Scantek identity verification relies on the advanced capability of certain web browsers.
If your device or web browser is not compatible a message will display giving you instructions on what to do.
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: Using your mobile phone camera, scan the QR code in the email you received to open the link on your phone. If QR code scanning is not available on your phone please read our article on how to stay cyber safe
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).
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
- 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.
- Look in your list of apps on your device for the correct browser
- Open the correct browser
- Copy the Scantek link you received
- Paste the link into the correct browser
- Start the verification process
What if I can't do any of the above options?
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.