Veriff: Scanning ID issues
If you or your customer are having trouble scanning an ID or taking photos via Veriff, please try the following solutions.
1. Check System Status
If Veriff fails to load, it might be due to a service outage. We always update our statuspage if there are general issues with the Veriff integration.
2. Camera is not capturing the photo (Auto-capture)
The Veriff system uses "Auto-capture," which means there is no manual shutter button. The system automatically snaps the picture once the focus and lighting are perfect. If nothing happens, it is usually due to:
Glare: Reflections on the plastic of the ID make it difficult for the system to read the data. Try tilting the ID or camera slightly to avoid reflections.
Poor lighting: If the room is too dark, the camera cannot focus properly. Move to a brighter spot or turn on more lights.
Distance: Try moving the camera slightly closer or further away until the frame on the screen turns green.
3. Local device or browser errors
If the camera doesn't open or the page freezes, it might be a local issue on the device. Try the following:
Try a different browser: Copy the link from the SMS and paste it into a Private or Incognito tab or a different browser (e.g., Chrome instead of Safari).
Update your browser: Ensure your browser app (Chrome/Safari) is updated to the latest version in the App Store or Google Play Store.
Still need help?
If none of the steps above solve the issue, please reach out to our support team via the chat or at support@uniify.io. We are here to help!