We totally understand that getting stuck during the identification process can be a bit frustrating, but don't worry – we've got your back!
There are several reasons why the identification stage could be blocked. Let's try and troubleshoot the issue together. 🛠️
Do you have a VPN enabled?
➜ Disable it and try again.
Do you have an ad blocker or a security app installed?
➜ Disable it and try again.
Are you connected through public WiFi?
➜ Connect to a secure private network with a higher-speed, more stable connection, and try again.
Do you use the IDnow mobile app or the Google Chrome web browser ?
➜ Try again from one or the other, as the other browsers are not so reliable for this process. It can also be helpful to update or reinstall the app.
Was the queue too long?
➜ Try again to contact the service at off-peak times, for example from 07:00 to 09:00 or from 20:00 to 22:00.
When you're ready, please click here to start the identification process again.
If you've tried all of the above and the identification stage is still giving you a hard time, reach out to us through the chat and we'll be happy to assist. 😃