The identification process can fail for many reasons and your identification be denied. Probable causes and mitigation are listed in this article.
When using a video auto-identification provider for identity verification, several issues can cause the process to fail. Here are some possible reasons and solutions:
Possible Issues
Unsupported Documents:
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Cause: Using unsupported document types, such as scans or photocopies, can lead to verification failure.
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Solution: Use original documents or supported digital formats as specified by the provider. Ensure you present a valid passport or national ID document and the document is not expired
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Environmental Factors:
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Cause: Bright backgrounds or poor lighting can affect the video quality.
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Solution: Conduct the verification in a well-lit environment with minimal background distractions.
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Camera or Device Issues:
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Cause: Problems with the camera, such as poor resolution or incorrect settings, can affect the verification process.
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Solution: Check that your camera is working properly and adjust settings if necessary. Ensure your device meets the minimum requirements for video quality
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Poor Internet Connection:
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Cause: Unstable or slow internet can disrupt the video feed, causing the verification process to fail.
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Solution: Ensure a stable and fast internet connection.
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Data Mismatch:
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Cause: If the information provided does not match the ID document or other verification sources, the process will fail.
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Solution: Ensure all details are accurate and consistent across all documents and forms
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Technical Glitches:
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Cause: System errors or glitches during the verification process can cause failures.
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Solution: Try restarting the process or contact the provider's support team for assistance.
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User Inconsistencies:
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Cause: If the user appears different from the ID photo or refuses to follow instructions, verification may fail.
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Solution: Ensure the user's appearance matches the ID photo and follow all instructions provided by the agent.
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We recommend to change your recording conditions while respecting the probable issues above and restart the identification process. This can easy be done by starting over the signing process.