Before you ask for help

Before contacting our support team, please check the following common issues and solutions to see if your problem can be resolved without needing to wait for a response from our support team.

If none of the solutions below resolve your issue, please feel free to contact our support team for further assistance at support@widentity.eu.

Common issues and Solutions

I can not scan my invite code QR code

If you are having trouble scanning your invite code QR code, please ensure that your camera is functioning properly and that there is sufficient lighting. If you are still having trouble, you can manually enter the invite code in the app.

Invites can only be used once, therefore, if your invite has already been used, you will need to request a new one. If the invite is new and you are seeing an error, contact our support team.

My identity verification is taking a long time

Automatic verification times may vary depending on the volume of requests and the method of verification selected. If your verification is taking longer than a few minutes, please contact our support team for assistance. Manual verification may take several days.

My verification was rejected, but my information is correct

If your verification was rejected despite providing accurate information, check the following:

• Make sure that the pictures you have taken are not blurry.
• Make sure that any documents are properly centered in the picture.
• Make sure that the lighting is good and there are no shadows or reflections on the documents, or your face.
• Make sure that the information on the documents is clearly visible and not obscured by any objects or fingers.
• Make sure that the background of the picture is plain and not cluttered.

If everything seems correct and you think the rejection was a mistake, you can request a manual review in the app. Please note that manual reviews may take longer than automated reviews, so please be patient while we review your information.

If you have any further questions or concerns, please contact our support team for assistance.