# Support Guide

## Webauthn

#### Registration Does Not Work

1. The password manager used does not support passkeys. Please review our [list of supported password managers](/others/compatibility.md#supported-password-managers) and the [passkey overview](/others/passkeys.md).

#### Authentication Does Not Work

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

1. **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.)*
2. **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.

***

## Document Scan

1. **Image Not Accepted:** Images are often not accepted because the document is placed on a surface (e.g., a table). Advise the user to hold the document in their hand when taking the picture.
2. **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](https://fidentity.ch/en/gtc).
   2. If the scanned document is supported, the specific version being used may not be compatible. Please check the [List of Allowed Documents](https://fidentity.ch/en/gtc).
3. **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.
4. **Tilt:** Advise the user to hold the document in hand while performing the tilt.


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