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Yoti troubleshooting

Some top tips if you are experiencing any issues with Yoti

Yoti app isn't working

Try these steps to see if this fixes the issue

1: Force stop the app

  • On Android:
    Go to Settings → Apps → Yoti →  tap Force Stop
  • On iOS:
    Swipe up from the bottom (or double-click Home) to view open apps → swipe Yoti up to close it completely

2: Restart the app

After force stopping, reopen the app and check if it works normally. If not try the next steps.

 

3: Update the app

Ensure you have the latest version installed:

  • Open Google Play Store or Apple App Store, search for Yoti and tap Update if available


4: Clear Cache or Reinstall

  • On Android:
    Go to Settings → Apps → Yoti → Storage → Clear Cache
  • On iOS:
    Delete and reinstall the app from the App Store

5: Restart Your Device

A simple reboot can fix temporary glitches.


6: Check Internet Connection

Switch between Wi-Fi and mobile data to ensure a stable connection.


7: Free Up Device Resources

Close other apps running in the background and make sure you have enough storage space.

Common reasons Yoti ID checks fail

Quick fixes to get your Yoti verification back on track.

Most checks go through first time, but if yours doesn’t, here are the most common causes and how to fix them:

 

  • Glare, blur, or cropping → Clean your camera lens, move away from glare, re-capture with all corners visible.

  • Expired or unsupported document → Use a valid, in-date passport or ID. Try a different document type if available.

  • Liveness not passed → Remove hats/glasses, face the light, keep a neutral expression, and retry.

  • NFC read failed (passport) → Move your phone slowly over the passport cover, keep it still during the scan, and check NFC is enabled.

  • Poor connection → Switch to stable Wi-Fi or stronger mobile data and try again.

I can't pass my Yoti ID check

We’re sorry you’re having problems with your Yoti ID check. If you don’t see a green tick in Yoti, it means your verification hasn’t gone through yet. Some opportunities in GoVo will require this to be completed before you can apply.
 
Here are some things you can try:
 

1. Check your ID document

  • Make sure it’s valid and in date.
  • Only certain documents are supported (passport, driving licence, national ID card).

2. Check your photo

  • Ensure the image is clear, well lit, and shows your full face.
  • Avoid glare, shadows, or covering your face.
  • Keep your phone steady during the “liveness” check.

3. Try again in the Yoti app

  • Sometimes simply restarting the app and repeating the steps works- make sure to scan the Yoti QR code via the 'scan' tab on the Yoti app.

4. Contact Yoti Support

  • Open the Yoti app and go to Help, or
  • Visit www.yoti.com/support for troubleshooting articles and a contact form. Their team will guide you step by step until you’re verified.
 
👉 Once Yoti confirms your ID check and you have a green tick, you’ll be able to continue with GoVo and apply for opportunities that require ID verification 

 

Still Having Issues?

If the problem persists, please contact Yoti Support via their https://www.yoti.com/contact/ or in-app support.

 

Read our next article How to find and apply for opportunities