---
title: My ID Scan Keeps Failing
description: Fix ID capture issues
---

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December 10, 2025

# My ID Scan Keeps Failing

## Fix ID capture issues

If your National ID scan isn't working, follow these tips:

**Check Your ID:**

- Ensure your ID is valid and not expired
- Make sure it's clean and not damaged
- Text should be clearly readable

**Optimize Lighting:**

- Use bright, indirect lighting
- Avoid direct sunlight or flash
- No shadows on the ID
- No glare or reflections

**Positioning:**

- Place ID on a dark or contrasting surface
- Don't hold the ID by hand
- Keep the entire ID within the on-screen frame
- Hold your device steady for 2-3 seconds
- Don't move until capture completes

**Technical Issues:**

- Close and reopen the app
- Switch between WiFi and mobile data
- Ensure you've granted camera permissions
- Try cleaning your camera lens

**Still Having Issues?** After multiple attempts, contact support. Have ready:

- Description of the error message
- Your registered phone number
- Last 4 digits of your National ID

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