If you're having issues onboarding onto Swan Bitcoin through our signup process, you've come to the right place. If you're stuck somewhere in Persona (some customers call it "facial recognition", "registration" or "KYC"), here are our first suggestions to get the Persona application to work:
1.) Connected to the strongest internet you have access to.
2.) Please complete the whole process in either a Chrome, Firefox, or Safari window. Note that Brave Brower and DuckDuckGo Browsers do not work well for signup.
3.) Make sure that your phone's permissions are set to allow camera access.
on an Apple device
Go to Settings -> Chrome -> Camera, or Settings -> Safari -> Camera depending on your browser. Make sure that the setting is set to Allow.
on an Android Device
- On your Android device, open the Chrome app.
- To the right of the address bar, tap More Settings.
- Tap Site Settings.
- Tap Microphone or Camera.
- Tap to turn the camera on.
After updating your settings, please go to our website in your browser and refresh the page by pulling down on the view.
4.) Move to a location that has good lighting, and if necessary, rest the phone on a table and against a backdrop to keep it steady.
Hopefully, one of these tips will fix the issue! But if not, please write to us on our help form, letting us know:
A.) What you're seeing, what you tried so far, and any resulting error messages (screenshots encouraged).
B.) What device you're using.
C.) What browsers you've tried.