If you're having issues with the ID verification through Persona (some customers call it "facial recognition" or "registration"), here are our first suggestions to get the application to work:
1.) Make sure that you are connected to the strongest internet you have access to.
2.) Make sure that your phone settings allow "pop-ups" from whatever browser you are using. The easiest way to do this is to complete the process in a Google Chrome Incognito window.
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, 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.
If you do these steps and it doesn't work, please write to our help form describing the issue in more detail. In that inquiry please write what mobile device you're using and the browser. Please note that we do not support browsers other than Safari and Chrome and mobile devices that are not Android or iOS. If you're able to attach a screenshot, that also helps.