Common Verification Errors and Solutions
Last updated September 16, 2024
During the verification process, users might encounter various errors, either due to technical issues with the platform or errors related to the submitted data. This guide will highlight common verification errors and provide solutions to help users resolve these issues and complete the verification process successfully.
Common Verification Errors and Solutions:
- Document Upload Errors:
- Unsupported File Type: Ensure the document is in a supported file format (e.g., .jpg, .png, .pdf). Refer to the documentation for accepted file types.
- File Size Limit Exceeded: The document file size might exceed the allowed limit. Check the documentation for file size restrictions.
- Invalid Document Image: The document image might be blurry or contain obstructions. Ensure the document image is clear and legible.
- Document Verification Errors:
- Invalid Document Type: The submitted document might not be a supported document type (e.g., passport, driver's license). Consult the platform for a list of accepted document types.
- Document Tampering: The document might show signs of tampering or forgery. Ensure the document is genuine and unaltered.
- Data Mismatch: The information extracted from the document might not match the user's provided details (e.g., name, date of birth). Double-check the accuracy of the provided information.
- Facial Recognition Errors:
- Poor Lighting Conditions: Ensure sufficient and even lighting during the selfie capture. Avoid shadows or overly bright light.
- Incorrect Face Alignment: Position your face within the specified frame for accurate facial recognition. Follow the instructions provided by the platform.
- Obstructed Face: Remove any glasses, hats, or objects covering the face during the selfie capture.
- Liveness Detection Errors:
- Insufficient Movement: Ensure you follow the instructions for liveness detection, such as blinking, nodding, or moving your head.
- Spoofing Attempts: Avoid any deliberate attempts to deceive the liveness detection system using pre-recorded videos or static images.
- Technical Issues:
- Network Connectivity Problems: Ensure a stable internet connection during the verification process.
- Platform Error: If the issue persists, it could be a temporary platform error. Try again later or contact the platform support for assistance.
General Troubleshooting Tips
- Refresh Browser or App: Try refreshing your browser or closing and reopening the app to resolve minor issues.
- Clear Browser Cache: Clear your browser cache and cookies to ensure you are using the latest version of the platform.
- Contact Support: If you encounter persistent errors, contact the platform support team for assistance. Provide details of the errors, any error codes, and the steps you have taken to troubleshoot.
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