FAQs and Troubleshooting
Common Reasons for Verification Failure:
Poor Image Quality:
Ensure that the photos of your documents are clear, not blurry, and fully visible.
Use good lighting to avoid shadows and reflections on the documents.
Incorrect Document Positioning:
Make sure that the entire document is within the frame.
Avoid cutting off any part of the document, and ensure all details are readable.
Liveness Check Issues:
Follow the instructions carefully during the liveness check.
Ensure your face is clearly visible and follow the prompts (e.g., blinking, turning your head).
Expired or Unsupported Documents:
Verify that the documents you are using are valid and not expired.
Use only the supported types of identification documents as specified (e.g., passport, driving licence).
Steps to Resolve Issues:
Retry the Process:
If the verification fails, you will often have the option to retry the process. Ensure you address the issues mentioned in the failure message.
Check Device Compatibility:
Ensure that your device’s camera and internet connection are functioning properly. If possible, try using a different device to complete the verification.
Frequently Asked Questions (FAQs)
Q: What should I do if my identity verification fails? A: If your verification fails, you will receive instructions on how to resolve the issue. Ensure that your identification documents are clear and that you follow the liveness check instructions accurately.
Q: How long does the identity verification process take? A: The verification process usually takes a few minutes. You will be notified of the result once the verification is complete.
Q: Can I use any device for the identity verification? A: Yes, you can use any device with a camera and internet access to complete the identity verification process.
Q: What formats of documents do you accept: Any format acceptable, files cannot be larger than 50mb.
Contact Support
For persistent issues, contact TrustForm support by emailing support@trustform.io. Provide details of the problem and any error messages received.
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