Selfie/Liveness check not working

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Selfie/Liveness check not working

As part of your ID verification, Jumio will conduct a “liveness” check, this is a biometric scan which will use your webcam or phone camera to check your face against your photo ID.


Step 1: Click “Start” when you are ready. To make sure the liveness check is successful, please ensure the following:

  • Your camera is centred
  • Your face is evenly lit and stands out from the background
  • There is no glare on the camera
  • You are not covering your face
  • Your face is within the oval indicated on the screen.


Step 2: The system will then check the image quality and biometrics, this may take a moment. If a problem is flagged immediately, you will be given the option to try again. If a problem persists after 3 attempts, please contact support@instapass.io.

Step 3: Once the check has been completed you will be redirected back to Instapass. You will be able to see the status of your identity verification on the right-hand side of the screen. It may take some time to process your identity, so please do not be alarmed if it isn’t verified immediately.

If a problem persists after trying again, please contact support@instapass.io, so we can assist you.