--- title: Can biometric verification handle a customer who can't open both eyes (e.g. post-stroke)? description: Not automatically today because liveness detection requires two open eyes. --- [Skip to content](https://knowledge.easyaml.com/can-biometric-verification-handle-a-customer-who-can-t-open-both-eyes#main-content) English - Australia Show submenu for translations Open main navigation Close main navigation - English - Australia Show submenu for translations How can we help you? - There are no suggestions because the search field is empty. 1. [easyAML Help Centre](https://knowledge.easyaml.com/?hsLang=en-au) 2. [FAQs](https://knowledge.easyaml.com/faqs?hsLang=en-au) 3. [Customer Due Diligence (CDD)](https://knowledge.easyaml.com/faqs?hsLang=en-au#customer-due-diligence-cdd) # Can biometric verification handle a customer who can't open both eyes (e.g. post-stroke)? ## Not automatically today because liveness detection requires two open eyes. The liveness detection step expects two open eyes for automatic capture, which leaves stroke-affected customers, those with ptosis, and similar accessibility cases without an automated path. There's a clean workaround though, and broader accessibility improvements are in development. **The current workaround - manual review path:** 1. **Start the standard KYC flow.** The customer attempts the liveness step. If it fails, the platform marks the verification for manual review rather than rejecting it outright. 2. **Compliance Officer escalation.** The CO is alerted with the failed liveness capture and the customer's other captured data (document scan, signature, screening results). 3. **Alternative verification path.** Options include: in-person VOI with the customer present (no remote liveness step required), accepting the document-only verification with the CO documenting the accessibility reason, or referring to a manual VOI workflow (see "Is a manual VOI permitted for customers unable to use the digital flow?" in Section 2). 4. **Audit trail.** The accessibility-related deviation is logged with the CO's reasoning. AUSTRAC's framework is risk-based and explicitly accommodates accessibility - you document why the standard flow couldn't run and what alternative verification you relied on. **Other accessibility cases that use the same path:** - Significant facial injuries or post-surgical states making biometric matching unreliable. - Visually impaired customers who can't follow the on-screen prompts. - Customers with cognitive impairment requiring a representative (see "For POA/EPA/Administrators/Executors, on whom is KYC conducted?" in Section 21). - Severely elderly customers without smartphone capability - in-person VOI on staff tablet works well here. **What's coming.** Liveness improvements for accessibility cases are in active investigation - expected to expand auto-detection tolerances so common conditions don't fail the flow. No firm release date yet. **Privacy and dignity.** AUSTRAC's framework doesn't override anti-discrimination obligations. A customer with a disability shouldn't be refused a designated service because the standard flow doesn't fit - the manual review path exists precisely so genuine customers can be verified appropriately. See AUSTRAC's [Overview of initial customer due diligence](https://www.austrac.gov.au/industry-and-business/obligations-and-guidance/your-amlctf-program/customer-due-diligence/initial-customer-due-diligence/overview-initial-customer-due-diligence) page. ### Related articles - [What about overseas customers - can they be verified?](https://knowledge.easyaml.com/verifying-overseas-customers?hsLang=en-au) - [What does the KYC unit price include?](https://knowledge.easyaml.com/what-does-the-kyc-unit-price-include?hsLang=en-au) - [What ID verification methods does easyAML support?](https://knowledge.easyaml.com/what-id-verification-methods-does-easyaml-support?hsLang=en-au) - [Can the customer skip selfies for a "low risk" individual?](https://knowledge.easyaml.com/can-the-customer-skip-selfies-for-a-low-risk-individual?hsLang=en-au) - [What