Having Trouble Capturing Your ID or Photo?
If you're experiencing issues, here are some quick fixes:
Change Devices:
Open the verification link on another device, such as switching from a laptop to a smartphone.Switch Networks:
Disconnect from your current Wi-Fi and use mobile data, or connect to a different Wi-Fi network.Public, workplace, or school networks (e.g., libraries, cafes, hotels) may use firewalls that interfere with Realaml’s identity verification services.
Clear Browser Cache:
If the issue persists, clear your browser cache and try again.Contact Your Network Administrator:
If you're on a workplace or school network, ask the administrator to ensure Realaml’s services are not being blocked.
Why Am I Being Asked to Verify My Identity?
You are being asked to verify your identity to comply with legal and regulatory requirements, such as Law Society or anti-money laundering (AML) regulations. These measures ensure businesses and professionals, such as law firms, can confirm the identities of their customers to maintain security and prevent fraud.
How Is My Data Protected?
At Realaml, protecting your data is our highest priority. Here’s how we keep your information secure:
Data Storage:
Canadian users: Data is stored on AWS Montreal servers.
Australian and New Zealand users: Data is stored on AWS Sydney servers.
Certifications:
Realaml is ISO 27001 and SOC 2 Level 1 certified, adhering to the highest international standards for data security and privacy.Encryption:
All data is encrypted during transmission and storage to ensure confidentiality.
What Happens After I Complete Verification?
After completing the verification process:
Your identity is securely verified and logged.
A compliance report is generated for the firm that initiated the verification.
Your information is securely stored in accordance with privacy laws.
Your data will not be shared or used for any purpose other than identity verification.
Who Can I Contact If I Have Questions?
If you need assistance:
Contact the Firm:
Reach out to the business or firm that requested your verification.Contact Realaml Support:
Email us at support@realaml.com for further help.
I Use an iPhone, and It Can’t Detect My Camera. What Do I Do?
Go to Settings.
Select Safari.
Scroll down and select Camera.
Change the permission to Ask.
Reload the Safari page and grant access when prompted.
I Use an Android Phone, and It Can’t Detect My Camera or I Accidentally Denied Access.
For Android 10 or Below:
Go to Settings > Apps.
Tap the three vertical dots (top-right corner) and select App permissions.
Select Camera.
Enable camera access for your browser (e.g., Chrome, Firefox, Samsung Internet).
For Android 11 or Above:
Go to Settings > Privacy > Permission Manager.
Select Camera.
Change the permission settings for your browser app.
Additional Steps for Chrome:
Open Chrome and tap the three vertical dots (top-right corner).
Go to Settings > Site Settings > Camera.
Ensure Ask first before allowing sites to use your camera is enabled.
Remove Realaml from the blocked list if applicable.
Why Am I Getting a Message to Try Again?
We need high-quality images to accurately verify your identity. For best results:
Lighting: Ensure your surroundings are well-lit.
Camera Distance: Hold your face 50–75 cm away from the camera.
Use the Rear Camera: When capturing your ID document, use your phone’s rear camera for better resolution.
Focus: Let the camera focus before capturing the image.
If your phone lacks autofocus, adjust the distance until the image is sharp.
It Won’t Accept My Face Image. What Should I Do?
Follow these tips for successful face capture:
Camera Distance: Hold your face 50–75 cm away from the camera.
Avoid Distractions: Ensure no one else is in the frame.
Background: Use a clear, plain background.
Eye Contact: Look directly at the camera.