What should I do if facial recognition fails?

Facial recognition is required for login, security setting changes, and identity

Facial recognition is required for login, security setting changes, and identity verification. If verification fails, check the following:

Lighting conditions

Checklist

Environment issues
Complete verification indoors with stable, even lighting. Avoid strong backlight or direct sunlight.
Identity information mismatch
Device-related issues
You can log in to the Exchange account linked to the keyless wallet.
Other issues
If you can’t tap video verification, complete identity verification on the web first, then return to the app for facial recognition.
Google services issue
If you see a blank page or a “Failed to connect to Google services” message, uninstall the app and reinstall it from the website. Then log in and try again.
If you’re unable to access your account on a new device, go to Contact customer support on the login page after receiving the prompt.
Facial recognition unavailable due to too many login attempts

Notes

Network connection

If the page is unresponsive or verification fails, switch your network. Try another Wi-Fi connection or use mobile data.

If you encounter error/blocked messages during facial recognition, make sure both your phone and computer are connected to the same network (same Wi-Fi/hotspot) before trying again.

Identity verification page with network error message