Virtual Welcome Call – ID Verification Troubleshooting

This guide will help you complete the ID Verification step when using the Virtual Welcome Call link.

Issue	Solution
Camera or Microphone Access Blocked	Make sure you are using a smartphone, tablet, or computer with a working camera and microphone. When prompted, allow your browser to access the camera and microphone. If you accidentally denied access, refresh the page and allow permissions.
Blurry or Unclear Photo of ID	Take the photo in a well-lit area. Hold the ID steady and make sure all text is visible. Avoid flash glare on the ID surface.
Wrong Document Type Uploaded	Only upload a valid government-issued photo ID (driver’s license, state ID, or passport). Make sure the ID is not expired.
Hats, Glasses, or Face Coverings	Remove hats, sunglasses, and face masks. Prescription glasses should also be removed when taking the selfie photo for the system to match your face correctly. Make sure your full face is visible and well lit.
Selfie Photo Requirements	Position yourself far enough back so your full face fits inside the frame. Make sure the area is well lit. Smile! The system will not take the photo without a smile.
Page Freezing or Not Loading	Close the browser and reopen the link. Try using a different browser (Google Chrome or Safari work best). If still stuck, switch to another device.

Extra Tips

• Use a stable internet connection (Wi-Fi is preferred).
• Complete the process in one sitting to avoid session timeouts.
• If the issue continues, contact our Customer Support team:
  • Phone: [phone] (Available Monday – Friday, 9 AM to 5 PM CST)
  • Email: [e-mail]