Why did the identification process fail?

This may be due to the quality of the image/video. Make sure you take a clear photo of your ID document. Good lightening is required but avoid glare on the ID image. An image of a scanned copy of your ID is not allowed, you must take a picture of the ID document.  

Note that you need to carry out the ID verification on your own, you cannot let someone else take the photo/video of yourself.

Updated on: 28/02/2023