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.
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.