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Veriff Failed: Troubleshooting Selfies, Cameras & Rejected Documents

Overview

This article helps resolve common verification failures during the JustTip onboarding process, including issues with selfies, camera permissions, and rejected identity documents.

 

1. How to Start Verification

You can begin verification in either of the following ways:

  • Click the verification link sent to your email, OR
  • Log in to your Service Worker account on the JustTip platform and select Verify Account when prompted

Once started, you will be redirected into the verification flow.

 

2. Camera & Microphone Permissions (Critical Step)

At the start of verification, you will be asked to allow access to your camera and microphone.

⚠️ If you do not approve these permissions, verification will fail.

Make sure to select Allow when prompted.

 

3. Accepted Documents

You must provide one valid physical ID document:

  • Passport
  • Driver’s Licence
  • National ID Card

Requirements:

  • Must be physical (no screenshots or photocopies)
  • Must be valid (not expired)
  • Must be fully visible when scanned

 

4. Selfie Verification Requirements

When taking your selfie:

  • Use a well-lit environment (natural light preferred)
  • Ensure your face is fully visible
  • Do not wear hats, sunglasses, or face coverings
  • Ensure no one else is in frame (the system may confuse multiple faces)
  • Hold the device steady

Poor lighting or multiple people in frame is a common cause of failure.

 

5. If Permissions Were Denied Previously

If you previously clicked “Block” or “Deny”, you must reset permissions manually.

Android devices

  1. Open Chrome Settings
  2. Go to Site Settings
  3. Select Camera and Microphone
  4. Find the “veriff.com” site
  5. Change permission to Allow

Apple devices

  1. Go to Settings
  2. Scroll to Safari
  3. Tap Camera and Microphone
  4. Set access to Allow
  5. Return to Safari and retry verification

 

6. Alternative Fixes

If issues continue:

  • Try a different browser (Chrome recommended)
  • Use Incognito Mode on Android (Chrome)
  • Use Private Mode on iPhone (Safari)

(Private/incognito mode allows you to browse without being affected by your device’s settings.)

 

7. Still Having Issues?

If verification still fails after following all steps:

Contact support at: hello@justtip.net