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What can I do if the identification fails?
What can I do if the identification fails?

If you are trying to identify yourself as a Zevoy user and run into an error, check out the quick fixes below.

Updated over a month ago

Find the instructions for identification here.

Before you start the identification process, please make sure that you are in a room with sufficient lightning.


Error: Identification rejected

  • Try the identification with a different document

  • Check that all the mandatory information is included and visible in the used document:

    • First and last name

    • Date of expiry

    • Document type

    • Document number

    • Date of birth

    • Date of issue

    • Issuing country

    • Place of birth


Error: Identification inconclusive

  • Check the quality and integrity of your uploaded files to make sure they are sufficient enough for the system perform a face comparison

  • Try the identification with a different document

Error: User not found

  • Check that you are using the same email that you received the user invite to. If you are using a different email our system will not be able to identify you as an invited user.

If your problem persists, please contact support at [email protected].

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