When I click on the link it says my device or browser isn't supported

Scantek identity verification relies on the advanced capability of most late-model mobile devices.

Our system can detect if your device or browser is not compatible and a message will display giving you instructions on what to do.  

Browser not supported


Why this happens

  • Your default browser is not Chrome or Safari (for example, if you are using a Samsung phone, the default browser is set to Samsung Internet)
  • The messaging or email app on your phone has opened the link in a 'preview' screen 

What to do

  1. If you are on an Android device, check if there is a three-dot menu at the top-right of the screen that includes an [Open in Chrome] option. Otherwise, go to the next step.
  2. Look in your list of apps on your device for the correct browser
  3. Open the correct browser
  4. Copy the Scantek link you received
  5. Paste the link into the correct browser
  6. Start the verification process

Device not supported


Why this happens

  • You opened the Scantek link from an email on a laptop or desktop computer

What to do

OPTION 1: If you can access your emails from your mobile phone, then use your mobile phone to open the link instead. See our guide above to troubleshoot browser issues on your phone.

OPTION 2: Use a QR scanner app on your phone to scan the QR code in the email you received.  This will open the link on your phone.

OPTION 3: Copy the link from the email and send it via an alternative method that is accessible on your phone (e.g. messaging app).

What if I don't have any of the correct devices and/or browsers?

The link you have received can be used on any trusted and compatible device (e.g. a family member or friend).  You can forward the text message/SMS or email you received with the link to another device and complete the process.

Our article Is my device compatible? gives more information about the types of devices that can be used.

If you do not have access to a supported device, please contact the organisation that has asked you to verify your identity so that they can provide you with an alternative verification of identity method.