Identity verification is Headway's version of the front-desk ID check every in-person practice already does. Clients of prescribers take a photo of a government-issued ID and a brief live photo — moving their head side to side so we can confirm a real person is completing it — inside their Headway account. It takes 2–3 minutes and is done once, valid until the ID they used 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 (e.g. existing solo providers have the option to complete identity verification within their accounts starting July 15th, 2026).
If you only see talk therapy clients, your clients do not have an identity requirement at this time unless they are also receiving medication management on Headway. In that case, their prescriber can assist with identity verification.
Your own verification as a provider is still required regardless of prescribing status; that's what ties your NPI to you in our system, so no one else can bill under your name.
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: stolen provider NPIs used to bill insurance, patients seeking controlled substances under borrowed identities, and AI tools sophisticated enough to impersonate a real person on a video call. Identity verification is Headway's response to that problem. It's the same check an in-person practice does at the front desk, built for telehealth.
What this does for you: If your practice is ever subject to a payer or regulatory audit, Headway's verification record gives you documented, tamper-evident proof that you verified your identity and, if prescribing, the identity of the patients you treated. That record is your protection, not just ours.
Why now, if no rule requires it: There isn't a single regulation today that mandates this. What's clear is that telehealth regulation is moving toward identity assurance, and platforms that wait for a mandate will scramble under a tight deadline. We're building it now, in phases with lead time, so it's done carefully rather than rushed.
What's stored and who can see it: Verification runs through a HIPAA-compliant identity partner with whom we have a BAA. ID photos and the live photo are used only to verify identity — never for marketing or product development. Headway keeps a limited, encrypted identity record with every access logged, shared only where required (e.g., in event of investigation or 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 prescribers
- 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
- You'll also start seeing Unverified ID badges next to those clients' names in your client list.
- Once a deadline is active for a specific client, they'll have at least 30 days to complete it. 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.
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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
This will be new to most of your clients, and a few will find the live photo strange. That's a reasonable reaction, and the most effective response is the simplest one: this is the digital version of showing your ID in-person at the front desk of a healthcare office. Below is language for the questions you're most likely to hear.
You can also always point clients directly to the Verifying your identity as a Headway client Help Center article.
Say: "You've always shown ID at the front desk of a doctor's office — this is the equivalent for telehealth. Headway is doing it now, before a rule forces everyone to rush, and it protects you: it's how we make sure nobody else can get medication or care in your name."
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. Headway stores only limited details in an encrypted record that tracks anyone who accesses it to ensure it is only accessed as needed. The information you submit for identity verification--including your live photo--is used only for identity verification. It is never used for marketing, product development or other purposes."
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 get the hesitation — it feels different doing this on a screen than at a front desk, but it's the same check. Headway runs it through a HIPAA-compliant partner, your ID and photo are used only to verify you. It protects you: it's how we make sure no one else can use your identity to get 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: "There's a quick live photo where you move your head side to side. I know it's an unusual ask — it's there because AI filters and deepfakes can fool a regular video call now, and this is how Headway confirms a real person is completing the check. The image is never used for anything other than 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.
Troubleshooting commons issues
For assistance resolving common identity verification errors for you or your clients, please see this article in our client Help center.