General troubleshooting steps for identity verification
Most identity verification issues can be resolved with a few simple steps.
There are many variables involved in verifying your identity remotely, but most issues resolve with a few simple steps. If you are having trouble, work through the following in order:
- Check you are using a mobile device (a phone or tablet without a keyboard) - see Is my device compatible?
- Restart your device
- Close all open browser windows
- Check your internet connection - the easiest test is whether other websites load
- Check for and run any outstanding system updates
- Check you have allowed all requested access (camera, location and/or notifications)
- Check the camera lens is clean
- Forward the SMS or email containing the link to a trusted friend or family member with a newer phone and complete the verification there
If you get stuck, contact the business that asked you to verify your identity, or contact easyAML support - support@easyaml.com or 1300 425 495.