Liveness/Selfie
Documents
Technical problems
Data Management and Privacy
Other
Liveness detection is a short motion capture where we ask you to complete a few simple actions to verify a real, live person is completing the identity request.
If you are receiving the following message “We are unable to access your web cam to start liveness detection. Please close any applications and try again. Alternatively you can change your browser or continue this request on your mobile by following the link below.” there are a few things you can try:
The following tips may help you to successfully capture a liveness check:
As part of verifying your identity we need to ask who are you, which we gather from identity documents. When we gather your selfie or liveness detection we are verifying that you are you, i.e. the same person that is submitting the documents.
This is a measure to help prevent fraud. We wouldn’t want to help a fraudster open an account or complete a transaction using your identity.
This could be happening for a few different reasons. The main tip we can give is to make the photo of the document text and image as clear as possible. You can see a detailed error message if you go back to the page where you uploaded the document
Reasons can include:
Please contact the support team of the company you’re completing this request for.
HooYu does not set the scope of what you’re required to provide, we just securely collect and process the data on behalf of the company that has requested your data.
Most companies don’t accept expired documents as proof of identification. Please submit current documents.
If you’re still receiving reminders to complete a request after uploading everything there may have been an error with one of your documents. Access the request link again from your SMS or email and check the status of each section. If you wish to stop receiving SMS reminders please respond STOP to the text that you received.
Your data is stored securely on our systems for a short period of time before being deleted in line with our Privacy Policy.
You can visit our contact us page to get in touch with our support team.
If you want to request information about our privacy policy you can contact via the website click here, email us or write to us at:
DPO Hooyu Limited, Fora, 180 Borough High Street, London, SE1 1LB Email us at privacy@miteksystems.com
If you are in the European Union, you may address privacy related inquiries to our EU Data Officer:
DPO Mitek Systems B.V. Radarweg 60, 1043 NT Amsterdam, The Netherlands privacy@miteksystems.com