Help center / Verification results
Why did a verification fail?
Read the reasons on the result page and what to do about each.
Open the verification from Verifications. The result page lists every reason in plain language with its code, for example document_glare or head_turn_not_completed.
Most failures are capture problems, not identity problems: glare on the ID, a blurry photo, the face leaving the oval, or the head turn not being completed. The person can simply try again; hosted links are not used up by these.
A face mismatch or a detected spoof (printed photo, screen replay, face swap) is final for that attempt.
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