Instacart: Identity / selfie verification failure deactivation appeal

What this deactivation means

The app's selfie or ID re-check failed and locked or deactivated the account. Frequently a technology failure: bad lighting, camera glitches, an outdated reference photo, or a submission the system misread. Distinct from a background-check problem.

Where and when to appeal

The evidence that moves this reason

• A fresh, well-lit selfie matching your government ID
• front and back ID photos
• a short note on the glitch (device, lighting, app version)
• your shopper history under the same identity

What actually works

Treat it as a photo problem, not an accusation. Ask for a person to recheck your identity, send a clear new selfie with your ID, and point to your long history on the account as proof it's really you.

Good news on the odds: this is one of the reasons people win most often, when they bring the right proof.

If Instacart denies the appeal

Denied: rework the appeal and send it again, quoting the exact order ID and date. Cite Instacart's own fair-investigation clause. File a BBB complaint and a state AG consumer complaint (CA/NY/IL active). If the background or driving report is wrong, dispute it directly with the company that made it (usually Checkr). The law (FCRA) makes them recheck it, usually within 30 days, and the fixed report goes to the platform automatically. Fixing a wrong report is often the easiest win there is. Seattle's ordinance (90-day challenge, private right of action) and NYC's Dec 2025 protections apply where relevant. Individual arbitration via JAMS per the IC Agreement (CA Prop 22 opt-out window). Separate any unpaid-earnings claim (small claims) from reinstatement.