Common causes of Face ID verification failure include:
1. The identity card, passport or driver license showing in the video is not similar or matched with your face.
2. Name, date of birth you put in is not matched with information showing in the machine-readable zone
3. The document is invalid or wrong, please note that you must submit an ID that is valid for at least 1 month from the date of submission. Due to compliance requirements, we cannot accept temporary ID documents, such as temporary driver licenses, voter cards, proof of identity cards, etc.
4. Poor quality of photos.
5. No machine-readable zone on the uploaded photo.
6. Poor quality of videos.
Don’t worry if your identity verification fails. Please make corresponding adjustments according to the error message indicated on the page and resubmit it.
However, if the information you submitted is true and correct, and the pictures and videos are clear, you still have not passed the identity verification, please get in touch with us at support@alchemy.org, we will get back to you within 2 business days.