Troubleshooting IDV

The ID Verification process helps business to verify your identity, which provides you better protection against identity fraud, reducing the risk of unauthorised transactions. Once your identity is verified, you can reuse your credentials in the future for convenience.

Below are some scenarios that you may have encountered:

Troubleshooting Questions

The following are some Troubleshooting Questions that can help you if you have any questions pertaining to the Affinidi IDV solution.

Why are you unable to upload your identification document?

Here are some of the possible causes:

  • Poor image quality of Passport (e.g. blurry or low-resolution document).
  • Incorrect document type (e.g. uploading the wrong type of ID).

What you can do:

  • Ensure the document is clear, readable, and properly aligned.
  • Verify that your document is not expired or physically damaged.
  • Use good lighting and a clean background to capture the image.

Why is the system not recognising your document?

Here are some of the possible causes:

  • Your document may be expired or does not meet the required criteria.
  • The document is unclear, cropped, or affected by glare.
  • Poor lighting conditions during document capture.

What can you do:

  • Ensure your document is valid, clear, and fully visible.
  • Avoid glare and ensure proper lighting when taking a photo of the document.

Why is the live photo not being accepted?

Some of the possible causes:

  • The selfie does not match the photo on your document (e.g. angle, lighting, or facial expression).
  • The live photo or selfie does not meet quality standards (e.g. low resolution, poor lighting, or cluttered background).
  • System does not accept images or photos captured in advance.

What you can do:

  • Ensure your face is fully in the frame and clearly visible while taking the selfie.
  • Use proper background lighting.
  • Confirm that you are taking the selfie live, in real-time, without pre-captured images.

Why is the ID Verification unsuccessful?

Some of the possible causes:

  • Errors in the uploaded document (e.g. incomplete or incorrect information).
  • The document does not meet specific requirements (e.g. unsupported document type or issuing country).

What you can do:

  • Re-upload a clearer and complete version of your document.
  • Verify that your document is up to date and meets the platform’s requirements.

Why is the ID Verification taking longer than expected?

Some of the possible causes:

  • Slow internet connection or system processing delays.
  • High volume of verification requests on the platform.

What you can do:

  • Check your internet connection and ensure it is stable before retrying.
  • If the delays persist, contact the website owner.

Why should you create an Affinidi Vault?

Affinidi Vault enables you to discover, collect, store, share, and monetise your data in a fragmented world. By leveraging decentralised technologies, Affinidi Vault empowers greater control, and prioritises user-centricity in a privacy-first, consent-driven way. Learn More

Why is there a need for ID Verification?

The ID Verification process helps business to verify your identity, which provides you better protection against identity fraud, reducing the risk of unauthorised transactions.

Who is responsible for the verification process?

The ID Verification process is currently handled by Veriff, a company specialising in online identity verification and fraud prevention.

Their platform uses artificial intelligence (AI) and machine learning to verify the identity of individuals in real time through documents such as passports and driver’s licenses.

How often do you need to verify your identity?

ID Verification is required only once. However, it’s recommended to update your Verifiable Credential (VC) when your documents are renewed or updated.

Can you verify your ID without a government-issued ID?

No, a government-issued ID is mandatory to complete the verification process.

Which VC is automatically selected when a website requests your nationality?

  • The most recent VC that matches the request is selected automatically.
  • If you have multiple VCs, priority will be given to the VC from your default profile.
  • If no suitable VC is found in default profile, an error message will appear, allowing you to select a VC from another profile.

Is there any human intervention during the identity verification process?

No, the process is entirely automated and handled by AI without human intervention.

Where can you view your claimed credentials?

You can view your Claimed credentials in the My Profile section your Affinidi Vault under Claimed credentials.

What should you do if your passport expires?

Delete the old VC in your claimed credentials and complete the verification process again with your updated passport.

What happens if you close the browser before receiving confirmation from Veriff?

The verification process will not resume, and you will need to restart the IDV process.

Is email mandatory during the IDV process?

How to report an issue?

You can report issues directly to the website owner.

How to provide a feedback?

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