A verification that appears stuck or queued usually means the client has not completed all steps, or the result is still being processed. This article explains the most common causes and how to resolve them.
The check shows “In Progress” or “In Queue”
This means the client has opened the link but has not completed all required steps. A verification will only move to Completed once the client has:
Scanned their ID document
Completed the liveness (selfie) step
Submitted the verification
Check with your client whether they reached the final confirmation screen. If not, resend the link so they can restart the process.
The client says they completed it but you can’t see a result
First, check the Completed section in APLYiD — not just In Progress. Results may take up to a couple of minutes to appear after submission.
If several minutes have passed and there is still no result, the session may not have been successfully submitted. Resend the link and ask the client to try again, ideally on a different device or network.
The check disappeared entirely
If a check was previously visible but no longer appears, it may have been deleted or automatically archived after a period of time. See What happens once a check is Archived?
The client is stuck on a specific step
If your client reports being stuck (e.g. the camera won’t open or a loading screen does not progress), common causes include:
Camera permissions not enabled on their device → see Camera doesn’t open / No allow button
Only seeing a QR code → see Only seeing a QR code
Poor internet connection — ask them to move to a stronger Wi-Fi or mobile signal
Device or browser compatibility — recommend using a modern smartphone with Chrome or Safari
How to resend the link
Go to the 'Created' section in APLYiD
Find the client’s check
Click Actions → 'Resend' or 'Copy link'
The client will receive a new SMS with a fresh link or to email the link you can Paste the Copy Link into an email.