> For the complete documentation index, see [llms.txt](https://docs.facephi.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.facephi.com/docs.facephi-en/products/editor-1/facephi-onboarding/mobile/android/demo.md).

# Demo

**What's New in Onboarding v.7.0.0**

New version 7.0.0. Interface update.

### **Introduction**[​](#introducción) <a href="#introduccion" id="introduccion"></a>

Facephi Onboarding is an application that allows you to carry out an online onboarding process easily, in 2 to 5 steps. It starts with a configurable flow where the user will have to capture their document and take a photo. When finished, a results screen appears where you can view the extracted information, both from the biometrics and from personal data and security validations. This data can be viewed from Facephi Platform.

### **Requirements and installation**[​](#requisitos-e-instalación) <a href="#requisitos-e-instalacion" id="requisitos-e-instalacion"></a>

Facephi Onboarding is compatible with Android 8 - Oreo or higher.

The application can be downloaded from [this link](https://play.google.com/store/apps/details?id=com.facephi.demo.wizard). It is recommended to keep the latest version up to date.

This manual will show Facephi Onboarding with all its functions enabled. If you do not have any of these functions in your demo, check the enabled services with your representative.

### **Log in**[​](#iniciar-sesión) <a href="#iniciar-sesion" id="iniciar-sesion"></a>

{% columns %}
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<figure><img src="/files/ee123b6e16369c8a83fd82a74b47e968171bcc6d" alt="" width="309"><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Enter the email (1) and password (2) to log in. By tapping the icon (3) you can see the password you typed. Once entered, tap button (4) to move to the next screen.

You can also tap the hyperlinks to create an account (5) and view the legal texts (6).

1. Username text field
2. Password text field
3. Button to show password
4. Button to log in
5. Hyperlink to create an account
6. Hyperlink to view the legal texts
   {% endcolumn %}
   {% endcolumns %}

***

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{% column width="41.66666666666667%" %}

<figure><img src="/files/348cb988405cbba58647f123a24f068278583a12" alt="" width="309"><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
If the entered username and/or password are not correct, a message appears informing you of this and allowing you to try again (1).

1. Retry button
   {% endcolumn %}
   {% endcolumns %}

***

### **General Data Protection Regulation**[​](#reglamento-general-de-protección-de-datos) <a href="#reglamento-general-de-proteccion-de-datos" id="reglamento-general-de-proteccion-de-datos"></a>

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<figure><img src="/files/d5223b1bf2a556284ccec368b4dcfa2cd10434c5" alt="" width="309"><figcaption></figcaption></figure>
{% endcolumn %}

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Through the "Privacy Policy - Terms" link, the General Data Protection Regulation is displayed. To close this message, tap button (1).

1. Close button
   {% endcolumn %}
   {% endcolumns %}

***

### **Create account**[​](#crear-cuenta) <a href="#crear-cuenta" id="crear-cuenta"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<div align="left"><figure><img src="/files/55bf38a9f883bde59989a854d4bb859769bea548" alt="" width="375"><figcaption></figcaption></figure></div>
{% endcolumn %}

{% column %}
To create an account, you must complete the mandatory fields (1)(2)(3). The checkbox must be ticked to give consent for personal data (4). Optionally, you can also view the privacy policy by tapping hyperlink (5).

Finally, complete the CAPTCHA (6) and tap button (7) to create your account.

1. Name text field
2. Surname text field
3. Email text field
4. Consent checkbox
5. Hyperlink to Privacy Policy
6. CAPTCHA checkbox
7. Button to create account
   {% endcolumn %}
   {% endcolumns %}

***

### **App permissions**[​](#permisos-de-la-app) <a href="#permisos-de-la-app" id="permisos-de-la-app"></a>

{% columns %}
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<figure><img src="/files/7e769a24a313e04d1089afa2927df874fb85de9c" alt="" width="309"><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Facephi Onboarding needs you to allow camera access to capture the document and face, among other things.

If you do not want to grant these permissions, tap button (1). If you allow camera access, tap button (2).

1. Button to deny
2. Button to allow access
   {% endcolumn %}
   {% endcolumns %}

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{% column width="41.66666666666667%" %}

<figure><img src="/files/ee7b42b248ca13ff3398027581ad5aa3270d3662" alt="" width="309"><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
One of the required app permissions is location. It is used to collect geolocation data and select the data corresponding to the document from your country. If you reject these permissions, the application will use the country of your device as a reference to select the document type.

