What should I do if facial recognition fails?

Published on Oct 11, 2024Updated on Feb 2, 20263 min read371

Facial recognition is required for login, security setting changes, and identity verification. If verification fails, check the following:

1. Environment issues

Lighting conditions

Complete verification indoors with stable, even lighting. Avoid strong backlight or direct sunlight.

Network connection

If the page is unresponsive or verification fails, switch your network. Try another Wi-Fi connection or use mobile data.

2. Identity information mismatch

Make sure the logged-in account matches your verified identity information. If you have access to your account, you can check your verified name:

On the app: Select P2P trading > Profile > Payment > Select Add to check your account name

App permissions

Kindly ensure that our app has been granted permission to access your phone's photo album and camera, as well as permission to use storage space. You can configure this through your phone's app permission settings.

App version

Update the app to the latest version and try again. If needed, reinstall the app from here.

Device compatibility

If your device (such as Huawei) encounters errors during facial recognition process, it may be due to a device compatibility issue. You can try restarting your phone and then retrying the facial recognition process.

Important notes before updating or reinstalling:

  • If you have created a Web3 wallet, back up your wallet first. Learn more here about how to back your seed phrase or private key.

  • If you have created a keyless wallet, before updating or uninstalling the app, kindly ensure that:

    • You can log in to the Exchange account linked to the keyless wallet.

    • You remember the password for your cloud backup.

Note: if you forget the cloud backup password, you won't be able to restore the keyless wallet from the cloud.

4. Other issues

  • If you can’t tap video verification, complete identity verification on the web first, then return to the app for facial recognition.

  • If you reach the maximum number of attempts, wait 2 hours before trying again.

  • Make sure your full face is visible and the camera is not blocked.

5. Google services issue

If you see a blank page or a “Failed to connect to Google services” message, uninstall the app and reinstall it from the website. Then log in and try again.

If the issue continues after trying the steps above, please contact customer support for assistance.

If you’re unable to access your account on a new device, go to Contact customer support on the login page after receiving the prompt.

Disclaimer
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