Note: Identity verification for patients is rolling out in waves over the coming weeks, starting with patients of prescribers. We'll notify you as this rollout progresses. Identity verification will also be required for all providers — you'll receive a separate notification when it's your turn.
Identity verification is a step Headway uses to confirm that patients are who they say they are before receiving care. Your clients will take a photo of a government-issued photo ID and complete a brief facial scan — all within their Headway account.
The process typically takes 2–3 minutes, and only needs to be completed one time until the ID they use expires.
Who needs to complete identity verification
Identity verification is rolling out in phases:
- Patients of prescribers — rolling out now in waves to new and existing adult patients. Minor patients of prescribers will follow.
- All providers — identity verification will also be required for providers. You'll receive a separate email when it's your turn.
If you only see talk therapy clients, your patients are not currently in scope for identity verification. Your own provider identity verification is still required regardless of your prescribing status.
Your client's timely completion of identity verification can affect your ability to schedule, confirm, and conduct sessions with them.
You can share the Verifying your identity as a Headway client Help Center article directly with clients who have questions about the process.
Why we do this
Telehealth platforms have become targets for real, documented fraud — from stolen provider credentials and patients seeking controlled substances under borrowed identities, to increasingly sophisticated AI tools capable of impersonating real people on video calls. Identity verification helps prevent potential fraud, including stolen credentials, borrowed identities, med-seeking, and sophisticated AI tools and face filters.
Once complete, you and your clients will have a tamper-proof identity record that supports you in any payer or regulatory audit.
Headway is implementing identity verification to:
- Confirm identities of patients and providers on the platform
- Help prevent potential fraud, waste, and abuse
- Keep billing, claims, and medical records accurately tied to the right person
- Give providers documented, tamper-proof record of patient identity that can be used in the event of potential investigation of audit
How it works
Clients will only need to complete identity verification once — valid until the ID they used to verify expires. The verification applies across all prescribers; patients don't need to re-verify for each provider they see.
New clients booking with you
- New clients are prompted to verify their identities during account setup, though this stem may initially be deferred until a later time. Identity verification will remain as a ‘To do’ on the main page of their patient portal until it is complete.
- If the client booked the appointment: identity verification must be complete before your cancellation window, or their appointment will be automatically canceled. They can rebook once verification is complete.
- If you booked the appointment: identity verification must be complete for you to confirm the session. You can walk the client through identity verification during the session if needed — the session will not be canceled.
Existing clients who are now required to verify
- Clients will receive an email notification that IDV is now required.
- A task and banner will appear in their Headway portal.
- You can send them a reminder directly via Messages.
Clients who have completed IDV before
Some clients may reach out asking if they have to complete this requirement having verified their identity on other platforms or in other ways. Those verifications are not transferable, and the client does need to complete identity verification on Headway to work with you on the platform.
Clients will also need to verify again when their ID expires. If a client reaches out confused about being asked to re-verify, let them know this is expected — their previous verification has expired, and they just need to go through the quick process again.
What you can do to help clients
- Check verification status: You can view each client's identity verification status on the Clients tab in your provider portal. Clients who still need to complete the requirement will have an “Unverified ID” badge next to their name.
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Assist with verification during a session: If you scheduled the session with the client and they haven't yet verified their identity, you can walk them through the identity verification process during the session. Provider-booked sessions are not auto-canceled in the case of incomplete verification, so you won't be blocked from confirming the session.
If you're part of a group practice: Your group administrator can see identity verification completion status across all providers and patients in your practice from their admin dashboard. If you have questions about practice-wide completion, reach out to your admin.
Errors clients may encounter and troubleshooting
If a client runs into an issue during verification, the best first step is to point them to the Verifying your identity as a Headway client Help Center article. There, they’ll find a full list of error messages, what they mean, and what to do. Clients have up to 5 attempts to correct and resubmit their identity verification before they'll need to contact Headway support.
Adherence is tracked at the patient and provider level. If you're part of a group practice, your admin will be able to see who has completed the requirement.
Talking to your clients about verifying their identity
We understand this may be new to you and your clients. Below is guidance on how to navigate conversations, frame the requirement clearly, and address common concerns.
You can also always point clients directly to the Verifying your identity as a Headway client Help Center article.
Say: "Identity verification has always been standard in in-person healthcare — you show your ID at the front desk. Telehealth is catching up. Headway is doing this before a regulatory deadline forces it, and to protect you from identity misuse."
