Troubleshooting ID Verification Issues in the ZBD App
Experiencing issues with ID verification in the ZBD app can be frustrating. This article outlines general troubleshooting steps, device-specific instructions, and best practices for capturing ID photos to streamline the process.
General Troubleshooting Guidelines
If you're encountering problems during ID verification, start with these general steps:
Force close the ZBD app and reopen it.
Log out and log back into your account.
Restart your device to ensure no background processes are interfering.
Delete and reinstall the app to clear its cache.- Follow a specific troubleshooting sequence: log out of your account, restart your device, reinstall the app, and then log back in for improved results.
If these steps don't resolve the issue, consider additional measures below.
Common Reasons for Verification Delays
Incomplete Applications: Ensure all mandatory fields are filled and all required documents are uploaded.
Backlogs: Expect processing delays during periods of high application volume.
Improper Documentation: Verify that uploaded IDs are current, clear, and include all required sides.
Permissions and App Issues: Confirm app permissions for camera functionality are granted.
Device-Specific Troubleshooting
The process for clearing cache and storage varies by platform.
For iOS Users:
Delete and reinstall the ZBD app to automatically clear its cache.
Ensure that camera permissions for the ZBD app are enabled by navigating to your device settings.
For Android Users:
Navigate to your device’s Settings > Apps > ZBD > Storage & cache. - Tap Clear cache or Clear storage to reset the app.
Confirm that camera permissions are granted via device settings.
Photo and Document Submission Best Practices
When submitting your ID and selfie photo:
Ensure that the photos are taken in a well-lit environment, free from shadows. Use bright and adequate lighting for clarity.
Use a monotone background (preferably black) to eliminate distractions.
Adjust the camera focus to ensure the image is sharp.
Verify that your ID document is supported and unexpired. Accepted documents include: - Passport - Driver’s License - National ID- Ensure you upload both the front and back of your ID document for proper verification.
Common Errors and Their Resolutions
Rejection of ID Photos:
Ensure that the submitted document is on the accepted list (Passport, Driver’s License, National ID) and that it is unexpired.
If your ID photo appears blurry, improve the lighting and camera focus or use a different ID document.- If the retry option displays '5 minutes' and is greyed out, wait for the timer to reset before attempting again.
Selfie or Document Not Recognized:
Make sure the name on your ZBD profile matches the name on your ID.
If the app freezes during this step, clear cache or reinstall the app as outlined above.
Unable to Access Verification Page:
Check if camera permissions for the app are granted.
Reinstall the app to ensure proper configurations.
Additional Tips for Successful Verification
Use a mobile device with a high-quality camera whenever possible (recommended over tablets).
Verification may take 2-3 business days to process after submission.
By following these steps, most issues with ID verification can be resolved. If you encounter persistent problems, feel free to contact ZBD support for further assistance.