Please be in a well-lit environment with a clean background when performing facial verification. Hold the phone at eye level, keeping your facial features unobstructed. If your appearance has changed significantly since your ID photo was taken (e.g. facial hair, glasses, hairstyle), verification may fail.

Please ensure your face closely matches your ID photo, or use your most recent valid ID (e.g. renewed passport) and retry / restart verification. For identity verification of your official document (Identity card/Passport) use the original document and capture it in a well-lit environment. Minimise glares and shadows, and ensure the document is free from obstructions or alterations. Do ensure that the passport used is valid, and not expired.