Test Validity
- My phone camera was out of position during the test. What happened?
- I used third-party camera software on my phone. What happened?
- My identity could not be verified because my ID photo is outdated. What happened?
- There was more than one monitor or display present during the test. What happened?
- My computer screen was blank in my phone camera video. What happened?
- I did not correctly set up my phone to record my computer. What happened?
- My phone camera recording was interrupted. What happened?
- I turned off or interfered with my phone camera view. What happened?
- The video from my phone camera is missing or corrupted. What happened?
- My identity could not be verified because my ID contains native characters, but I did not enter them in the given name and surname fields. How can I fix this?
- My test was invalid because my ID is not authentic. What happened?
- My identity could not be verified because the language on my ID cannot be interpreted. How can I fix this?
- There were multiple people detected during the liveness check. How can I fix this?
- My identity could not be verified because my eyes were closed. How can I fix this?
- The video or audio from my test session is missing or corrupted. What happened?
- There was a technical error with my test recording. What happened?
- My microphone did not work during the test. What happened?
- My camera did not work during the test. What happened?
- My identity could not be verified because the authenticity of my ID could not be confirmed. How can I fix this?
- My identity could not be verified because I submitted an ID that is different from the type of ID I selected during test setup. How can I fix this?
- My identity could not be verified because I submitted a type of ID that is not accepted. How can I fix this?
- My identity could not be verified because my ID contains native Chinese characters, but I did not enter them in the given name and surname fields. How can I fix this?
- My identity could not be verified because my ID is expired. How can I fix this?
- My identity could not be verified because I did not enter my full legal name or correct birth date. How can I fix this?
- My identity could not be verified because my ID is damaged. How can I fix this?
- My identity could not be verified because my ID was too far from the camera. How can I fix this?
- My identity could not be verified because my ID was missing. How can I fix this?
- My identity could not be verified because my face photo was cropped or obscured. How can I fix this?
- My identity could not be verified because my face photo was not a live picture. How can I fix this?
- My identity could not be verified because my face photo was missing. How can I fix this?