If you do not want to grant these permissions, tap button (1). If you want to allow location access, tap button (2).

1. Button to deny
2. Button to allow
   {% endcolumn %}
   {% endcolumns %}

***

### **Choose document and country**[​](#elegir-documento-y-país) <a href="#elegir-documento-y-pais" id="elegir-documento-y-pais"></a>

{% columns %}
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<figure><img src="/files/19ea647ce56bc2daeb2988e6bc5b5f6fd04a29da" alt="" width="309"><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
This is where the onboarding begins. You can configure it by tapping the Settings icon (1)

Choose how to capture your document (2): manually or automatically. If you choose manual mode, select the country of the document you will use (3) and the document type (4).

You can also enable NFC. If you need information about NFC, you can access it through the information icon (5). To activate NFC capture, turn on button (6).

Once the flow is configured and the document selected, tap button (7) to start the process.

1. Settings button
2. Document capture mode selector
3. Country selector
4. Document selector
5. NFC information button
6. Button to enable NFC
7. Continue button
   {% endcolumn %}
   {% endcolumns %}

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{% column width="41.66666666666667%" %}

<figure><img src="/files/dbe1c5e49251e8a0af616be3ee7e682973635098" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
If you choose automatic capture mode (2), it is not necessary to select the country or document type.

Once the flow is configured, tap button (5) to start the process.

1. Settings button
2. Document capture mode selector
3. NFC information button
4. Button to enable NFC
5. Continue button
   {% endcolumn %}
   {% endcolumns %}

***

### **Settings**[​](#configuración) <a href="#configuracion" id="configuracion"></a>

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<figure><img src="/files/d755104524dede1bb92b06995ec668c0c8ac8183" alt="" width="375"><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
In Settings, several parameters appear that you can expand (2)(3)(6)(9)(17), and enable/disable (4)(5)(7)(8)(10)(11)(12)(13)(14)(15)(16)(18)(19)(20). For example, to choose the document type, allow signing at the end of onboarding, or security validators.

From here you can log out, scrolling to the bottom of the screen (22).

To go back to the previous screen, tap the back icon (1).

1. Back button
2. Country selector
3. Identity document selector
4. Enable/disable geolocation
5. Enable/disable Video Assistance
6. Selector for Video Assistance help type
7. Enable/disable Onboarding recording
8. Enable/disable signing
9. Select the signature type
10. Enable/disable previous onboarding validation
11. Enable/disable validation on blocklists
12. Enable/disable government validation
13. Enable/disable morphological validation
14. Enable/disable NFC validation
15. Enable/disable fingerprint validation
16. Hand selector for fingerprint reading
17. Enable/disable preview of captured photos
18. Enable/disable saving captured images
19. Enable/disable Passive Liveness
20. Enable/disable advanced tracking
21. Expand additional information
22. Log out
    {% endcolumn %}
    {% endcolumns %}

***

### **Capture a document**[​](#capturar-un-documento) <a href="#capturar-un-documento" id="capturar-un-documento"></a>

{% columns %}
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<figure><img src="/files/f7d6ece750b787e312325d5689d1e63029d0fd7f" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
First, a tutorial appears explaining how to capture the document.

The animation shows how to interact with the widget. The text gives details on how to perform this step correctly.

To continue, tap button (2). To go back, tap icon (1).

1. Back button
2. Continue button
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/7986699714d1fd8792ad72f2889bb0eb0876b429" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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If you have not previously granted the app camera permissions, a message will appear so you can accept those permissions. Camera access is necessary for document or face captures, among other things.

1. Deny button
2. Button to allow access
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/7a7b2afa23f316d66009510e1dea3e3d9aa58949" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Once in the widget, a text appears giving you instructions for the step to follow. In this case, your camera has been activated and you must focus on the front of your document. The document must fit within the frame (3), without the edges of the document extending beyond the frame. If lighting and sharpness conditions are adequate, the photo will be taken automatically.

If you have doubts or difficulties with this step, tap the information button (2) and a tutorial will open to help you.

To exit the widget without taking the capture, tap icon (1).

1. Close button
2. Information button
3. Frame to align the document
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/2905359a403047213487111cabcbeb391e59f7ba" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
This is the document capture tutorial. You access it by tapping the information icon (seen on the previous screen). Here you will see some tips on how to place the document or what to keep in mind so the capture can be performed. You can move by swiping right or left (3).

