The page won't load
Clear your browser cache and cookies, then try again
Try a different browser (Chrome or Safari tend to work best)
If using a desktop, try switching to your mobile device and using the QR code option
The camera won't activate
Make sure your browser has permission to access your camera (check your browser or device privacy settings)
Close any other apps that might be using the camera
Restart your browser and try again
The liveness check keeps failing
Improve the lighting in your environment
Remove glasses or anything covering your face
Make sure your face is centred in the frame and move slowly
I keep getting an error after submitting
If you receive an error message after submitting your documents, note the error code if one is shown and contact our support team via live chat. Our team can check what went wrong on our end and advise you on next steps.
Important: If none of the above resolves your issue, don't submit documents multiple times — contact live support first so we can diagnose the problem and avoid triggering additional flags on your account.