CLEAR Frequently Asked Questions
Memorial has partnered with CLEAR to simplify identity verification and password resets.
This FAQ page answers common questions about CLEAR, covering topics such as how the service works, security features, tips, and more. If your question isn't addressed here, our support team is available to assist further.
To verify with CLEAR, you’ll need a CLEAR account. Already have one? Log in and snap a quick photo to verify your identity.
Not a CLEAR Member? To enroll, you must have a government-issued I.D. and a mobile device with a front-facing camera that functions. If you do not have this, please refer to your Healthcare system for alternative ways to verify that you are you.
We have plenty of tips to help you. We’ve broken them out into a few categories below.
Tips for Scanning an I.D. Document:
- Do not use a document that is heavily damaged or expired.
- Make sure your fingers are not over the edges of the document.
- Take the photo in an area with bright, even light and no shadows.
- Your I.D. photo and the information on the document must be clearly visible without a glare.
- The barcode (if applicable) must be clearly visible.
- If after taking a photo of the document several times you continue to see messages about the barcode, simply
click ‘Next’ to continue your enrollment.
Tips for Taking a Selfie:
- Take the photo in an area with bright, even light and no shadows.
- Take the photo indoors within a stable environment (e.g. not in a moving vehicle). Position yourself in front of a
solid-colored dark background—sitting down would be best. - Remove masks, heavy glasses, and hats. Brush aside long bangs.
- Hold the phone level with your eyes and keep a neutral expression.
- Follow the instructions and prompts on the screen.
- If you have trouble taking the photo and do not see on-screen instructions, use the back arrow at the top left
and begin the selfie process again.
Tips for Verifying Your Identity with the Live Selfie Cam:
- Ensure you are indoors in a well-lit area, and the light on your face is even.
- Increase the brightness of your phone screen.
- Hold still without speaking or looking away during the scan.
- If you have trouble capturing your liveness selfie, disconnect from your WiFi and try again.
Still having trouble? CLEAR is here to help—contact MemberServices@clearme.com.
- Ensure you are in an area with appropriate cell service and/or Wifi
- Provide the cell phone number associated with your device
- Make sure you are in an area with good lighting
- Ensure there are no glares on your ID
- Place ID against a dark background when capturing
- Clean camera lens
- Make sure to allow Camera access within your device settings
- Try restarting the experience
- Try restarting your phone
- Make sure you are in an area with good lighting
- Remove any eyeglasses or hats
- Tuck any loose hair away
- Make sure there is nothing obstructing your full face
- Find a solid background for your selfie
- Clean camera lens