Troubleshooting your Yoti ID Check

Most ID checks only take a few minutes, but sometimes things don’t go smoothly — for example if your document won’t scan or the liveness check doesn’t complete. Don’t worry, help is available.

How to get support

The quickest way to solve ID verification issues is to contact Yoti Support:

• Open the Yoti app and go to Help to raise a support ticket directly with their team

• Or visit Yoti Support online where you’ll find troubleshooting articles and a contact form

Tips before you raise a ticket

• Make sure your document is valid and in date

• Check the image is clear and well lit (no glare or shadows)

• Keep your phone steady during the liveness check

• Make sure you're using the Yoti app scan tab to scan the Yoti QR code

💡 Tip: If you still can’t get verified after trying again, raise a ticket through the app — Yoti’s team will guide you step by step.