Support Guide

This page provides the most common issues that may occur during the identification and signing process, along with immediate tips for user support.

Webauthn

Registration Does Not Work

1. The password manager used does not support passkeys. Please review our list of supported password managers and the passkey overview.

Authentication Does Not Work

If passkey storage worked successfully before identification, but authentication fails, the following reasons may apply:

1. Google issue: A current Google issue may cause users to encounter a WebAuthn error during authentication. The issue has been reported to Google. While an initial fix was announced for November 24, an updated fix date is still pending. This issue affects only some Android users. In these cases, users cannot recover within the process. Indications:

   1. In the user interface, the password manager window opens briefly and then closes immediately.

   2. In the dashboard, the process is marked as aborted with the cancel reason: “WebAuthn authentication not available”.

   3. The user is using HarmonyOS (Huawei), which has limited passkey compatibility.

2. Wrong password manager: A different password manager is used than during registration (Note: Devices with multiple password managers installed may prompt users to select one.)

3. Wrong device: A different device is used than the one used during registration.

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Selfie

1. Lighting: Make sure the user is not standing with backlighting. Ensure there is enough ambient light.

2. Smile: Advise the user to show their teeth when smiling.

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Document Scan

1. Unsupported Document: If the user receives a message that the document is not supported, it is often a Swiss residence permit or visa. This documents aren't supported as primary documents.

   1. If an ID card is used for a nationality where no ID is allowed, advise the user to scan their passport instead. Please check the List of Allowed Documents.

   2. If the scanned document is supported, the specific version being used may not be compatible. Please check the List of Allowed Documents.

2. MRZ error: The document should be fully visible and not cropped when held to the camera.

   1. For passports, only the page with the photo needs to be placed within the frame, capturing both pages of an open passport is not required.

   2. Screen scans may trigger this message. Advise the customer to use the original document.

3. Tilt: Advise the user to hold the document in hand while performing the tilt.