If Amazon Relay shows “Driver offboarded” after a selfie check, save the message and contact your carrier. Ask the person who manages Relay to check your driver profile and any notice sent to the company. You need to know why you were blocked and who can ask for a review.
What happens during a Relay selfie check
Amazon’s US driver guidance says Relay compares selfies taken during loads with the photo from onboarding. Unsuccessful checks are reviewed manually. Repeated failures can affect access for the driver and carrier.
That tells you how the checks work. For your own case, read the message to see whether Amazon gives a reason. A failed selfie just before an offboarding message is worth checking, but the timing alone does not confirm the cause.
Ask your carrier to check these details
- What status appears on your driver profile?
- Is there a message about your selfie, license or background check?
- Did the company receive an email explaining the block?
- Does the problem affect only you, or the company account too?
- Does the notice tell the driver or carrier how to request a review?
Send a screenshot of your app message so the carrier can compare it with its screen. If two screens show different statuses, keep both with the date. Ask which one controls whether you can take loads.
If the notice tells the carrier to open a support case, ask them to do that and share the case number with you. This gives you a clear way to follow up.
Explain what happened at the selfie prompt
Write down the time, the load and whether the prompt appeared at pickup or drop-off. Include the exact error and what the app asked you to do next.
If the camera froze or the photo would not upload, describe that. You can report what you saw without claiming to know why the system rejected the check. A screenshot of the error and a support message from the same time may help explain it.
Keep your account personal. Amazon’s driver guidance says accounts cannot be shared. Another driver’s account or photo will create a new identity problem.
Check whether the message concerns your ID or background report
Read the wording carefully. A license check, a selfie check and a background report are different parts of onboarding. Amazon says it uses an approved provider for background checks.
If the problem is in a background report, follow the instructions supplied with that report. If it concerns your license, check the details named in the notice. Send the information that answers that particular issue.
Put the driver and carrier information together
You can explain what happened in the app. The carrier can add what it sees in the company account and any message it received. Make sure both accounts of the event use the same dates and load references.
Keep all review requests and replies. Follow the deadline, if one is given in your notice. Before accepting new work, ask the carrier to confirm that you are allowed to haul again. Being able to sign in does not always answer that question.
If the company account is also restricted, the Relay carrier guide explains what the business should check. The document checklist will help you organize the driver’s part of the case.