Complete a face or liveness check only when it appears in your current Verification flow. The step may compare your live face with the photo on your identity document. Completing it does not by itself guarantee account, product or transaction approval.
How should I prepare for a face or liveness check?
Use a current device, browser and operating system with a stable internet connection.
Allow the browser or app to use the camera when prompted.
Use even lighting and avoid strong backlight or shadows across your face.
Centre your face in the frame. No other person should be visible, and remove glasses, a hat or a mask when the screen instructs you to do so.
Do not use filters, a virtual camera, a still photo, prerecorded footage or another screen. Do not let another person guide or complete the check for you.
Follow the displayed head-position or movement instructions and any retry or attempt-limit message.
What if the check does not work?
Read the exact message and correct only the issue shown. Do not keep retrying after an attempt limit appears. If the step is no longer available or cannot be reopened, use the secure route below and provide the step and exact message. Do not send a selfie or identity document through the ticket, ordinary email or chat.
Client Portal
Service Hub
Create Ticket
Account Verification
Privacy and biometric data
Face and biometric data are sensitive. Their processing, storage, retention and sharing are governed by the approved privacy notice and the processing arrangements with the verification provider. This article is not a promise that no service provider is used or that data is never retained.