What should I do if the face scan fails or times out?

Here are a few steps you can try if the face scan fails or times out:

• Refresh / restart your camera application on your selected device
• Follow the instructions provided carefully
• When you are experiencing screen freezes for certain actions requested (e.g., open / close mouth, tilt your head), exit the camera view and wait till the new set of instruction is shown. Then, re-try the actions slowly.
• Ensure there is no other person or an image of a person in the background which may cause errors. Avoid the detection of other personnel in the frame except for yourself, as it may potentially fail the check.
• Avoid having mirrors and reflective screens (e.g., TVs, monitors) in the background which may reflect off your image or someone else’s image within your camera screen focus