The liveness check asks you to follow camera prompts as part of identity verification. It helps check that the person completing the flow is present, rather than relying only on a still photograph.
Get ready
Use a device with a working camera and enough light to see your face clearly.
Remove sunglasses or other items that obscure your face.
Position yourself in the frame shown by the verification screen.
Use a stable connection and follow the instructions on your own device.
During the check
The flow may ask you to look at the camera, move your head in a particular direction or hold still. Follow the current on-screen prompts rather than trying to copy someone else's movements or a video tutorial. Do not use another person's photo or ask them to complete it for you.
The capture and the subsequent account review are separate steps. Completing the camera prompts does not, on its own, mean that all verification checks have finished.
If the camera will not work
Check whether the browser is asking for camera permission. If you denied it, review the permission for the verification page and try again. If your verification flow offers a secure handoff to your phone, use that option rather than sending a selfie to chat.
Contact support if the check repeatedly fails. Include your device, browser, the error wording and which step stopped. Do not send a face video or identity document by email or chat.
For information about verification data and retention, read the Privacy Policy.