Say: "All you need is a valid government-issued photo ID — like a driver's license or passport — and a device with a camera. You'll take a picture of your ID, a quick selfie, and confirm a few details. Most people finish in 2–3 minutes."
Supported IDs: U.S. driver's license, U.S. passport/passport card, permanent resident card, tribal ID, foreign passport, Canadian provincial license, and USCIS employment authorization card.
Say: "You'll get a notification from Headway with a link. When you log in, you'll see a prompt to start identity verification. Just follow the steps — upload your ID, take a selfie, confirm your info — and you're done. If you'd like, we can walk through it together right now."
Walking patients through IDV during a session is the highest-trust approach and is encouraged, especially for existing patients. Providers can also send reminder nudges from their portal.
Say: "Yes — identity verification doesn't transfer between healthcare platforms. You'll need to complete it on Headway, but it's quick and only takes a couple of minutes."
Say: "Your privacy is taken very seriously. The verification runs through a HIPAA-compliant partner — the same kind of platform trusted by other healthcare companies. Your biometric scan is only kept long enough to complete and document the identity check, then deleted. Headway stores only limited details in an encrypted record that tracks anyone who accesses it to ensure it is only accessed as needed. Your data is never used for marketing."
Say: "Yes. Identity verification is run through a vetted and trusted HIPAA-compliant platform."
Say: "Access is strictly limited. Only specific authorized people at Headway can access identity records, and every access is logged. Information is shared only when necessary — with payers and regulators for claims and audits, and with our HIPAA-compliant verification partner. It is never used for marketing or non-healthcare purposes."
If client booked their own appointment, say: "If identity verification isn't completed before my cancellation window, the appointment may be automatically canceled. That's why I encourage you to take care of it now — it only takes a couple of minutes and prevents any disruption to your care."
If you scheduled the appointment, say: "I may not be able to confirm the session without your identity verification. That's why I'd love to walk through it with you right now if you have two minutes — we can get it done together."
Say: "I understand the hesitation. This works the same way as showing your ID when you check in at a doctor's office — it's just the digital version. Headway uses a HIPAA-compliant process, and most information is deleted after the check is complete. The only thing stored is basic information required to maintain your identity record. This process protects you by making sure no one else can use your identity to access care or medication in your name."
Say: "I totally understand the caution — that's actually a smart instinct. This is a legitimate request from Headway. You can verify by logging into your Headway account directly at headway.co, where you'll see the prompt to complete identity verification. You don't need to click any link in the email if you're unsure — just go straight to your portal."
Say: "If you're having trouble with the process, Headway's support team can help. You can retry the verification, and if there are persistent issues, you can contact Headway support for a manual review."
Say: "During identity verification, you'll do a brief facial scan — you'll move your head side to side. This confirms a real person is completing the verification, not someone using an AI filter or deepfake tool. Headway never uses this image for anything other than identity verification."
Say: "This is a one-time process. You won't need to do it again until your ID expires, and it covers all your providers on Headway — you don't need to re-verify for each one."
Say: "I understand the ask, but the process requires a live photo and facial scan that only you can complete — it's designed that way to protect your identity. It takes about 2–3 minutes. If you run into any issues, Headway's support team can help."
Say: "Right now this applies to patients who see a prescriber on Headway. If you only see a talk therapist, you don't currently need to verify."
Pre ages 6-8 say: “A solution for minors to verify their identity is planned for early June. Until then, minors do not have an identity verification requirement. Note that the planned solution will involve support and attestation from a parent or legal guardian.
Post ages 6-8 say: "Since minors may not have their own government ID, a parent or legal guardian can complete the process on their behalf — they don't need their own Headway account. When going through the identity verification flow, they'll be asked to confirm their relationship to your patient. From there, the guardian completes standard identity verification (a photo ID and a quick selfie), and confirms a few details about your patient, including the location for upcoming sessions. The whole process takes about five minutes, however, legal guardians may need more time to submit a document that attests to their guardianship status."
Note: The minor (or their parent/guardian, depending on who manages the account) will be prompted to verify when logging in, booking, or via an email notification from Headway. If the account owner is the minor, they can send their parent a direct link from within the verification flow.
Still need help? For client-facing issues, direct your clients to the Verifying your identity as a Headway client Help Center article. Alternatively, contact Headway support with a description of the issue you or your client is facing.