Failure is not a black mark
A failed attempt does not lower any score, does not go on any record a service can see, and does not limit your retries. Fix the practical cause and try again.
| What failed | Likely cause | How to fix it |
|---|---|---|
| Document scan rejected | Glare, blur, cut-off edges, or a screen/photocopy instead of the physical document | Use the physical document on a plain dark surface, in even light without overhead reflection. Fill the guide frame. |
| Document details wrong | OCR misread a field (worn print, unusual fonts) | You review every extracted field before submission — re-scan rather than submitting incorrect details. |
| Document not accepted | Expired, damaged, or not a supported document type | Use a current passport, driver licence or national ID. Expired documents cannot be verified. |
| Liveness challenge failed | Poor light, backlighting, hat or tinted glasses, moving too fast | Face a window or lamp (light on your face, not behind you), remove hats and tinted glasses, follow prompts slowly. |
| Face match failed | Selfie doesn't match the document photo confidently enough | Retry in better light. Significant appearance changes since the document photo can require a more recent document. |
| Device attestation failed | Rooted/jailbroken device, altered app, or a very old OS | Attestation-dependent (Trusted) verification is unavailable on tampered devices. On a stock device, update the OS and reinstall from the official source. |
If it keeps failing
If you have fixed the practical causes and verification still fails, work through these in order:
- Try a different supported document if you have one — condition varies between documents.
- Try a different location and time of day — daylight through a window is the most reliable light.
- Check accessibility support if a liveness challenge is not possible for you — alternative checks exist.
- Contact support at hello@det.io with what step failed and what the app reported. Never email photos of your documents.
No one will call you about a failed verification
A failed attempt never triggers a phone call, text or email asking you to “verify another way”, share codes or approve anything. Anyone contacting you like that is a scammer — see recognising scams.