To skip the tutorial, tap button (2). To go back to document capture, tap icon (1).

1. Back button
2. Skip button
3. Page indicator
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/ad98a5570d0ed586d2dc97907fe9c43e4dac70c8" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/b6479da17039a5f738c39f12de67f74d6d33fd76" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The widget will show you in real time whether the capture could be made or whether there was a problem.

**If the capture was not made (1)**, retry this step until the widget takes the photo. The information button or error diagnostics can be very helpful for this step.

**If the capture was successful (2)**, a confirmation message will appear. Repeat the same step, this time with the back of your document.
{% endcolumn %}
{% endcolumns %}

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<figure><img src="/files/41b0d51203f1be00124416f1b5cebc30249a09a3" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
*Optional screen. It can be enabled from Settings.*

The widget has captured the document, and this preview screen is shown. Here you must check that the document is fully visible and that the data are readable.

If the photo is blurry, or there is data covered or cut off, we recommend tapping button (2) to retry the photo. A bad capture can lead to misinterpretation of the data and having to repeat the process again.

If the photo is sharp and the data are readable, tap button (3) to continue to the next step.

To exit and not continue, tap icon (1). Skipping this step will take you to the previous step.

1. Close button
2. Retry button
3. Continue button
   {% endcolumn %}
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{% column width="41.66666666666667%" %}

<figure><img src="/files/5b94baac4d95096e276fed31f93430d94e8f84dd" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Now capture the back of the document. The steps and instructions are the same as for capturing the front of the document.

Once the photo has been taken, you will have to check the capture preview to validate the photo or retake it. If it is validated, you will have completed the document capture process.
{% endcolumn %}
{% endcolumns %}

***

### **Scan NFC**[​](#escanear-nfc) <a href="#escanear-nfc" id="escanear-nfc"></a>

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<figure><img src="/files/4d9876f52b09e6fe9a30b7a94672a07f2d58d349" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The tutorial explains how to scan the NFC chip.

The animation shows how to interact with the widget. The text gives details on how to perform this step correctly.

If you need more information about NFC, tap button (2).

To go back, tap icon (1). To continue, tap button (3).

1. Back button
2. NFC information button
3. Continue button
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/0e5cb92392fc24f4be80c8414bd229c5146ebf84" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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If you tap the button for more information about NFC, this screen will appear.

To close this screen, tap icon (1) or button (2).

1. Back button
2. Continue button
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/187998a2ac4b8f55f522c3809c692eead575503a" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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Once NFC capture has started, a text appears giving instructions on what to do for a correct reading. To cancel the process, tap button (1) or button (2).

1. Button to cancel the process
2. Close button
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/1db9743fcbf84b6f1f90d084ba1eb0e62a2d66bb" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
When the document is in the correct position with respect to the device, data transfer will begin. Keep that position until the transfer finishes. To cancel the process, tap button (1) or button (2).

1. Button to cancel the process
2. Close button
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/ccb359c2a4db4c87caf3f7fc1d28a7a8e1874c41" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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In case of an error, it will be reported through this screen.
{% endcolumn %}
{% endcolumns %}

***

### **Capture the face**[​](#capturar-el-rostro) <a href="#capturar-el-rostro" id="capturar-el-rostro"></a>

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<figure><img src="/files/a7051cfeec416dbb6965148c38d998b41fad1aef" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The tutorial explains how to capture the face.

The animation shows how to interact with the widget. The text gives details on how to perform this step correctly.

To continue, tap button (2). To go back, tap icon (1).

1. Back button
2. Continue button
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/da9288a9effda88885d3c2f9a71e2e8f2f0710fd" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Once in the widget, a text (2) appears giving you instructions on how to position yourself, or what you need to take into account.

If you follow the instructions correctly, the capture will be made automatically and you will be directed to the next step.

To exit and not continue, you can close the widget by tapping icon (1).

1. Close button
2. Instruction text
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
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<figure><img src="/files/421aaade80746db732e52c2a39794ad787247c76" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
*Optional screen. It can be enabled from Settings.*

The widget has captured the face, and this preview screen is shown. Here you must check that the oval of your face is fully visible and sharp.

