Troubleshooting

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For end users

Understanding Persona

Troubleshooting

Expired links

Taking photos

Scanning passports

Receiving messages from Persona

FAQ

Platform-specific verification guides

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For end users

Troubleshooting

Expired links

Troubleshooting for expired links

How do I request a new Inquiry link?

My verification link has expired

I see a "Session Expired" error.

Taking photos

Troubleshooting for taking photos

I see a "Can't access your camera" error.

Why isn't the barcode being captured clearly?

I see a "Failed to capture screenshot and/or the Play icon" error when I take a photo.

Scanning passports

Troubleshooting for scanning passports

I'm having trouble scanning my passport

How to scan your passport, ID card, or residence permit with NFC

I see a "Can't access your camera" error.

I'm failing passport verification because of a long name

Receiving messages from Persona

Troubleshooting about receiving messages (e.g. texts, email) from Persona

Troubleshoot: Receiving SMS (text message)

Troubleshoot: Receiving email

Device handoff: continue verification on another device

FAQ

Get answers to common troubleshooting questions

How do I close my account with Persona?