific month.
What To Prepare Before You Appeal
The exact month and decline wording as shown on the portal. Your identity details confirmed to match your official ID document. Proof of any correction made if you updated your details recently. Your SASSA call centre reference number if you contacted them about this issue.
Evidence Checklist for identity_verification_fixed
Your evidence must relate to the specific month being appealed.
A certified copy of your South African ID document confirming your correct details. If your name or surname was recently changed, proof of the change — a marriage certificate, divorce order, or Home Affairs confirmation. A letter or reference from the Department of Home Affairs confirming your ID record is correct, if you encountered a DHA-side error. Your SASSA call centre reference number confirming you reported the verification failure, if applicable. A screenshot or note of the exact error message and month shown on the SRD portal.
How To Appeal Using identity_verification_fixed
Go to the official SRD appeals portal: srd.sassa.gov.za/appeals/appeal
Enter your ID number and the phone number registered to your SRD application. Request the OTP and enter it to verify your identity. Select the specific month you are appealing. Select identity_verification_fixed as your appeal reason. Upload your supporting documents. Accept the declaration and submit. You will receive an SMS confirming your appeal has been received.
Each declined month must be appealed separately even if the decline reason is the same across multiple months.
Written Appeals for Cases Beyond 90 Days
If the 90-day online window has passed, the portal will block the month you want to appeal. You can still submit a written appeal.
Download the official SASSA appeal form from sassa.gov.za. Complete it for the specific declined month. Attach certified copies of your supporting documents. Submit in person at your nearest SASSA office or by registered post. Keep your proof of submission — a receipt from the SASSA office or registered post slip. Include a covering letter explaining that the online deadline was missed and why.
Written appeals carry the same weight as online submissions and go through the same ITSAA review process.
If Your SRD Appeal Is Declined
If ITSAA declines your appeal the outcome for that month is final through the internal process. Two options remain.
Judicial review through the High Court. You have 180 days from the final internal decision to apply for judicial review under the Promotion of Administrative Justice Act (PAJA). This requires legal assistance.
Free legal help. Legal Aid South Africa and Black Sash both provide free assistance to grant applicants. Contact them if you believe the decline was incorrect and want to understand whether a court process is viable.
Scam Awareness for Identity Verification Failures
People experiencing identity verification failures are frequently targeted by scammers offering to fix the problem for a fee. SASSA and ITSAA will never ask for payment to process a verification or appeal. No one can fix your identity verification failure faster by paying them — the fix happens through official channels only.
Do not share your OTP, SASSA PIN, or banking password with anyone. If someone contacts you claiming to be SASSA and asks for these details, end the contact immediately and report it to SASSA on 0800 60 10 11.
Only use the official e-KYC links listed on this page. Verify the domain is srd.sassa.gov.za before entering any personal information.
Summary: What To Do If You Are Declined for Identity Verification Failed
Confirm the exact month and wording on your SRD status portal. Compare your profile details to your ID document — fix any mismatch before appealing. If your details are correct but the OTP is not arriving, work through the OTP checklist and call 0800 60 10 11 if it persists. Once the issue is resolved, appeal using identity_verification_fixed at srd.sassa.gov.za/appeals/appeal within 90 days. If beyond 90 days, submit a written appeal at your nearest SASSA office. If your appeal is declined, contact Legal Aid South Africa or Black Sash for free advice.
FAQs
Is identity verification failed a permanent rejection? Not usually. It means the automated identity match failed for the assessed month. Once the mismatch is corrected and verification passes, outcomes can change on later assessments.
Why does it fail even when my ID is valid? The check is an exact match. Small differences — spelling, name order, a surname change, a single wrong digit in the date of birth or ID number — can cause a strict automated match to fail.
I am not receiving the OTP. What should I do? Confirm the phone number linked to your SRD profile is the one you currently use. Then follow the OTP checklist above. If the problem persists, call 0800 60 10 11 and record your reference number.
Should I appeal immediately? Only appeal once your details are correct and consistent with your official ID record. Appealing while a mismatch still exists is unlikely to succeed and uses your 90-day window.
What is the appeal reason I should select? Select identity_verification_fixed on the SRD appeals portal. This is the correct appeal reason after you have resolved the underlying verification issue.
What if I recently got married or changed my surname? Update your details consistently across your SRD profile and Home Affairs record. Include your marriage certificate or Home Affairs name change confirmation as supporting evidence when you appeal.
Can someone else complete the verification on my behalf? No. Identity verification must be completed by the applicant. If you are unable to visit a SASSA office due to disability or illness, contact SASSA on 0800 60 10 11 to discuss available accommodations.
How long do I have to appeal online? 90 days from the date of the decline. After this the online portal blocks that month but you can still appeal in writing at your nearest SASSA office.
Official References
SRD status portal: srd.sassa.gov.za/sc19/status
SRD appeals portal: srd.sassa.gov.za/appeals/appeal
e-KYC hub: srd.sassa.gov.za/sc19/ekyc
e-KYC status: srd.sassa.gov.za/sc19/ekyc/status
SASSA website: sassa.gov.za
SASSA helpline: 0800 60 10 11 (free, Monday to Friday)
Department of Home Affairs: dha.gov.za
Legal Aid South Africa: legal-aid.co.za
Black Sash: blacksash.org.za
