Face authentication could not be completed
At the liveness step of the identity verification, face movements and spoken questions are evaluated together. If your movements could not be detected or your voice could not be captured clearly at this step, the verification is not completed. The checks below help you resolve the issue.
Why could the liveness verification not be completed?
The liveness verification consists of two parts: the face movements you make following the directions on the screen and the questions you answer out loud. The most common reasons the verification cannot be completed are insufficient light, accessories such as glasses or a hat, the phone's volume being low, and noise in the environment. Keep in mind that you have 1.5 minutes for the recording.
Prepare before you start
As the verification starts, the screen shows two reminders: Make sure your phone volume is on and Remove accessories like glasses and hats. If your phone's volume is low, the label of the button changes to Turn on your phone volume to continue; the verification cannot be started without the volume being turned on.
Also check the following:
- Move to a bright environment — the screen shows the warning "Too dark — move to a brighter area" when needed
- Move to a quiet place — the screen shows the warning "Too noisy — move to a quieter area" when needed
- Be alone in the frame — no other person should be visible on the screen
- Wipe the camera — if the lens is dirty, the image is detected as blurry
The face movements could not be detected
At this step the screen has you make three movements in order. The directions can be one of the following:
- Turn your face to the left / Turn your face to the right
- Slowly raise your head up / Slowly lower your head down
- Please close one eye
- Please smile
- Hold the phone at face level and look straight at the screen
- Hold your ID card under your chin
If your movements cannot be detected, follow the instant tips the screen gives: "Move the phone closer to your face", "Show your face to the camera", "Keep your face toward the camera", "Image is blurry — clean your camera lens or try better lighting".
If the movements are not detected within the time, you see the title Recording time is up with the warning "Please complete the liveness check within 1.5 minutes." or "We could not detect your facial movements within the expected time. Please face the camera and try again." In these cases you can try again directly.
Tip: Make the movements slowly and clearly. Moving too fast causes problems as often as a movement that is not detected
Your voice could not be captured in the spoken questions
After the movement step, questions you need to answer out loud arrive. The questions proceed under three headings: reading out your ID serial number, giving the agreement approval out loud, and listening to the legal notice. You can see which question you are on from the counter at the top of the screen.
The warnings you may come across when your voice cannot be captured:
| What you see on the screen | What you should do |
|---|---|
| It is too noisy — "We could not hear you clearly. Move to a quieter place and try again." | Tap the Try again somewhere quiet button and move to a quiet environment |
| We could not hear you — "Move closer to the microphone and answer the question out loud." | Bring the phone closer to your mouth and say the answer again |
| Microphone recording unavailable — "Identity verification requires both screen and microphone recording. Please keep the microphone enabled and try again." | Check the microphone permission and close any app that is using the microphone |
| Audio not recorded — "Your voice was not heard clearly enough." | Speak louder and more clearly |
Warning: At the agreement approval question you need to say "I approve". If you do not give the approval, the title Did you reject the agreement? arrives with the question "We are unable to complete identity verification without your approval. Do you want to continue?"; you can continue with Try again
Each question has its own time limit. If you do not answer within the time, another attempt is offered for the same question.
Permission errors
Two permissions are requested as the liveness verification starts: screen or camera recording permission and speech recognition permission. If permission is not granted, the verification does not start.
- Screen recording could not start — "We need screen recording permission to complete identity verification. Please grant permission and try again."
- Speech recognition permission required — "We need speech recognition permission to complete your verbal interview. Please grant permission in your device settings and try again."
After you grant the permission from the device settings, the process continues when you return to the app. If the permission step cannot be completed twice, the verification starts again from the ID scanning step.
For the steps to grant camera and microphone permission you can view the Camera permission error article.
The verification was interrupted
If you leave the app while the liveness recording is in progress or a call comes to your phone, the verification is interrupted and you need to start from the beginning. This is a step that has to be done without interruption as required by regulation.
Tip: Before starting the verification, silence your notifications and use the phone in an environment where you will not be disturbed
Storage space and recording errors
A video recording is created in the liveness verification. If there is no space on your device, you see the Insufficient storage space warning; you can delete unnecessary files and try again. If the recording cannot be sent to the server, the title Upload could not be completed is shown with the warning "We could not send your verification recording. Check your internet connection and try again."
If your application was taken under review
In some cases the verification does not produce a definitive result and you see the phrase Your application will be reviewed on the screen — for example with the Face match uncertain or Face not detected warnings. In this case you are not asked to try again; your application is taken to manual review and the result is reported to you.
What can I do if the issue persists?
If the verification is still not completed despite applying the steps above, you can contact Paribu Support: 0850 303 60 00.
Frequently asked questions
How long does the liveness verification take?
You need to complete the recording within 1.5 minutes. The movements and the spoken questions proceed within this time.
Do I need to remove my glasses?
Yes. At the start the screen reminds you to remove accessories such as glasses and a hat; if an accessory is detected, the verification is not completed.
Can I answer the spoken questions by typing?
No. The questions are answered out loud; for this reason microphone permission and a quiet environment are needed.
How many times can I try?
For errors caused by the time limit and detection you can try again directly. For errors caused by permissions, after two attempts the process starts again from the ID scanning step.
Can I switch to another app during the verification?
No. Leaving the app while the recording is in progress interrupts the verification and you need to start from the beginning.
Related articles
- KYC could not be completed — Reasons identity verification is not completed
- Camera permission error — Camera and microphone permission issues
- NFC scan could not be completed — NFC reading issues
- How do I verify my Paribu account? — KYC process and identity verification steps
Author:
Paribu