Identity Verification Issues & Troubleshooting

Identity verification is a crucial step in ensuring security and regulatory compliance. If you encounter difficulties with this process, follow the tips below to resolve them quickly.
 

Check the device permissions

• Make sure the app or browser you're using has access to your camera and location.
• If you are using a browser, accept any pop-ups that request these permissions.
   

Use a well-lit environment

• Perform the process in a well-lit location to avoid shadows or poor image quality.
• Avoid reflections on the camera lens that could compromise the readability of the document.
   

Make sure your documents are legible and up-to-date

• Use valid documents, without damage or erasures.
• Make sure the information on the document is clear and legible, especially the photo, full name, and date of birth.
   

Complete the process on the same device

• If you start the process on one device, continue and finish it on the same device.
   

Complete each step before starting another

Avoid starting a new verification process without completing the one already begun, as this may cause errors.
 

Common mistakes and how to solve them

General Errors

These errors usually occurs due to technical issues. To correct them:

• Check your internet connection.
• Confirm that camera and location permissions are enabled.
• Restart your device and try again.

Document not accepted

• Please confirm that the type of document submitted is permitted (e.g., ID card, driver's license, national identity card, or passport).
• Make sure the document is within its validity period.

Facial recognition errors

• Make sure the room is well lit.
• Check if there has been any connection instability.
• Position your face correctly, following the on-screen instructions.

• Remove accessories such as sunglasses or hats that may hinder recognition.

  
  Important: The accepted formats of all documents are pdf and jpg.