My ID document won't scan - what do I do?

Some users may experience the camera not scanning the document that is being used for the identity verification process. In these cases, there are troubleshooting steps in order to ensure that your document is able to be scanned and the images captured.

Troubleshooting ID Scan Issues:

1. Lighting Conditions

   Lighting that is too bright or too dim can prevent the scanner from detecting the barcode.

   • Too much light: If you are outdoors, move out of direct sunlight. If you are indoors and using a lamp or other light source, make sure it is not pointed directly at the ID card.
   • Too little light: Move the ID card to a spot where you get more light onto the surface of the card and we find that natural lighting is best.

2. Background behind ID

   Distracting backgrounds or backgrounds that are too light may impact the scan reading the front of the ID

   • Place your ID on a dark, solid background to improve contrast and barcode readability
3. Physical damage to the ID
   • If your card appears to be dirty or damaged, please wipe the card with a clean sponge or towel and try again.
   • There may be scratches or physical damage to the ID card.
4. Camera Resolution/Unsupported Device
   • The resolution of the camera of your device may be too low to be supported for this process and our scanner. Contact our support team via the chat bubble on your request or emailing us at [e-mail] to check that your device make & model is supported.

Still having issues with scanning your document? Feel free to reach out to our Support team at [e-mail]!