# seal.ID FAQ

### Identification steps

<table data-view="cards"><thead><tr><th></th><th data-hidden data-card-target data-type="content-ref"></th><th data-hidden data-card-cover data-type="files"></th></tr></thead><tbody><tr><td>Scan QR Code</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#scan-qr-code">/pages/3UHB0oF1FPfCB1VDM6in#scan-qr-code</a></td><td><a href="/files/i2yHhK57h7ovRXhpoa5k">/files/i2yHhK57h7ovRXhpoa5k</a></td></tr><tr><td>Terms &#x26; Conditions</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#terms-and-conditions">/pages/3UHB0oF1FPfCB1VDM6in#terms-and-conditions</a></td><td><a href="/files/8RxVpjUqklNdYhvwNSHp">/files/8RxVpjUqklNdYhvwNSHp</a></td></tr><tr><td>Introduction</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#introduction">/pages/3UHB0oF1FPfCB1VDM6in#introduction</a></td><td><a href="/files/tDwTB45MStGGqG6dpemr">/files/tDwTB45MStGGqG6dpemr</a></td></tr><tr><td>OTP Step</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#otp-step">/pages/3UHB0oF1FPfCB1VDM6in#otp-step</a></td><td><a href="/files/K6XBHeLSj8Txumw3NW6w">/files/K6XBHeLSj8Txumw3NW6w</a></td></tr><tr><td>Scan of front page</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#scan-of-front-page">/pages/3UHB0oF1FPfCB1VDM6in#scan-of-front-page</a></td><td><a href="/files/wvRMfKjZGjQHKwc1BDN3">/files/wvRMfKjZGjQHKwc1BDN3</a></td></tr><tr><td>Scan of backside</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#scan-of-backside">/pages/3UHB0oF1FPfCB1VDM6in#scan-of-backside</a></td><td><a href="/files/oFaNLHNrsntPZQQQkVDK">/files/oFaNLHNrsntPZQQQkVDK</a></td></tr><tr><td>Capture of security feature</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#capture-of-security-feature">/pages/3UHB0oF1FPfCB1VDM6in#capture-of-security-feature</a></td><td><a href="/files/nPaLLyhiERGUHTY5dW2h">/files/nPaLLyhiERGUHTY5dW2h</a></td></tr><tr><td>Start of selfie-step</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#start-of-selfie-step">/pages/3UHB0oF1FPfCB1VDM6in#start-of-selfie-step</a></td><td><a href="/files/rFQSODSSOe6QA9ViDpJB">/files/rFQSODSSOe6QA9ViDpJB</a></td></tr><tr><td>Fullscreen request for selfie</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#fullscreen-request-for-selfie">/pages/3UHB0oF1FPfCB1VDM6in#fullscreen-request-for-selfie</a></td><td><a href="/files/2qS7sk3PXYW7SXTbbpgP">/files/2qS7sk3PXYW7SXTbbpgP</a></td></tr><tr><td>Initial capture of face</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#initial-capture-of-face">/pages/3UHB0oF1FPfCB1VDM6in#initial-capture-of-face</a></td><td><a href="/files/WsbZR8DmGZeNSn2iV3TD">/files/WsbZR8DmGZeNSn2iV3TD</a></td></tr><tr><td>Closeup capture of face</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#closeup-capture-of-face">/pages/3UHB0oF1FPfCB1VDM6in#closeup-capture-of-face</a></td><td><a href="/files/2aqbyowpH9RNhK8LZXq2">/files/2aqbyowpH9RNhK8LZXq2</a></td></tr><tr><td>Submission of data</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#submission-of-data">/pages/3UHB0oF1FPfCB1VDM6in#submission-of-data</a></td><td><a href="/files/5koPIR1Sn9PIv6E27yOe">/files/5koPIR1Sn9PIv6E27yOe</a></td></tr><tr><td>Completion of identification</td><td><a href="/pages/3UHB0oF1FPfCB1VDM6in#completion-of-identification">/pages/3UHB0oF1FPfCB1VDM6in#completion-of-identification</a></td><td><a href="/files/guy6are2gkrT5KOD5rrX">/files/guy6are2gkrT5KOD5rrX</a></td></tr></tbody></table>

### One-Time signing

<table data-view="cards"><thead><tr><th></th><th data-hidden data-card-cover data-type="files"></th></tr></thead><tbody><tr><td>Check contract to be signed</td><td><a href="/files/f8aoodMbuaIMUmr4tJqH">/files/f8aoodMbuaIMUmr4tJqH</a></td></tr><tr><td>Enter OTP code</td><td><a href="/files/w1pXAnjszQT5zOb49ESL">/files/w1pXAnjszQT5zOb49ESL</a></td></tr><tr><td>Signature completed</td><td><a href="/files/Z8WHU138SaFURkrrg6gL">/files/Z8WHU138SaFURkrrg6gL</a></td></tr></tbody></table>

