Quick answer
If your client's verification shows Started in Biometric > Created, they've opened the link but haven't finished. Most clients get stuck because of their browser, camera permissions or internet connection.
Ask your client to:
open the same link again on their smartphone, in Chrome (Android) or Safari (iPhone)
allow the browser to use the camera
switch off any VPN and use mobile data or home Wi-Fi rather than work Wi-Fi
They can use the same link until it's completed or expires 7 days after it was sent. You don't need to send a new one.
This guide is for APLYiD Core (support.aplyid.com). It covers clients who get stuck while doing the verification.
If your client never got the SMS (status Queued or Delivered), see My client hasn't received their verification SMS or link.
If your client says they finished but you can't see a result, see My client says they've finished, but I can't see their verification. Where is it?
What your client does in the verification
Opens the link on their smartphone and agrees to the terms.
Allows their browser to use their location and camera when asked.
Taps Capture my ID and photographs their ID. For a driver licence, they photograph the front and then the back. A passport only needs the photo page.
Checks the details read from their ID.
Records a short selfie video.
Where clients get stuck and how to fix it
What your client sees | Likely cause | What to do |
A message asking them to open the link in Chrome or Safari | The link opened in another browser or app. | Copy the link and paste it into Chrome (Android) or Safari (iPhone). See Why is my client being asked to open the link in Chrome or Safari? |
A QR code instead of the verification | They're on a computer, or their phone browser is in desktop mode. | Open the link on a smartphone, and turn off "Desktop site" (Chrome) or tap "Request Mobile Website" (Safari). See Why is my client seeing a QR code instead of the verification? |
Nothing happens after tapping Capture my ID, a black screen, or no Allow button | The browser isn't allowed to use the camera. | Turn on camera access for the browser in the phone's settings, then open the link again. See Client's camera won't open, shows a black screen, or there's no 'Allow' button. |
A black screen on an iPhone in Chrome | Some iPhones have camera problems in Chrome. | Open the link in Safari instead. |
A loading screen or progress bar that doesn't move | A weak or restricted connection, e.g. work Wi-Fi, a VPN, iCloud Private Relay or antivirus software. | Switch off the VPN and use mobile data or home Wi-Fi, then open the link again. |
"Please rotate your device to portrait" | The phone is in landscape, or a foldable phone is open. | Hold the phone upright. On a foldable phone, close it and use the front screen. |
The ID photo isn't accepted | Glare, blur, or the edges of the ID are cut off. | Retake it in good light, on a plain surface, with all four edges in the frame and no glare. |
The page won't load on an older phone | The phone can't run an up-to-date browser. | Use a newer smartphone, e.g. a family member's, with the same link. |
Can my client start again with the same link?
Yes. The link keeps working until your client completes the verification, or until it expires 7 days after it was sent. They can close it and open it again from the SMS or email.
They can also open it on a different smartphone. Forward the SMS or email them the link (in Biometric > Created, click Actions > Copy link).
Should I resend the link?
Only if the link has expired or your client has lost it. Resending creates a new link and the old one stops working, so make sure your client uses the newest link. See How do I resend a verification link to my client?
If your client sees "link expired" when it hasn't been 7 days, check whether the link was resent. If it wasn't, it's usually a browser problem, so ask them to try Chrome (Android) or Safari (iPhone) first.
Frequently Asked Questions
Can my client do it on a computer or tablet?
No. The verification needs a smartphone camera. On a computer, they'll see a QR code to scan with their phone.
Am I charged if my client gets stuck?
No. You're only charged when your client completes the verification.
My client doesn't have a smartphone.
They can use someone else's smartphone with the same link. If that's not possible and you've sighted their NZ or AU licence or passport, you can run a manual verification. See How do I run a manual verification?
Still stuck?
Contact APLYiD Support with:
the verification reference
your client's name and mobile number
their phone model and the browser they used
what they see, ideally a screenshot