Troubleshooting
This documentation provides solutions for common issues encountered by users during identity verification with Sovos Online ID.
Document photo problems
The system rejects a document photo because it is blurry, poorly framed, poorly illuminated, affected by shadows or glare, or any condition that makes the text unreadable, or the system detects that the document is expired.
Your camera cannot focus properly, lighting creates glare or shadows, or you're holding your device too close or too far from the document, or the document has expired. Moving while you capture the photo or using a device without autofocus also creates blurry images.
- Check the image capture requirements and tips topic for detailed guidance on document photo capture.
- Apply these solutions based on your specific issue:
- Clean your camera lens.
- Retake the photo in good lighting on a flat, plain surface with the document clearly focused and flash off.
- Verify that your document is valid and not expired.
Selfie capture problems
The system rejects the selfie because it cannot detect your face, your selfie appears too dark, or liveness detection keeps failing. These issues prevent the system from comparing your selfie with the photo on your document.
Face detection fails when lighting is poor, your face is partially covered, or you're not positioned directly in front of the camera. Liveness detection fails when you move too quickly, move your face outside the frame, or wear items that obscure facial features like glasses or hats.
- Check the Image capture requirements and tips documentation for detailed guidance on selfie capture.
- Apply these solutions based on your specific issue:
- Restart the verification process and retake the photo.
- Remove glasses, hats, masks, and anything else covering your face.
- Move to a location with more consistent lighting before trying again.
- Keep your entire face in the frame.
- Follow the on-screen liveness prompts to complete the verification process.
Camera and device problems
Your camera won't activate, your browser shows an unsupported message, or your camera features don't match the minimum requirements, preventing you from starting or completing the verification process.
You haven't granted camera access permissions, your browser is outdated, or your device doesn't meet the minimum requirements.
- Apply these solutions for browser issues:
- Check your browser settings and grant camera permissions when prompted.
- Clear your browser cache and cookies.
- Update your browser to the latest version.
- Restart your browser or app.
- Try using a different browser.
- Apply these solutions for device issues:
- Check that your device has an HD camera.
- Close any other apps or browser tabs that might be using your camera.
- If the camera still doesn't work, restart your device.
- If your device doesn't meet the camera requirements, use a different device with an HD camera.
Session and connection problems
You see a message saying your session expired, verification is taking longer than expected, or you cannot submit your verification. These timing and connectivity issues interrupt the verification process.
You take longer than the default time to complete verification or your internet connection is unstable.
- Check that your internet connection is stable before restarting.
- Have your document on hand and ready before you begin.
- Keep your browser or app open during the entire process.
- Complete verification within the default time shown on the screen.
- If you see a session expired message, restart the verification process from the beginning.
- If verification is taking longer than expected, check your internet connection and wait a few minutes.
- If delays continue, refresh the page and restart.
- Try switching to a different network (like mobile data instead of Wi-Fi) if connection problems persist.
Validation messages
The system shows messages during the process to ensure your photos meet the requirements for accurate verification.
Validation messages tell you specifically what's wrong with your photo so you can fix it and recapture. Each message relates to a specific quality requirement.
Contact support
If you've tried all the troubleshooting steps but still cannot complete verification, or you're getting error codes you do not understand, you can contact the support team.
Gather this information before contacting support:
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Error codes or messages received.
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Which step in the process is failing. Example: document capture, selfie, or validation.
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Device type and browser version.
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Screenshots of error messages, if possible.