### Questions in regards to a specific step

#### Scan QR Code

<table><thead><tr><th width="261" valign="top">Question / Issue</th><th width="184" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">The QR Code is not showing</td><td valign="top">Internet connectivity</td><td valign="top"><ul><li>Check the connectivity of the device and ensure a stable internet connection</li><li>It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith</li><li>Check if connected to a corporate WiFi since these could restrict access to certain web-functions</li></ul></td></tr></tbody></table>

#### Terms & Conditions

<table><thead><tr><th width="261" valign="top">Question / Issue</th><th width="182" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">Process can't be continued</td><td valign="top">User input</td><td valign="top"><ul><li>Ensure that all displayed documents are being accepted by switching the toggles</li></ul></td></tr><tr><td valign="top">T&#x26;C Cannot be opened</td><td valign="top">Internet connectivity</td><td valign="top"><ul><li>Check the connectivity of the device and ensure a stable internet connection</li><li>It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith</li><li>Check if connected to a corporate WiFi since these could restrict access to certain web-functions</li></ul></td></tr></tbody></table>

#### Introduction

<table><thead><tr><th width="262" valign="top">Question / Issue</th><th width="183" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">No "OK, I'm ready" Button is visible<br><img src="/files/12f3YZRmYhU3vF5lpShK" alt=""></td><td valign="top">User interface</td><td valign="top"><ul><li>Depending on the integration, the frame, in which the process is rendered, is not high enough to show all relevant information</li><li>Check if the screen can be scrolled down to make the "OK, I'm ready" Button visible</li><li>For integrators: Ensure that the Frame in which the process is rendered, provides sufficient room for all elements to be displayed properly</li></ul></td></tr></tbody></table>

#### OTP Step

<table><thead><tr><th width="264" valign="top">Question / Issue</th><th width="183" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">SMS is not received</td><td valign="top">Telco connectivity</td><td valign="top"><ul><li>Check proper reception - Not only Internet/WiFi but LTE Signal</li><li>Check if the phone is in airplane mode and disable it to ensure LTE Signal reception</li><li>Ensure that the correct phone number has been entere by verifying the displayed digits</li><li>Click "Resend Code"</li></ul></td></tr></tbody></table>

#### Scan of front page

<table><thead><tr><th width="262" valign="top">Question / Issue</th><th width="190" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">My document is not being recognized and I cannot proceed with the process</td><td valign="top">Identification document</td><td valign="top"><ul><li>Ensure that the document used is on the list of supported documents as listed <a href="https://docs.mideal.io/digital-trust-platform/service-description/digital-trust-platform-service-overview/onboarding-services/seal.id/seal.id-supported-countries-and-id-documents">here</a></li><li>Perform the scanning with proper lighting conditions so that the document is clearly visible</li><li>If possible, perform the identification on a mobile phone with the integrated camera</li></ul></td></tr><tr><td valign="top"><p></p><p>"No document detected" displayed</p><div><figure><img src="/files/5KcAQhGOU1YkvDaiW34O" alt=""><figcaption></figcaption></figure></div></td><td valign="top">Environment conditions</td><td valign="top"><ul><li><p>Ensure proper lighting</p><ul><li>Provide a bright and evenly lit environment</li><li>Avoid reflections on the document</li><li>Avoid over-exposure</li></ul></li><li><p>Hold the document steady</p><ul><li>If the identification is being done on a mobile phone: Place the document on an even surface to avoid shaking</li></ul></li><li><p>Check the connectivity of the device and ensure a stable internet connection</p><ul><li>It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith</li><li>Check if connected to a corporate WiFi since these could restrict access to certain web-functions</li></ul></li><li>Click "Try again" to retry the identification</li></ul></td></tr><tr><td valign="top">"Document type not accepted" is being displayed<br><img src="/files/Tq30YspLix8NxAKOA3WQ" alt=""></td><td valign="top">Identification document</td><td valign="top"><ul><li>Ensure that a supported document is being used</li><li>Click on the dropdown menu to see for which countries which document types are supported</li><li>Documents not listed in the dropdown are nut supported for the identification process</li></ul></td></tr><tr><td valign="top">"Wrong side scanned" is being displayed<br><img src="/files/wkhJLIyx5cO9kpLveyJi" alt=""></td><td valign="top">Identification document</td><td valign="top"><ul><li>Ensure that the correct side of the document is being displayed</li><li>For identification cards, the "Front" refers to the side with the Photo and the "Back" refers to the side with the MRZ</li><li>For Passports, the "Front" refers to the page where the Photo and MRZ are visible</li><li>Front-side example for ID card:<br><img src="/files/GsD2PHjLVIMeIBfmDK1T" alt=""></li><li>Front-side example for Passport:<br><img src="/files/qzi0qMgNrvSW8W3ne7xM" alt=""></li></ul></td></tr></tbody></table>