If the photo is blurry, or parts of your face are covered, we recommend tapping button (2) to retry the photo. A bad capture can lead to misinterpretation of the data and having to repeat the process again.

If the photo is sharp, tap button (3) to continue to the next step.

To go back, tap icon (1). Skipping this step will take you to the previous step.

1. Back button
2. Retry button
3. Continue button
   {% endcolumn %}
   {% endcolumns %}

***

### **Capture fingerprints**[​](#capturar-huellas-dactilares) <a href="#capturar-huellas-dactilares" id="capturar-huellas-dactilares"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/e332c2f198f5678fea3dfa935017898d5bb4d071" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The tutorial explains how to capture fingerprints.

The animation shows how to interact with the widget. The text gives details on how to perform this step correctly.

To continue, tap button (2). To go back, tap icon (1).

1. Back button
2. Continue button
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/f62293d7ce26b57dcbe0e8572538c8b4c388f01f" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Once started, the camera opens and you must place your fingers together on the marker. Keep your hand within the indicated area and follow the messages that appear on screen: bring your fingers closer together or move them apart, move them slowly to focus, show the fingertips, or use the indicated hand.

If a finger is missing or the fingers are not detected, adjust the position until all of them are visible within the marker. When the capture is ready, keep your fingers still. The app will capture the fingerprints automatically and you will have completed the step.

To go back, tap icon (1).

1. Back button
   {% endcolumn %}
   {% endcolumns %}

***

### **Results**[​](#resultados) <a href="#resultados" id="resultados"></a>

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<figure><img src="/files/340f15f741a1d648055b0135f57c90128ad0c3d4" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
After all onboarding steps are completed, the results screen appears. All extracted data are shown, as well as the recorded biometrics and security checks. For example, the photos of the document and the user (1), fingerprint reading, geolocation, or checks against government databases.

At the bottom, by tapping the hyperlink for each result (2)(3)(4)(5)(6)(7), you can access a more detailed version of that specific result.

To finish onboarding, tap button (8).

1. Captured images
2. See more of the extracted OCR data
3. See more of previous Onboarding
4. See more of validation in blocked list
5. See more of government service
6. See more of morphological validation
7. See more of NFC reading
8. Button to finish onboarding
   {% endcolumn %}
   {% endcolumns %}

***

### **Document signature**[​](#firma-de-documento) <a href="#firma-de-documento" id="firma-de-documento"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/181814453513db0b82f5f9191c34d2f230dac275" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
If user signing is enabled in Settings, and the onboarding process has been successful, you will be able to sign the document. To start the signing process, scroll to the bottom of the screen and tap button (2). To finish onboarding without signing, tap button (1).

1. Button to finish onboarding
2. Button to sign
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/eb3bde07c4a592faad59cfcb06343d9e1e35dab8" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Before signing, you must accept the GDPR. To enable the continue button (2), you have to reach the end of the GDPR by scrolling the side bar to the end. Once button (2) is enabled, tap it to start the signing process. To close or go back, tap button (3).

1. Button to go back
2. Button to sign
3. Button to close/go back
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/15119c72589a8eb2a81b27960ac2061f781f7f09" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
VideoID needs you to allow camera and microphone access to perform the process. To grant permission each time the app starts, tap button (1). To allow permission only this time, tap button (2). To cancel the permission and exit, tap button (3).

1. Button to allow access while using the app
2. Button to allow access only this time
3. Button to cancel access
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/84c6ca11f051b0aa0bca7ed8958c292f77d9c4ac" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The screen shows an oval (2) where you must place your face. The process will start automatically when the face is detected.

To exit the process, tap icon (1).

1. Button to exit the process
2. Oval to place the face
3. Rectangle to place the document
4. Instruction text
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/d1d1cf84c1dc0426f32526a81caadca323f6ce39" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Repeat the same step, this time reading aloud the text shown at the bottom (3).

After recording the voice, there will be a camera switch to capture the document.

To exit the process, tap icon (1).

1. Button to exit the process
2. Oval to place the face
3. Instruction text
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/6f32cf0eafa87b145b3073fd9684033bc3e4abef" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The screen shows a rectangle (2) where you must position the front of the document. The process will start automatically when the document is detected.

To exit the process, tap icon (1).

1. Button to exit the process
2. Rectangle to place the document
3. Instruction text
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/8ed992735225ee839b20d28f276e819961618b8b" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Repeat the same step, this time showing the back of your document within the rectangle (2).

