General troubleshooting steps

There are many variables involved when verifying your identity remotely, however, most issues can be resolved with a few simple steps.

If you are encountering issues, please complete the following: 

  1. Check that you are using a mobile device (a phone or a tablet that does not have a keyboard).  Refer to our article Is my device compatible? for extra help.
  2. Restart your mobile device 
  3. Close all open browser windows on your device 
  4. Check your internet connection - the easiest way to do this is to see if you can access other websites  
  5. Check that you have the operating system updates installed for your device 
  6. Check that you have enabled all notifications requested (Camera, Location and/or Notifications)   
  7. Check the camera lens is clean
  8. Forward the SMS or email received from Scantek to a trusted friend or family member with a later model mobile device to complete the VOI 

If you continue to have issues, please contact the organisation that has requested your identity to be verified who can assist you with an alternative verification process.