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Problem |
Situation |
Possible Cause |
Solution |
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I get an “Unable to continue” message |
Screen message appears with “Unable to continue. We could not create your Incode ID Wallet account as your identity was not verified” |
ID not supported |
Use a supported ID |
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ID capture with glare |
Ensure ID capture is done with proper lighting conditions without glare |
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ID is damaged |
Use an ID that is not damaged |
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ID expired |
Use an ID that is not expired |
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ID is false |
Use a real ID |
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Blurry capture |
Ensure ID is static during capture |
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Double capture of the front of ID |
Capture front of ID first, then capture the back of ID |
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Printed ID |
Use a physical ID |
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Digital / in screen ID |
Use a physical ID |
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ID is too old – unable to validate face |
Use a more recent ID |
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Selfie with improper light conditions |
Capture face with proper lighting conditions |
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Blurry selfie |
Capture face while holding still |
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Using a printed picture or photocopy as a selfie |
Capture face of the person who appears in the ID |
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Using a digital picture as a selfie |
Capture face of the person who appears in the ID |
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Obstructions |
Ensure no obstructions are present during face capture |
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Eyewear |
Ensure eyewear is removed for face capture |
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Face masks |
Ensure face mask is removed for face capture |
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Partial or cut off capture |
Ensure face capture of the entire face |
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Painted face |
Capture face without paint |
I get an “Unable to continue” message
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