seal.ID FAQ

The QR Code is not showing

Internet connectivity

• Check the connectivity of the device and ensure a stable internet connection

• It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith

• Check if connected to a corporate WiFi since these could restrict access to certain web-functions

Process can't be continued

User input

• Ensure that all displayed documents are being accepted by switching the toggles

T&C Cannot be opened

Internet connectivity

• Check the connectivity of the device and ensure a stable internet connection

• It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith

• Check if connected to a corporate WiFi since these could restrict access to certain web-functions

No "OK, I'm ready" Button is visible

User interface

• Depending on the integration, the frame, in which the process is rendered, is not high enough to show all relevant information

• Check if the screen can be scrolled down to make the "OK, I'm ready" Button visible

• For integrators: Ensure that the Frame in which the process is rendered, provides sufficient room for all elements to be displayed properly

SMS is not received

Telco connectivity

• Check proper reception - Not only Internet/WiFi but LTE Signal

• Check if the phone is in airplane mode and disable it to ensure LTE Signal reception

• Ensure that the correct phone number has been entere by verifying the displayed digits

• Click "Resend Code"

My document is not being recognized and I cannot proceed with the process

Identification document

• Ensure that the document used is on the list of supported documents as listed here

• Perform the scanning with proper lighting conditions so that the document is clearly visible

• If possible, perform the identification on a mobile phone with the integrated camera

"No document detected" displayed

Environment conditions

• Ensure proper lighting

  • Provide a bright and evenly lit environment

  • Avoid reflections on the document

  • Avoid over-exposure

• Hold the document steady

  • If the identification is being done on a mobile phone: Place the document on an even surface to avoid shaking

• Check the connectivity of the device and ensure a stable internet connection

  • It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith

  • Check if connected to a corporate WiFi since these could restrict access to certain web-functions

• Click "Try again" to retry the identification

"Document type not accepted" is being displayed

Identification document

• Ensure that a supported document is being used

• Click on the dropdown menu to see for which countries which document types are supported

• Documents not listed in the dropdown are nut supported for the identification process

"Wrong side scanned" is being displayed

Identification document

• Ensure that the correct side of the document is being displayed

• For identification cards, the "Front" refers to the side with the Photo and the "Back" refers to the side with the MRZ

• For Passports, the "Front" refers to the page where the Photo and MRZ are visible

• Front-side example for ID card:

• Front-side example for Passport:

"Wrong document" is being displayed

Identification document

• This error message indicates that the front-and backside of the scanned document do not match

• Ensure that for the front- and backside scan, the same document is being used

• If the issue persists, try performing the identification with a different identification document or retry the identification with the same document

"Wrong side scanned" is being displayed

Identification document

• Ensure that the correct side of the document is being displayed

• For identification cards, the "Front" refers to the side with the Photo and the "Back" refers to the side with the MRZ

• Back-side example:

Scan of security features takes a very long time

Internet connectivity

• 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

  • After the time-limit has been reached, the process automatically continues

• If the process doesn't continue, even though the time-limit has been reached, check that a stable internet connection is available

  • It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith

  • Check if connected to a corporate WiFi since these could restrict access to certain web-functions

No known issues

-

The fullscreen-mode cannot be activated

Device requirements

• Ensure that a supported browser is being used as listed here: https://www.idnow.io/developers/compatibility-overview/

Message regarding the device orientation

Device requirements

• For mobile phones: Ensure that the device is being held in portrait mode as shown in the image on the error screen

Only a white screen is being shown

• Ensure that a supported browser is being used as listed here: https://www.idnow.io/developers/compatibility-overview/

No known issues

-

If you encounter an issue in this step, please report it to https://support.mesoneer.io/

I'm getting a "Let's try again" message mentioning that a clearer Video-Selfie is needed and that the expression should be neutral

Processual

• Ensure that the person taking the selfie is the same as the one on the identification document that was previously scanned

• If you are wearing glasses, try to perform the selfie step without the glasses to ensure that the biometric scan is not interferred

• Perform the selfie with proper lighting conditions so that the facial features are clearly visible

• Perform the selfie with a uniform background such as a white wall so that the face can be properly distinguished from the background

The process doesn't seem to continue

Internet connectivity

• Check the connectivity of the device and ensure a stable internet connection

• It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith

• Check if connected to a corporate WiFi since these could restrict access to certain web-functions

The upload/encryption takes a verly long time

Internet connectivity

• Check the connectivity of the device and ensure a stable internet connection

• It's recommended to use 4g/5g with good reception or a WiFi Network with sufficient bandwith

• Check if connected to a corporate WiFi since these could restrict access to certain web-functions

No known issues

-

If you encounter an issue in this step, please report it to https://support.mesoneer.io/

The upload/encryption takes a verly long time

Internet connectivity

• Check proper reception - Not only Internet/WiFi but LTE Signal

• Check if the phone is in airplane mode and disable it to ensure LTE Signal reception

• Ensure that the correct phone number has been entere by verifying the displayed digits

• Click "Resend Code"

"Signature completed" is being displayed

Processual

• The signature has already been successfully performed and the signing link cannot be accessed anymore