How to Resolve Identity Verification Difficulties

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

1. Check device permissions
   • Make sure the app or browser you use has access to your camera and location.
   • If you're in a browser, accept any pop-ups asking for these permissions.
2. Use an environment with good lighting
   • Carry out the process in a well-lit location to avoid shadows or low quality when capturing images.
   • Avoid reflections on the camera lens that could compromise the reading of the document.
3. Make sure your documents are legible and up to date
   • Use valid documents, without damage or erasures.
   • Make sure the data on the document is clear and legible, especially the photo, full name and date of birth.
4. Complete the process on the same device
   • If you start the process on a device, continue and finish on the same device.
   • If you choose to use a QR code to switch to a mobile device, complete the procedure on the same mobile device.
5. Complete each step before starting another
   • Avoid starting a new verification process without completing the one you have already started, as this may cause failures.

Common Mistakes and How to Solve Them

• "Something went wrong"
  This error usually occurs due to technical issues. To fix it:
  • Check your internet connection.
  • Confirm that camera and location permissions are enabled.
  • Restart your device and try again.
• Document not accepted
  • Confirm that the type of document sent is permitted (Only identity card is allowed!).
  • Make sure the document is within its validity period.
• Facial recognition error
  • Make sure the room is well lit.
  • Check that there is no connection instability.
  • Position your face correctly, following the on-screen instructions.
  • Remove accessories such as sunglasses or hats that may make it difficult to recognize.

Still having trouble?

If you're still not able to verify your account, please contact us through one of our support channels. Kindly provide a clear photo of your ID, along with a selfie where you are holding the ID and all information is clearly visible.