I can't complete account verification — what should I do?

The page won't load

• Clear your browser cache and cookies, then try again
• Try a different browser (Chrome or Safari tend to work best)
• If using a desktop, try switching to your mobile device and using the QR code option

The camera won't activate

• Make sure your browser has permission to access your camera (check your browser or device privacy settings)
• Close any other apps that might be using the camera
• Restart your browser and try again

The liveness check keeps failing

• Improve the lighting in your environment
• Remove glasses or anything covering your face
• Make sure your face is centred in the frame and move slowly

I keep getting an error after submitting

If you receive an error message after submitting your documents, note the error code if one is shown and contact our support team via live chat. Our team can check what went wrong on our end and advise you on next steps.

Important: If none of the above resolves your issue, don't submit documents multiple times — contact live support first so we can diagnose the problem and avoid triggering additional flags on your account.