If you're having trouble completing the facial identity verification process through our app, it may be due to a few common issues.
Follow the steps below to ensure a successful verification.
1. Enable Geolocation
Before starting the facial verification process, make sure that geolocation services are enabled on your device. This is necessary for security and compliance purposes.
2. Optimize Picture Quality
Most verification failures occur due to poor picture quality. To improve the chances of a successful verification, follow these tips:
- Bright Environment: Complete the process in a well-lit area. Avoid backlighting, and ensure there are no shadows on your face or document.
- Good Camera: Use a phone with a high-quality camera. If you're using an Android device, make sure the auto-focus feature is enabled.
- Flash Settings (Android Only): Depending on the lighting conditions, enable or disable the flash to ensure the photo is clear and well-lit.
- No Additional Faces: Make sure you are the only person in the photo.
3. Check Your ID Document
Ensure that your ID document meets the following requirements:
- Original ID: Only photos of the original document are accepted. Photocopies or screenshots will not work.
- Document Condition: Your document should be undamaged and fully visible. Ensure that all the information is readable and not blurred or obscured.
- Accepted Documents: We only accept national IDs and passports. Other types of documents are not supported.
- Flat Surface: Place your document on a flat surface and make sure it is entirely within the camera frame.
4. Troubleshooting Common Issues
- If your first attempt fails, don’t worry. You can start the process again by following the steps above to ensure all conditions are met.
- Double-check that your document is not expired or damaged, as this can cause the verification to fail.
5. Additional Tips
- Restart your phone and try the verification process again to clear any temporary issues.
- If you’re still experiencing problems, try using a different device with a better camera, if available.
6. Need More Help?
If you continue to have trouble with the verification process, please reach out to our support team for further assistance.
We are here to help you through every step!