Troubleshooting Identify Verification (IDV)

Troubleshooting Identity Verification: Image Capture Issues 📸

When completing identity verification (IDV), some users may encounter issues during the image capture process. Below are common problems and how to resolve them.

⬆️1. I can't start uploading my ID document 

Possible reasons:

• You've reached the maximum number of allowed ID upload attempts (typically 3).

• You've already successfully completed identity verification.

What to do:

• If you’ve attempted verification multiple times, your access may be temporarily restricted. Please contact support for assistance.

• If you're already verified, no further action is needed unless your name or details have changed.

🌏2. The app doesn’t recognize my ID in the camera view

Tips to fix this:

• Allow camera access: Make sure you've granted permission to use your device's camera.

• Lighting matters: Use a well-lit room and avoid glare.

• Flat, dark background: Place your ID on a dark, flat surface for better contrast.

• Hold steady and straight: Keep the camera directly above your ID, not at an angle.

• Fill the frame: Ensure the ID fills the viewfinder with all corners visible.

👥3. The app can’t capture my facial image

Facial recognition works best when your face is clearly visible and centered.

How to improve facial capture:

• Use a well-lit, naturally lit environment.

• Follow any on-screen prompts (like adjusting your distance).

• Make sure your entire face is visible, unobstructed, and centered in the viewfinder.

---

Troubleshooting Identity Verification: Image Verification Issues ⛔

Once you’ve uploaded your ID and facial image, the system verifies them. In some cases, verification may fail. Here's why that might happen and what to do next.

❌1. You're name and ID do not match

If your name within the RSAC App does not match your government ID, it will result in a verification failure. 

What to do: 

• Please ensure that your name in the "Your Information" section of Profile & Settings matches your government-issued ID. You are allowed up to three attempts to complete this process. If all three attempts are unsuccessful, your ability to verify with IDV will be temporarily suspended. For further assistance after reaching this limit, please contact support.

⬇️2. You're under the permitted age

If your verified date of birth indicates you're outside the allowed age range, you won't be able to proceed.

What to do:

• Contact support for clarification or next steps.

👀3. Your ID images couldn’t be read

If the images of your ID were too blurry or unclear, the system may not be able to verify them.

What to do:

• Retake your photos carefully. You have up to 3 attempts.

• After 3 failed attempts, you’ll be routed to support for further help.

👥4.Your facial image didn’t match your ID

This may happen if:

• The photo on your ID doesn’t match your current facial image.

• The facial image was obscured or manipulated.

• A different person attempted to use your ID.

What to do:

• Try again. You have up to 3 attempts.

• After 3 failed attempts, you’ll be routed to support for further review.

📅5. Your ID is invalid

This includes:

• Expired IDs.

• IDs flagged as stolen or fraudulent.

What to do:

• Unfortunately, this results in an immediate failure.

• You’ll be directed to contact support for escalation.

🌐6. Your identity matched a watchlist

If your information appears on a global or U.S. watchlist, verification cannot proceed.

What to do:

• You’ll be directed to support immediately for assistance.

🗺️7. Unsupported country or document type

While we support a wide range of ID types globally, some combinations may not be supported.

What to do:

• If your ID is unsupported, contact support. They can escalate the issue for further review.