Overview
This guide helps you resolve common issues that can occur when uploading your ID or completing the biometric video during identity verification.
ℹ️ Further guidance:
If you have not started the process yet, see How to complete your online ID verification.
Before you try troubleshooting
Before working through the issues below, check that:
You are using a supported browser (Chrome, Safari, Firefox, or Edge)
Your browser is up to date
Your device has a working camera and microphone
You are using an original identity document (not a scan or photocopy)
Camera Camera and microphone issues
My camera or microphone is not working
My camera or microphone is not working
If your camera or microphone does not turn on:
Check that your browser has permission to access your camera and microphone
Refresh the page and try again
Close any other apps that may be using your camera
Restart your device and reopen the verification link
If the issue continues, try opening the link in a different supported browser or on another device.
My browser is not asking for camera access
My browser is not asking for camera access
You may need to enable this manually on your device, click to open the steps for each browser or device.
iPhone (Safari)
iPhone (Safari)
Open Settings
Scroll to Safari
Tap Camera and set it to Allow
Tap Microphone and set it to Allow
Android (Chrome)
Android (Chrome)
Open Chrome and tap the three-dot menu
Go to Settings → Site settings
Tap Camera and toggle it on
Tap Microphone and toggle it on
Samsung Internet Browser
Samsung Internet Browser
Open Settings and go to Apps
Select Samsung Internet or Google Chrome
Tap Permissions
Set Camera and Microphone to Allow
I see a black screen when taking a photo or video
I see a black screen when taking a photo or video
If you see a black screen:
Close and reopen your browser
Check your camera is not being used by another application
ID upload issues
My ID will not upload
My ID will not upload
If your ID does not upload successfully:
Follow the on-screen prompts carefully
Make sure you are in a well-lit room
Ensure all details on the document are visible and unobstructed.
My ID was rejected
My ID was rejected
ID uploads may be rejected if the image quality is too low.
Check that:
The image is clear and well-lit
You are using an original document (no photocopies or screenshots)
All edges of the ID are visible in the photo
There is no glare, blur, or shadow covering the document
You may be asked to retry the upload if the image does not meet these requirements.
I cannot find my document type
I cannot find my document type
If your document type does not appear:
Confirm the correct issuing country is selected
Start typing the country name and select it from the list
If you do not have a valid document for the selected country, contact your law firm for assistance.
Biometric video issues
It says “Face not detected”
It says “Face not detected”
If the system cannot detect your face:
Make sure you are in a well-lit environment
Position your face fully within the frame
Ensure you are the only person in the video
My biometric video will not record or keeps failing
My biometric video will not record or keeps failing
If the video does not record or fails repeatedly:
Ensure that you move your head from right to left to capture both side profiles within the 15 second video recording.
Allow camera and microphone access when prompted
Avoid strong backlighting or shadows
Try switching from desktop to a smartphone or tablet
Page or link issues
The verification page is not loading
The verification page is not loading
If the page does not load:
Check that you have a stable internet connection
Try switching browsers or devices
Disable any browser extensions that may block the verification process
What to do if it still does not work
Retry the verification using a different supported device