A long-serving delivery rider has been permanently removed from the Just Eat platform after the company's facial recognition technology failed to identify him following a simple beard trim. The incident has raised serious questions about the reliance on automated systems within the gig economy.
Seven Years of Service Ended by a Shave
Adam Stockley, a 35-year-old based in London, had worked as a courier for the food delivery giant for seven years. His account was deactivated on November 25, 2025, in the middle of a delivery run, after what the company described as "multiple instances where we were unable to verify your identity."
Adam believes the root cause is a discrepancy between his official passport photo, which shows a fuller beard, and his current appearance featuring a lighter stubble after a recent trim. He claims the automated ID verification checks, which have intensified in recent months as part of a crackdown on illegal workers, repeatedly failed to recognise him.
"I’ve just trimmed my beard to a stubble – it’s not like I’ve gained weight or something. I have the exact same face," Adam explained. "It is impossible that a human looked at my request and denied it."
A 'Ruthless' Automated Process
Prior to the permanent ban, Adam's account had been temporarily suspended three times in recent months. Each time, he was reinstated after submitting a reconsideration request. However, after trimming his beard again in mid-November, he says the verification failures "skyrocketed."
His usual appeal process failed this time. Just Eat informed him he was permanently banned and barred from creating a new account, a decision he labels as "ruthless" after thousands of successful deliveries.
"There is no reason given. That’s the worst thing," Adam stated. "Just Eat was quite nice in terms of the pay but then they just seem to be very ruthless after seven years of service." The ban puts an estimated £2,000 of his annual income at risk.
Just Eat's Response and Ongoing Investigation
In a statement to the press, a Just Eat spokesperson said: "Couriers are the backbone of our business... Our strengthened daily facial recognition checks are designed to prevent abuse of the system, however, those with the Right to Work in the UK should not be impacted."
The company insisted its third-party verification technology is "incredibly sophisticated and can adapt to changes, such as variations of hair styles or facial hair." Nevertheless, they confirmed they are urgently investigating the issues with Adam's account and will update him directly.
Adam has struggled to get a human response from the company, being directed to social media channels for customer queries. He is now speaking out to highlight the potential flaws in such automated systems and to push for change, arguing that a human reviewer would have instantly recognised him.
