Troubleshooting identity verification
The following use cases provide solutions to common identity verification issue.
I cannot take a selfie
- Solution
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If you’re having trouble taking a selfie, in PingID mobile app, try the following:
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Move to an environment with good lighting.
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Make sure there’s nothing blocking your face.
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Position the camera directly in front of your face.
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Move the camera farther from or closer to frame to:
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Position your face in the center of the oval.
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Make sure all of your face appears inside the oval.
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Make sure your camera doesn’t move while you are taking the selfie.
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If you’re still unable to take a selfie, contact your employer’s support team.
I cannot capture my ID
- Solution
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Place the ID on a flat surface and hold the camera horizontally over the ID, and then make sure that:
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All four corners of the ID are visible by the camera, and in focus.
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The camera is steady when taking the picture.
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You’re in an environment with good lighting.
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There’s no glare on the ID.
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Nothing is blocking the ID, including your fingers.
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Make sure you are using a permitted ID. You can use a government-issued identity document with a photo to verify your ID, such as an:
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ID card
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Passport or passport card
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Driver license
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Residence permit or visa
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If your ID is not on this list, you can check with the employerorganization making the verification request to see if they can accept it.
Why did my ID verification fail?
- Solution
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There are various reasons that verification may fail, including:
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The ID type that you presented is not accepted by the employer or is not a supported ID type.
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The image quality is too poor for the selfie or ID captured.
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The ID document is not readable, the ID is damaged, or the ID barcode is damaged.
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Some employers do not accept expired IDs.
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The criteria for verification can vary between employers. For more specific information, contact the employer that is making the verification request.