How to resolve identity verification difficulties

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Identity verification is a key step in ensuring security and compliance with regulations. If you encounter difficulties in this process, follow the tips below to solve them quickly.

  1. Check device permissions
    • Make sure the app or browser you use has access to the camera and location.
    • If you're in a browser, accept pop-ups that ask for these permissions.
  2. Use a well-lit environment
    • Perform the process in a well-lit place to avoid shadows or poor quality in capturing images.
    • Avoid reflections on the camera lens that could compromise the reading of the document.
  3. Make sure your documents are legible and up-to-date
    • Use valid documents, without damage or erasures.
    • Make sure that the data in the document is clear and legible, especially photo, full name, and document number.
  4. Finish the process on the same device
    • If you start the process on a device, continue and finish on it.
    • If you choose to use a QR code to switch to a mobile device, complete the procedure on the same mobile device.
  5. Complete each step before starting another
    • Avoid starting a new verification process without completing the one that has already been started, as this can cause failures.

Common Mistakes and How to Solve Them

  • "Something went wrong"
    This error usually occurs for technical reasons. To fix it:
    • Check the internet connection.
    • Confirm that the camera and location permissions are enabled.
    • Restart your device and try again.
  • Document not accepted
    • Confirm that the type of document sent is allowed (e.g., RG, CNH, CIN or passport).
    • Make sure that the document is within the expiration date.
  • Error in facial recognition
    • Make sure the room is well lit.
    • Check that there was no connection instability.
    • Position your face correctly, following the instructions on the screen.
    • Remove accessories such as sunglasses or caps that may make it difficult to recognize.

Still struggling?

If you can't complete the verification even after following these tips, please contact our support team. We are ready to help you solve any problem.

Identity verification is an important requirement for your security and compliance with new regulations. Make sure to complete the process as soon as possible to access all the features of our platform!

 

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