How to Resolve Issues with ID Scanning

This article explains how to troubleshoot ID-scanning issues during the equipment check process.

Recommendation

If you’re having trouble with ID scanning during the equipment check, try these recommendations:

1. Upload a clear, high-quality picture of your ID.
2. Capture the front of the ID showing your photo and personal information.
3. Position the document horizontally and make sure all four corners are visible.
4. Make sure the text is readable and not flipped or mirrored. If the image appears mirrored, use the upload option instead. 

How to Position and Capture Your ID Correctly

5. Use your laptop’s camera to take a picture of your ID.

6. Take a clear photo using your phone’s rear camera and upload it to your computer.

7. If your ID includes two photographs, make sure the main photograph and personal information remain clearly visible.

8. Place the ID against a plain, contrasting background.

9. Try another valid government-issued ID if the system cannot read the first one.

Still Having Trouble?

If the ID-scanning issue continues after trying these recommendations, use another personal device or external camera and repeat the equipment check. You may also contact support@gini.org and include a screenshot of the issue so the team can assist you more effectively.

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