If identity verification fails

If verification stops halfway or does not pass, read the message, fix the conditions and start again from the home screen.

Topics in this guide

Steps

Step 1: Read the message the app shows
The table below lists common messages and what to do.
Step 2: Fix the conditions
Move to a well-lit place, avoid glare on the document, keep the whole document in the frame; do not cover your face during the face scan.
Step 3: Start again
On the home screen: Verify my identity → Start.
Step 4: If the camera does not open inside the app, try the browser
Tap the Continue in the browser icon at the top right of the page: The in-app page and “Continue in the browser”.

Messages seen during identity verification
Message	What happened	What to do
“Identity verification was cancelled.”	You closed the page with Cancel.	Start again from the home screen.
“Identity verification was not completed (the browser was closed).”	The browser was closed while you continued there.	Start again; keep the browser open until the steps are done.
“Identity could not be verified”	The check did not pass or could not finish.	Read the reason under the message, fix the conditions and try again.
“Could not reach the server. Check your internet connection and try again.”	No internet, or the service could not be reached.	Check your connection, then try again.
“Your identity check finished, but the credential could not be saved…”	Your wallet's registration was not found at the wallet provider.	Try again; the wallet registers itself again.

If the problem continues, write to us: support@tamgawallet.com. Do not attach document images, your ID number or your revocation code.
Settings → Appearance → Developer → Last error shows the technical reason of the last failed flow. This screen is for developers; it contains no personal data and is cleared when the app closes.