Selfie checks to keep your account secure

Our priority is your safety and security, and that includes the security of your rider account and access to the rider app. So it's really important that we protect your account from anyone trying to access it without permission.

In order to help keep your account secure and make sure no one else is trying to access it, we'll ask you to take a quick selfie every so often. The aim is to verify your identity and right to work as the account holder.

The check only takes a few seconds to complete and can be carried out with facial recognition technology from our trusted identity check partner, Onfido. Or if you prefer, you can request a manual check where one of our team will review your selfie and confirm if it's you – simply tap ‘Manual check’ in the app. This option will take a little longer, as our team will need to manually check your selfie.

You can complete the check by tapping the identity check in the Profile screen.

Your selfie will be compared to the selfie or photo ID you submitted during your onboarding (either by Onfido’s secure technology or, if you choose the manual check option, it will be reviewed by a member of our team). If for any reason your selfie can't be recognised, or someone else is using your account as a substitute when we ask for a selfie, you can complete the check later.

In case you still have any difficulty having your selfie recognised, you can request a manual review where a member of our team will review your selfie to confirm if it's you.

If your identity has not been successfully verified, you'll be unable to go online until you complete the check.

Working with substitutes

For self-employed riders only, if you let someone else use your account to complete orders on your behalf (a substitute) you'll still need to complete an identity check yourself as the Deliveroo account holder, to prove you still have control of the account. 

Add your substitutes in the rider app

For self-employed riders only, we are rolling out functionality which will allow you to add your substitutes in the rider app. Go to the Profile page in the rider app and tap Subcontractors. Then, tap the + symbol in the top right corner and fill in the name, phone number and email of your substitute. We’ll send them an email invite to confirm they want to be added to your account. Any other changes to your personal details on your Profile page will need to be verified separately by our team.

Once your substitute has accepted the invite, they will need to submit their selfie, ID and right to work document. While these documents are being verified by our services, your substitute can complete orders on their substitute rider account.

Here’s what your substitute will need to do:

Before riding, your substitute can log into the rider app using their phone number. Then, they will need to take a selfie and provide their ID and right to work document, (such as a passport or ID card for EU citizens, or a passport and a visa or work permit for non-EU citizens). Our team will check their selfie and verify their identity and right to work. Once their documents are submitted, your substitute can begin delivering orders using their account. Every so often, we’ll ask for a selfie check to verify the identity of the person completing orders on the rider account, whether you or your substitute.

The selfie will be compared to the selfie or photo ID submitted during onboarding (either by Onfido’s secure technology or, if the manual check option is chosen, it will be reviewed by a member of our team).

The aim of these new checks is to help keep your account secure, and ensure you can continue to enjoy the flexible work that we know you value. If you have any questions about these checks or need support at any time, get in contact.