#### Scan of backside

<table><thead><tr><th width="260" valign="top">Question / Issue</th><th width="193" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">"Wrong document" is being displayed<br><img src="/files/P1qS9RoyD69PtykrY9nI" alt=""></td><td valign="top">Identification document</td><td valign="top"><ul><li>This error message indicates that the front-and backside of the scanned document do not match</li><li>Ensure that for the front- and backside scan, the same document is being used</li><li>If the issue persists, try performing the identification with a different identification document or retry the identification with the same document</li></ul></td></tr><tr><td valign="top">"Wrong side scanned" is being displayed<br><img src="/files/W54fXEXdyt541HmbarAY" alt=""></td><td valign="top">Identification document</td><td valign="top"><ul><li>Ensure that the correct side of the document is being displayed</li><li>For identification cards, the "Front" refers to the side with the Photo and the "Back" refers to the side with the MRZ</li><li>Back-side example:<br><img src="/files/AKgHdzaNcnfmS0Re4gtH" alt=""></li></ul></td></tr></tbody></table>

#### Capture of security feature

<table><thead><tr><th width="261" valign="top">Question / Issue</th><th width="191" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">Scan of security features takes a very long time<br><img src="/files/uBCUvEpHiXLKQGuRR6zU" alt=""></td><td valign="top">Internet connectivity</td><td valign="top"><ul><li><p>In case, the security feature is not immediateley being recognized by the application, the timer will continue running until a time-limit is being reached</p><ul><li>After the time-limit has been reached, the process automatically continues</li></ul></li><li><p>If the process doesn't continue, even though the time-limit has been reached, check that a stable internet connection is available</p><ul><li>It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith</li><li>Check if connected to a corporate WiFi since these could restrict access to certain web-functions</li></ul></li></ul></td></tr></tbody></table>

#### Start of selfie-step

<table><thead><tr><th width="264" valign="top">Question / Issue</th><th width="196" valign="top">Issue category</th><th>Answer</th></tr></thead><tbody><tr><td valign="top">No known issues</td><td valign="top">-</td><td>If you encounter an issue in this step, please report it to <a href="https://support.mesoneer.io/">https://support.mesoneer.io/</a></td></tr></tbody></table>

#### Fullscreen request for selfie

<table><thead><tr><th width="267" valign="top">Question / Issue</th><th width="190" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">The fullscreen-mode cannot be activated</td><td valign="top">Device requirements</td><td valign="top"><ul><li>Ensure that a supported browser is being used as listed here: <a href="https://www.idnow.io/developers/compatibility-overview/">https://www.idnow.io/developers/compatibility-overview/</a></li></ul></td></tr><tr><td valign="top">Message regarding the device orientation<br><img src="/files/BIuyHbeI5d1AK2SxZ2d1" alt=""></td><td valign="top">Device requirements</td><td valign="top"><ul><li>For mobile phones: Ensure that the device is being held in portrait mode as shown in the image on the error screen</li></ul></td></tr></tbody></table>

#### Initial capture of face

<table><thead><tr><th width="266" valign="top">Question / Issue</th><th width="191" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">Only a white screen is being shown</td><td valign="top"></td><td valign="top"><ul><li>Ensure that a supported browser is being used as listed here: <a href="https://www.idnow.io/developers/compatibility-overview/">https://www.idnow.io/developers/compatibility-overview/</a></li></ul></td></tr></tbody></table>

#### Closeup capture of face

<table><thead><tr><th width="266" valign="top">Question / Issue</th><th width="193" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">No known issues</td><td valign="top">-</td><td valign="top">If you encounter an issue in this step, please report it to <a href="https://support.mesoneer.io/">https://support.mesoneer.io/</a></td></tr></tbody></table>

