A failed check can be frustrating, but most failures are caused by common, preventable issues. This article outlines the most common reasons a biometric check may fail and how to resolve them.
Name does not match
The name entered when creating the verification does not match the name on the ID document provided by the client.
Fix: Check the details entered when creating the verification. If the name is incorrect (e.g. missing middle names or using a different surname), delete the check and create a new verification using the name exactly as it appears on the ID document.
Document not accepted or expired
The document type may not be supported, the document may be expired, or the image could not be read clearly.
Fix: Ask your client to retry using a valid, in-date passport or driver licence. Ensure the document is photographed on a plain, well-lit surface with no glare or shadows. If the client does not have a valid photo ID, see My client doesn’t have a valid photo ID — what are their options?
Liveness check failed
The system could not confirm that the client was physically present during the selfie step. This can happen if movement is too fast or lighting conditions are poor.
Fix: Resend the verification link and ask the client to complete the check in a well-lit environment, look directly at the camera, and follow the on-screen prompts carefully.
Biometric mismatch
The facial scan did not meet the required match threshold with the photo on the ID document. This can happen if the client’s appearance has changed since the document was issued.
Fix: If you believe the client is legitimate, contact APLYiD support with the check reference number. We can review the session and advise on possible next steps.
Camera or device issue
The check could not be completed because the client’s camera was blocked, not enabled, or not functioning correctly.
Fix: Ask the client to check their browser or device camera permissions and ensure camera access is allowed. See Camera Doesn’t Open / No Allow Button for more guidance.
Connection dropped mid-check
The client lost internet connectivity or exited the session before completing the check.
Fix: Resend the verification link and advise the client to complete the check using a stable internet connection. They should avoid switching apps or locking their device during the process.
Still not sure why it failed?
If you are unsure why a check failed, contact APLYiD support and include the check reference number. We can review the session details and help you determine the next steps.