Agency Outreach - Dx Canada (Stripe KYC)
Channel: Outbound
Audience: 12k Dx
Calling Dates: 3/28-3/30
Opening: Hi [Dasher’s Name], this is [Agent’s Name] calling regarding your DoorDash, Dasher account. I’m reaching out regarding an important update about a required verification to continue Dashing. You may have seen a prior email already completed your verification, so this is a courtesy call to remind you to ensure everything is up to date.
Key Message: To comply with new regulatory requirements, Stripe, our payment partner, now requires additional verification from all Dashers in Canada. If you don’t successfully complete this process, you will not be able to continue Dashing until you do so.
Action Steps: To continue dashing, please open your Dasher app and follow the in-app instructions to complete the Stripe identity verification. Select ‘LIVENESS VERIFICATION’ For INSTANT VERIFICATION. THE OTHER OPTION WILL TAKE 4-5 DAYS AND YOU MAY HAVE TROUBLE DASHING.
For this process, you will need one photo ID document to verify your identity (Valid Passport, Driver’s license, Permanent Resident card, Provincial or territorial issued photo identity cards). You also have to take a quick selfie to complete the verification process.
If the name on your government issued ID is different from the name on the Stripe verification page, you can click ‘EDIT’ when you choose ‘Liveness Verification’ on the top right corner of the page after you make the selection. You can update your first name, last name and even address on that screen. If you have issues, contact support at 833-512-0885.
You can also chat with Dasher Support within your Dasher App.
If you're having technical trouble completing Liveness Verification, please follow these steps:
Check Camera Permissions - Make sure camera access is enabled for both the Dasher app and your default mobile browser.
Clear App Cache - Go to your phone settings and clear the cache for the Dasher app. If you are having trouble locating your app cache, please Google your phone model and follow steps widely available online.
Reinstall the App (if needed) - If you're unable to clear the cache, delete and reinstall the Dasher app. You will need to log in again after reinstalling.
Retry Verification Using Liveness Verification - Once you've completed the steps above, try verifying your identity again using Liveness Verification.
You can also verify your identity by providing two DIFFERENT documents: one to verify your identity and a second to verify your address. Selecting this option may take up to 4-5 business days to receive verification results. You will be unable to dash during this time.
Please ensure your name and address on the documents match the details exactly on your Dasher profile. If you need to update your profile, please contact Dasher Support.
Approved Documents for this option are:
One identity document; Valid Passport, Driver’s license, Permanent Resident card, Provincial or territorial issued photo identity cards, Certificate of Indian Status card, Birth certificate, Marriage certificate.
One address document; Driver’s license, Provincial or territorial issued photo identity cards, Insurance document, Utility bill, Investment account statement, Property tax statement, Bank statement.
Closing: "Please complete the Stripe verification as soon as possible to continue Dashing without issues. You will not be able to Dash after ________ if you do not successfully complete the verification. If you have any questions or need to update your information on the app, visit the Help Center or contact Dasher Support. Thank you for dashing!"