Troubleshooting Verification Issues
Having trouble with verification? Here are solutions to common problems.
Document Issues
"Document is unclear"
Problem: Your ID photo is blurry or hard to read.
Solution:
- Clean your camera lens
- Use better lighting (natural daylight works best)
- Hold your camera steady
- Place the document on a dark, flat surface
- Make sure all text is in focus
"Document is incomplete"
Problem: Part of your ID is cut off.
Solution:
- Make sure all four corners are visible
- Don't crop or zoom too close
- Include the entire document in the frame
"Document not accepted"
Problem: Your ID type isn't supported.
Solution:
- Use a passport (accepted from all countries)
- Check our document requirements
- Try a different valid ID
"Document is expired"
Problem: Your ID has passed its expiration date.
Solution:
- Get your ID renewed
- Use a different valid, non-expired ID
Selfie Issues
"Selfie doesn't match ID"
Problem: Your face doesn't match the photo on your ID.
Solution:
- Remove glasses, hats, or face coverings
- Ensure good lighting on your face
- Look directly at the camera
- If your appearance has changed significantly since your ID photo, try a newer ID
"Face not detected"
Problem: The system can't find your face in the selfie.
Solution:
- Position your face in the center of the screen
- Make sure your whole face is visible
- Use good, even lighting
- Remove anything covering your face
"Liveness check failed"
Problem: The system couldn't confirm you're a real person.
Solution:
- Follow the on-screen instructions carefully
- Move your head as directed
- Blink when asked
- Make sure you're in a well-lit area
- Try in a different location
Technical Issues
Camera not working
Solution:
- Allow camera permissions in your browser/app settings
- Try a different browser (Chrome works best)
- Restart your device
- Try on a different device
Page won't load
Solution:
- Check your internet connection
- Clear your browser cache
- Disable ad blockers or VPNs
- Try a different browser
Upload keeps failing
Solution:
- Check file size (must be under 10MB)
- Use JPG or PNG format
- Try a different network
- Reduce image size
Still Stuck?
If you've tried these solutions and still can't verify:
- Wait and retry - Sometimes systems have temporary issues
- Try a different device - Use a phone instead of computer, or vice versa
- Use a different document - Try your passport instead of driver's license
- Contact support - We can help troubleshoot: support@clappay.com
When contacting support, include:
- Your account email
- What step you're stuck on
- Any error messages you see
- Screenshots if possible
Related Articles: