Online Check-In: How to Verify Your Identity with Persona

What is Persona?

Indie Campers takes legal and security obligations seriously, so we collect and verify information from all clients who book a campervan. To make this process easy and convenient, we've partnered with Persona for your driver's license and ID upload verification. It is an essential step to ensure a smooth pickup process.

Please note that completing your verification no later than 3 hours before your scheduled pick-up time is essential for legal and security reasons. Failing to do so may prevent us from delivering your vehicle which may affect your trip.

Before you start

• Have your driver's licence to hand, plus your passport or national ID as a backup.
• Use Google Chrome on a laptop or desktop if you can — it's the most reliable setup. A phone works, but is where most upload problems happen.
• Find a spot with good, even light and a plain background.
• Online check-in opens 30 days before pick-up, and only for Indie Campers fleet vehicles. If you booked a vehicle from a private host on our Marketplace, there is no online check-in — your host will tell you what to bring.

Step 1 — Log in and open "My Bookings"

Log in on our website (top-right corner) using the same email address you booked with — if your booking isn't showing, this is almost always why. In the Client Area, choose My Bookings from the left-hand menu and open your booking.

Step 2 — Click "Insert your documents"

The orange Insert your documents button takes you to Persona. This button is the document upload — there's nowhere else to add documents, and we never accept them by chat, email or WhatsApp.

Step 3 — The three Persona steps

1. Driver's licence. Upload the front and back. This is the main check and Persona will ask for your licence first, not a passport. You have five attempts.
2. Passport or national ID — only if the licence fails. If Persona can't verify your licence (older paper or pink-format licences, or a licence from a country Persona doesn't support), it offers to verify a passport or national ID instead. Choose the country that issued that document, then upload it. Don't stop when the licence step fails — this fallback exists for exactly that situation.
3. Selfie. Look straight ahead, then to the right, then to the left. Take your glasses off, as you would for a passport photo. If you use up your attempts here, the session is temporarily blocked and you'll need to contact us.

Step 4 — What happens next

Once Persona shows your verification as complete, go back to your booking: the Start online check-in button is now unlocked. Follow How does the Online Check-in work? for the remaining steps (times, drivers, extras, payment).

Tips for a clean capture

• Whole document in frame, all four corners, no fingers over the text.
• No glare — angle the document away from lights and windows.
• Hold the camera steady about 40 cm away; not too close, not too far.
• If Persona rejects a photo it tells you why — follow its message rather than retrying the same shot.
• If the live camera keeps failing, choose upload from files when offered, and use a photo you took beforehand (a scanning app on your phone gives the best results).

If Persona can't read your licence

Older paper or pink-format European licences — France, Germany and Belgium are the common ones — are the usual cause. Work through these in order:

1. Switch to Chrome on a computer and retry in good light.
2. Let the licence step fail, then use the fallback. Use your five attempts; when Persona offers the passport/ID option, complete it, then do the selfie.
3. Finish all three steps, even if the result says "failed". When your licence, your passport/ID and your selfie have all been submitted through Persona, our team can review them manually and approve your documents. Contact us on the 24/7 web chat (bottom-right of the website) or by submitting a request, and tell us you've completed all three steps.

If both your licence and your ID are from a country Persona doesn't support, contact us and we'll take it from there.

For your security, we never ask for — and cannot accept — photos of identity documents over chat, email or WhatsApp. Everything goes through Persona.

Pick-up is soon and it still won't go through

Contact us on the 24/7 web chat straight away. Tell us your pick-up time and confirm that all three Persona steps have been submitted; we'll prioritise the manual review. Please do this before you set off for the depot — verification is a pick-up requirement, not something to sort out on arrival.