I received an "Ah Snap" or "Oh Snap" message while trying to verify my identity.

Question

The signer is attempting to verify their identity but after following the steps on their phone, they received an "Ah Snap" or "Oh Snap" message that they couldn't be verified.

Answer

There are two steps the signer can take to re-attempt their verification:

1. Click the Send button to resend the text message to re-start the ID verification process

2. Scan the QR code to re-start the ID verification process

Best Practices for Taking the Photo

1. Position the camera directly over the document (not angled), and avoid glare if possible.

2. Fill the screen, but let the background surface border all corners of the document (about 10%).

3. Be sure that all four corners of the document are visible.

4. Place the document on a dark, flat surface in a well-lit area.

5. If the signer is using a passport, flatten it as best as possible. Position camera directly over bottom portion of passport (page that contains your photo), avoid glare.

6. Natural lighting may work best, avoid lighting directly above the ID card which can cause glare.