#### Submission of data

<table><thead><tr><th width="266" valign="top">Question / Issue</th><th width="192" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">I'm getting a "Let's try again" message mentioning that a clearer Video-Selfie is needed and that the expression should be neutral<br><img src="/files/rQ9esKJpblAaWv97yzSF" alt=""></td><td valign="top">Processual</td><td valign="top"><ul><li>Ensure that the person taking the selfie is the same as the one on the identification document that was previously scanned</li><li>If you are wearing glasses, try to perform the selfie step without the glasses to ensure that the biometric scan is not interferred</li><li>Perform the selfie with proper lighting conditions so that the facial features are clearly visible</li><li>Perform the selfie with a uniform background such as a white wall so that the face can be properly distinguished from the background</li></ul></td></tr><tr><td valign="top">The process doesn't seem to continue</td><td valign="top">Internet connectivity</td><td valign="top"><ul><li>Check the connectivity of the device and ensure a stable internet connection</li><li>It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith</li><li>Check if connected to a corporate WiFi since these could restrict access to certain web-functions</li></ul></td></tr></tbody></table>

#### Completion of identification

<table><thead><tr><th width="269" valign="top">Question / Issue</th><th width="188" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">The upload/encryption takes a verly long time</td><td valign="top">Internet connectivity</td><td valign="top"><ul><li>Check the connectivity of the device and ensure a stable internet connection</li><li>It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith</li><li>Check if connected to a corporate WiFi since these could restrict access to certain web-functions</li></ul></td></tr></tbody></table>

#### Check contract to be signed

<table><thead><tr><th width="267" valign="top">Question / Issue</th><th width="188" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">No known issues</td><td valign="top">-</td><td valign="top">If you encounter an issue in this step, please report it to <a href="https://support.mesoneer.io/">https://support.mesoneer.io/</a></td></tr></tbody></table>

#### Enter OTP code

<table><thead><tr><th width="270" valign="top">Question / Issue</th><th width="183" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">The upload/encryption takes a verly long time</td><td valign="top">Internet connectivity</td><td valign="top"><ul><li>Check proper reception - Not only Internet/WiFi but LTE Signal</li><li>Check if the phone is in airplane mode and disable it to ensure LTE Signal reception</li><li>Ensure that the correct phone number has been entere by verifying the displayed digits</li><li>Click "Resend Code"</li></ul></td></tr></tbody></table>

#### Signature completed

<table><thead><tr><th width="270" valign="top">Question / Issue</th><th width="187" valign="top">Issue category</th><th valign="top">Answer</th></tr></thead><tbody><tr><td valign="top">"Signature completed" is being displayed<br><img src="/files/ICbtx31CqkWDWsKZu5xo" alt=""></td><td valign="top">Processual</td><td valign="top"><ul><li>The signature has already been successfully performed and the signing link cannot be accessed anymore</li></ul></td></tr></tbody></table>

### General questions

{% tabs %}
{% tab title="Identification" %}

<table><thead><tr><th width="55.66666666666666">No.</th><th>Question?</th><th valign="top">Answer</th></tr></thead><tbody><tr><td>1</td><td>Is there a minimum age for the identification through AutoIdent or VideoIdent?</td><td valign="top">There is no age restriction in place for the AutoIdent or VideoIdent process. The contractual partner is responsible for checking the minimum age for the contractual partner</td></tr></tbody></table>
{% endtab %}

{% tab title="Verification (manual Review)" %}

<table><thead><tr><th width="60">No.</th><th>Question?</th><th>Answer</th></tr></thead><tbody><tr><td>1</td><td>The identification is successfull but I'm getting a "Try again" screen</td><td><p></p><ul><li>During the manual check of the identification, an Agent can overrule the successfull identification if there are uncertainties regarding the captured data</li><li>The "Try again" screen indicates the reason for the rejection (e.g. Image blurry) and the process can be restarted</li><li><p>If no specific reason is given, there might have been a mismatch between the data entered during registration and the data captured from the document</p><ul><li>Ensure that the registration data matches the identification document data</li></ul></li></ul></td></tr><tr><td>2</td><td>The identification is successfull but I'm getting an Error screen</td><td><p></p><ul><li>The identification was rejected during the manual review</li><li>In this case, a re-registration needs to be done</li><li>Ensure that the document used is valid and according current regulations</li></ul></td></tr></tbody></table>

{% endtab %}

{% tab title="Signing" %}

<table><thead><tr><th width="68.66666666666666">No.</th><th>Question?</th><th>Answer</th></tr></thead><tbody><tr><td>1</td><td>I completed the signing process but an error page is being shown</td><td><ul><li>In case of technical difficulties, an error page is being shown indicating that the signature could not be successfully completed at this time</li><li>Try performing the signature at a later time</li><li>If the issue persist, please contact the party you are trying to perform the signature for</li></ul></td></tr></tbody></table>
{% endtab %}
{% endtabs %}


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