Article

Face authentication could not be completed

July 29, 2026

Face authentication is the second step of the account verification process and consists of two phases: a motion test and a voice step (Voice KYC). When you fail at one of these phases, environmental conditions or camera position is usually the source of the issue.

Why did face authentication fail?

The face authentication process can fail due to insufficient lighting, distance from the camera, accessories (glasses, hat, mask), multiple faces in the frame, or background noise. Specific solution steps for both phases (the motion test and the voice step) can be found below.

If the motion test is failing

In the motion test, the app has you perform a few randomly selected face movements according to the guidance shown on the screen: such as turning your face left or right, moving your head up/down, smiling, closing one eye, looking straight at the camera, and holding your ID card under your chin. You need to perform each movement according to the guidance and hold it steady briefly.

If you are experiencing failure, check the following:

Improve lighting: Your face should be well lit; sitting facing a window gives the best result. Backlight (light coming from behind) may leave your face in the dark
Adjust the distance: Hold the phone at face level, 20-30 cm away. Detection becomes difficult when too close or too far
Remove accessories: The system automatically detects accessories such as glasses, hat, mask, and headphones and asks you to remove them. A specific warning message is shown for the detected accessory (e.g. "Remove your glasses and try again"). Restart the process after removing all accessories
Be alone: Only your face should be in the frame. If there is another person behind or beside you, detection may fail
Make movements clearly: Make movements slowly and clearly; quick movements may not be detected

Note: Follow the voice guidance — make sure your device's sound is on. The voice guidance tells you which movement to perform and when

If you have an issue at the voice step

After the motion test, the process moves to a voice step (Voice KYC). In this step, you are asked to read your ID serial number aloud, give the agreement approval shown on the screen aloud (for example, saying "I confirm"), and listen to an information text. The process does not proceed when sound cannot be detected.

If you have an issue at the voice step:

Check the microphone: Make sure the phone's microphone is not covered by your hand or the case
Move to a quiet environment: Background noise makes voice detection difficult; be in a quiet environment
Speak clearly and loudly: Whispering or speaking too quickly may not be detected
Say the requested phrase: For the agreement approval, say the phrase shown on the screen, such as "I confirm", aloud
Check that the phone is not on silent mode: Turn off silent mode with the side button on iPhone

Note: You need to complete the liveness check within 1.5 minutes. If your response cannot be captured, a "We could not capture your response" warning is displayed on the screen; you can try again with Try again

What can I do if the issue persists?

If face authentication has not been successful in a few attempts despite improving environmental conditions, you can contact Paribu Support: 0850 303 60 00

Frequently asked questions

How many times can I attempt face authentication?

Your number of attempts is limited. After unsuccessful attempts, the button shows a Try again (N attempts left) label where you can track your remaining attempts. If you run out of attempts, the process moves to manual review and you can continue by starting a live support chat through Paribu Support. By improving environmental conditions (lighting, silence, distance), you can increase your chance of success in subsequent attempts.

Can I do face authentication with prescription glasses?

When the system detects glasses, it may ask you to remove them. The most certain solution is to remove your glasses and try again. Accessory detection works automatically and a specific warning message is shown for the detected accessory.

What do I need to say at the voice step?

Follow the guidance on the screen: you are asked to read your ID serial number aloud, say "I confirm" for the agreement approval, or listen to an information message. It is enough to say the requested phrase clearly and aloud.