How to Troubleshoot and Resolve Face Verification Issues in the Thndr App
Face verification is a critical step in the Thndr app's identity verification process. If you encounter issues during this step, follow the troubleshooting guide below to resolve common problems.
General Troubleshooting Steps
Check Camera Permissions - Ensure the Thndr app has permission to use your camera. Go to your device settings, find the Thndr app, and enable camera access. - Confirm the app is updated to the latest version from your app store.
Optimize Lighting and Environment - Use bright, even lighting to ensure your face is clearly visible. - Avoid backlighting, glare, or shadows on your face. - Clean the camera lens for a clear image.
Position Your Phone Correctly - Hold the phone upright, directly in front of your face. - Avoid low or angled positions. - Keep your arm steady and ensure your entire face fits within the on-screen frame.
Follow On-Screen Prompts - Perform the requested actions (e.g., smile, wink, look up or down) precisely as instructed. - Keep your face centered and follow the prompts smoothly.
Restart or Reinstall the App - Fully close the app and reopen it. If the issue persists, uninstall and reinstall the app, then retry the verification process.
Specific Issues and Solutions
Face Not Recognized or Verification Fails
Ensure the person attempting verification matches the photo on the national ID.
Retry the process in a quiet, well-lit environment.
Camera Not Opening or Shaking
Close the app completely and reopen it. If the problem persists, reinstall the app.
Confirm camera permissions are enabled in your device settings.
Verification Stuck or Not Proceeding
Ensure your ID photos are clear and meet the app’s requirements: - Use a valid Egyptian National ID. - Capture full, uncropped images of both sides. - Avoid glare or reflections.
Retry the face verification after ensuring all details are correct.
Additional Tips for Successful Verification
Use a Stable Internet Connection: A poor connection can disrupt the verification process.
Switch Devices if Necessary: If your device camera has issues, try completing the verification on another phone, then log back in on your original device.
By following these steps, you should be able to resolve most face verification issues in the Thndr app. If problems persist, contact Thndr support for further assistance.