hardware is recommended for in-office client ID capture?](https://knowledge.easyaml.com/what-hardware-is-recommended-for-in-office-client-id-capture?hsLang=en-au) - [easyAML Set-up Checklist](https://knowledge.easyaml.com/easyaml-set-up-checklist?hsLang=en-au) - [Training Videos](https://knowledge.easyaml.com/training-videos?hsLang=en-au#main-content) - [Register for Upcoming Webinars](https://knowledge.easyaml.com/training-videos?hsLang=en-au#register-for-upcoming-webinars) - [Previously Recorded Webinars](https://knowledge.easyaml.com/training-videos?hsLang=en-au#previously-recorded-webinars) - [FAQs](https://knowledge.easyaml.com/faqs?hsLang=en-au#main-content) - [General](https://knowledge.easyaml.com/faqs?hsLang=en-au#general) - [AML/CTF basics](https://knowledge.easyaml.com/faqs?hsLang=en-au#aml-ctf-basics) - [Getting started](https://knowledge.easyaml.com/faqs?hsLang=en-au#getting-started) - [Compliance Program](https://knowledge.easyaml.com/faqs?hsLang=en-au#compliance-program) - [Customer Due Diligence (CDD)](https://knowledge.easyaml.com/faqs?hsLang=en-au#customer-due-diligence-cdd) - [Training](https://knowledge.easyaml.com/faqs?hsLang=en-au#training) - [Reporting](https://knowledge.easyaml.com/faqs?hsLang=en-au#reporting) - [Sector Coverage](https://knowledge.easyaml.com/faqs?hsLang=en-au#sector-coverage) - [Pricing & Plans](https://knowledge.easyaml.com/faqs?hsLang=en-au#pricing-plans) - [Sales & Onboarding](https://knowledge.easyaml.com/faqs?hsLang=en-au#sales-onboarding) - [Trusts & Complex Structures](https://knowledge.easyaml.com/faqs?hsLang=en-au#trusts-complex-structures) - [Reliance & KYC Sharing](https://knowledge.easyaml.com/faqs?hsLang=en-au#reliance-kyc-sharing) - [ACMA SMS Sender ID Register](https://knowledge.easyaml.com/faqs?hsLang=en-au#acma-sms-sender-id-register) - [Quick Answers](https://knowledge.easyaml.com/faqs?hsLang=en-au#quick-answers) - [How-to Guides](https://knowledge.easyaml.com/how-to-guides?hsLang=en-au#main-content) - [Tasks](https://knowledge.easyaml.com/how-to-guides?hsLang=en-au#tasks) - [Transactions](https://knowledge.easyaml.com/how-to-guides?hsLang=en-au#transactions) - [Entities](https://knowledge.easyaml.com/how-to-guides?hsLang=en-au#entities) - [Insights](https://knowledge.easyaml.com/how-to-guides?hsLang=en-au#insights) - [Training](https://knowledge.easyaml.com/how-to-guides?hsLang=en-au#training) - [Compliance](https://knowledge.easyaml.com/how-to-guides?hsLang=en-au#compliance) - [Reports](https://knowledge.easyaml.com/how-to-guides?hsLang=en-au#reports) - [Account Settings](https://knowledge.easyaml.com/how-to-guides?hsLang=en-au#account-settings) - [Billing & Plans](https://knowledge.easyaml.com/how-to-guides?hsLang=en-au#billing-plans) - [KYC Information](https://knowledge.easyaml.com/kyc-information?hsLang=en-au#main-content) - [Client Resources](https://knowledge.easyaml.com/kyc-information?hsLang=en-au#client-resources) - [Person being verified](https://knowledge.easyaml.com/kyc-information?hsLang=en-au#person-being-verified) - [Glossary](https://knowledge.easyaml.com/glossary?hsLang=en-au) - [Integrations](https://knowledge.easyaml.com/integrations?hsLang=en-au#main-content) - [General](https://knowledge.easyaml.com/integrations?hsLang=en-au#general) - [Action Step](https://knowledge.easyaml.com/integrations?hsLang=en-au#action-step) - [Clio](https://knowledge.easyaml.com/integrations?hsLang=en-au#clio) - [XPM](https://knowledge.easyaml.com/integrations?hsLang=en-au#xpm) - [Scantek](https://knowledge.easyaml.com/integrations?hsLang=en-au#scantek) - [News Feed](https://knowledge.easyaml.com/news-feed?hsLang=en-au#main-content) - [Latest Release Notes](https://knowledge.easyaml.com/news-feed?hsLang=en-au#latest-release-notes) - [Support](https://knowledge.easyaml.com/support?hsLang=en-au) [![easyAML-Logo\_Magenta](https://knowledge.easyaml.com/hs-fs/hubfs/easyAML-Logo_Magenta.png?width=200&height=47&name=easyAML-Logo_Magenta.png "easyAML-Logo_Magenta")](https://easyaml.com/) Copyright © 2026, easyAML