# IdentityCheck problem

**URL:** <https://community.hubspot.com/t/identitycheck-problem/149561>\
**Category:** Marketplace Apps\
**Tags:** third-party-apps\
**Created:** [May 21, 2026, 9:52am UTC](https://community.hubspot.com/t/identitycheck-problem/149561 "2026-05-21T09:52:22Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![JMadeira](https://avatars.discourse-cdn.com/v4/letter/j/c4cdca/32.png) [@JMadeira](https://community.hubspot.com/u/JMadeira)\
**Post date:** [May 21, 2026, 9:52am UTC](https://community.hubspot.com/t/identitycheck-problem/149561/1 "2026-05-21T09:52:22Z")

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Hi, I have just connected Identitycheck 3rd partie app on my account but it doesn’t change to “Connected” and I cannot see the IdentityCheck card on Contact info page.

Am I doing something wrong?

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**Author:** ![chighsmith](https://avatars.discourse-cdn.com/v4/letter/c/77aa72/32.png) [@chighsmith](https://community.hubspot.com/u/chighsmith)\
**Post date:** [May 26, 2026, 3:20pm UTC](https://community.hubspot.com/t/identitycheck-problem/149561/2 "2026-05-26T15:20:18Z")

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Hi there @JMadeira,  
Thank you for posting to the Community!  
Can you please attach a screenshot of what you are seeing in your HubSpot portal?  
Are you also able to reproduce this in an incognito window?  
Can you also please try to re-authenticate the connection? Go to **Settings → Integrations → Connected Apps** , find IdentityCheck, and check if it’s prompting you to re-authorize. Even if you installed it, OAuth sometimes requires you to complete an auth step from within the app itself!  
Looking forward to your response!  
Cassie, Community Manager