Troubleshooting: Identity Verification

Digital identity verification by Mesh ID has proven to be a simple and quick 3-step process that should not take more than just a few minutes for your client to complete. However, just like with any other new process, understandably, your clients might need help or have questions.

1. General tips

In the majority of situations, when troubleshooting, the general advice we give in this guide should be
sufficient to resolve most common problems.

General tips

2. Check the status of the verification in the corresponding project on Mesh ID

Always check the status of the verification in the corresponding project on Mesh ID
first. It should give you more information on why a particular verification failed.

Check the status of the verification in the corresponding project on Mesh ID

3. Access to the camera/upload

Ask the client to ensure they enabled access to the camera/upload on their
device.

Access to the camera/upload

4. Document visible

Ask the client to ensure that nothing is covering the document and that the
document can be clearly seen while all the details of the document are sharp and
visible

Document visible

5. Well-lit location and document ready

Ask the client to ensure that they are in a well-lit room and have the right
document at hand before they start the process. As you might know, there is a 15-minute time window to complete the process. Once the client proceeds past the screen warning them about this, they will only have 15 minutes to complete the process.

Well-lit location and document ready

6. Try again on another device

If you cannot identify the exact problem, you can always suggest to try going through
the process in another browser / on another device.

Try again on another device

7. Troubleshooting guide

Check our troubleshooting guide for more advice or if you would like to see which device/browser combinations are supported. Finally, if you are not sure what you should advise to the client, feel free to reach out to our support team.

Troubleshooting guide

8. Add a new verification

Please note that you may need to request a new verification. You can do this by going to “Actions” and choosing “Add verification”.

Add a new verification

In this guide we covered the troubleshooting for identity verification. We hope you find this guide useful, please check our other guides. If you have any questions, please reach out to our support team.

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