Identify the failing step
A camera-access error, a photo-capture error and an identity mismatch are different problems. Note the exact step and message. The checks requested depend on the organiser’s configuration.
Improve the image
Position the camera at eye level and centre your face in the frame.
Light your face from the front. Avoid a bright window behind you, heavy shadows or glare.
Make sure the camera view is clear and follow the photo instructions shown on screen.
Select Take Photo again after adjusting the image.
If no photo is captured
Check camera permissions for both the device and exam site. Close unrelated apps using the camera. A stable upload connection is also needed for verification; use the connection guide if the check keeps loading.
If identification is still rejected
Contact the designated support channel and report whether the failure occurs during capture or verification, along with your OS and browser/app version. If an adjustment is needed for accessibility, arrange it with the organiser. Submit identity documents only through the exam’s designated verification process, not a general contact form.