Have your attempts to verify your government ID been unsuccessful? In most cases, this means that your government ID or selfie did not meet the necessary criteria for approval. Here are some things to keep in mind:
When taking a selfie:
Keep your background clear and uncluttered.
Position your face and shoulders within the frame, facing the camera directly.
Refrain from wearing sunglasses, a hat, or any item that conceals your face.
Make sure that the photo you submit is clear and well-lit.
When uploading your government ID:
Make sure there is sufficient lighting.
Place your government ID against a dark and uncluttered background.
Verify that your government ID displays a name consistent with the details of your Fluz account.
Ensure that your government ID is valid, and is not expired.
Take the picture of your government ID in real time. The photo should not have been taken from a monitor or device screen.
The app won't take a photo of my ID
Ideal scenario: The camera is upright. The ID is in landscape position, not sideways. The background is plain, with no busy patterns that may "confuse" the camera from focusing on the ID itself. The photo is taken in a well-lit environment. With a steady (not shaky) hand, you are moving the camera very slowly closer or farther away, depending on the app's instructions.
If it doesn't take a photo of your ID, it could be because of the following reasons:
Your ID is not within the box.
Your camera must be upright and the ID must be in landscape (or horizontal) position, not sideways.
The instructions are not being followed.
For example, the app might be asking you to "show only one face". This means to zoom in your ID so that it shows only one of the photos/ faces on the ID. It does not mean to take a selfie.
The app is asking you to move further away, but you are not moving far away enough.
The picture is taken on a low light environment. Move to a better lit environment.
There are multiple foreign objects in the background. Take the photo against a plain background, like a desk or a wall.
The background is busy. It has stripes or patterns, so the app isn't able to focus clearly on the ID itself. You may notice that the ID itself appears blurry.
The camera is too far from the photo ID. Move the phone camera closer to the photo ID that it can clearly distinguish the photo on the ID
The camera is too close to the photo ID. Move the phone camera slightly farther ensuring that the photo ID details and the "face" on the ID itself is clear.
Your hand is shaky and unsteady. Avoid unnecessary movements.
Move the app closer or farther, very slowly. The borders of the app prompt will turn to green when done correctly and it will say "hold steady" when it's taking a photo.
If there is an issue with the ID you submitted, the app may show the screen below. In this case, make sure to make a second attempt at taking a photo of your ID.
If you have any other questions, please reach out to our Customer Team.
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More questions? Feel free to call our Customer Hotline at +1 888 960 0526. You can also use the Chat option at the bottom of your screen, or if you're on the app, go to Help and chat with us.