To exit the process, tap icon (1).

1. Button to exit the process
2. Rectangle to place the document
3. Instruction text
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/5366ea31f0fdc89cacc6c6274f2b1b45d3558ce5" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
If you tap the close icon, this floating window will appear. To finish this process and exit, tap button (2). To cancel this window and continue with the video recording, tap (1).

1. Cancel button
2. Finish button
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/751f983980476ff0abc8ba3e0f9556cc71e39c4b" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
If the video recording is correct, tap button (3) to send it and finish. You can repeat the recording by tapping button (2). Tap button (1) to close this screen.

1. Close button
2. Button to repeat recording
3. Finish button
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/e40b93b128e4cc0dcb38d6e4ac64c3b19171dfb8" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
If the video recording is sent successfully, this screen will appear.
{% endcolumn %}
{% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/b73fa2efc30f5ed5aef21697cbf2c2eb1389d593" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
If the video recording has an error, this screen will appear. Tap button (2) to retry. To close the process and exit VideoID, tap icon (1).

1. Close button
2. Retry button
   {% endcolumn %}
   {% endcolumns %}

***

### **Errors**[​](#errores) <a href="#errores" id="errores"></a>

#### **Allowed attempts**[​](#intentos-permitidos) <a href="#intentos-permitidos" id="intentos-permitidos"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/b8d1a7efc01b774cc279bb8586878ca5f288229c" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
For security, there is a limit to the number of attempts allowed for certain actions. If this error appears, it is because you have made X consecutive unsuccessful attempts. You must wait until the time ends before trying this step again.

Tapping button (2) takes you back to the widget to retry this step. If you want to close this screen, tap icon (1).

1. Close button
2. Retry button
   {% endcolumn %}
   {% endcolumns %}

#### **Camera permissions**[​](#permisos-de-cámara) <a href="#permisos-de-camara" id="permisos-de-camara"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/55e1431969f3e3c7d76993cbdbf4bf81b31ae641" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Camera permission had previously been denied, but the widget is trying to access it.

Tapping button (2) will take you to the app permissions so you can enable them. Otherwise, to close this error screen tap icon (1).

1. Close button
2. Button to go to phone permissions
   {% endcolumn %}
   {% endcolumns %}

#### **Update the application**[​](#actualizar-la-aplicación) <a href="#actualizar-la-aplicacion" id="actualizar-la-aplicacion"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/b3a462baf75a1b443c13a41695108928372c465c" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
A new version of the application is available, and it needs to be updated. Usually, for bug fixes or feature improvements.

Tapping button (2) will take you to the download page to update the app. Otherwise, to close this error screen tap icon (1).

1. Close button
2. Button to update
   {% endcolumn %}
   {% endcolumns %}

#### **Technical issue**[​](#problema-técnico) <a href="#problema-tecnico" id="problema-tecnico"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/3eb626da7b351128d3d60f279a01a6626f580b70" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
An internal error has occurred in the app and it is necessary to restart the last step for a correct record.

Tapping button (2) will retry this step. Otherwise, to close this error screen tap icon (1).

1. Close button
2. Retry button
   {% endcolumn %}
   {% endcolumns %}

#### **Timeout exceeded**[​](#tiempo-superado) <a href="#tiempo-superado" id="tiempo-superado"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/7ca088ee80920d830e67cdbcc58e89f6a3734eb4" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The maximum time for the widget to perform the capture has been exceeded.

The most likely case is that the necessary conditions were not met for the widget to take a proper photo.

Retry this step following the instructions on screen, or by tapping the information icon (if any) to receive tips.

1. Close button
2. Retry button
   {% endcolumn %}
   {% endcolumns %}

#### **Problems reading the document**[​](#problemas-al-leer-el-documento) <a href="#problemas-al-leer-el-documento" id="problemas-al-leer-el-documento"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/5da7950f4be511edc908c542aaada7336a0eb93a" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The device sensor does not detect NFC. This may be due to:

* The document is too far from the device. We recommend bringing the document and device together so they make contact.
* The document and the device are together, but it does not detect it: slide one lightly over the other until the device detects the document. Depending on the device brand, the sensor is located in a different area. For this reason, we recommend bringing the document to the back of the device and moving it around until you find the internal sensor.

Retry this step following the instructions on screen, or by tapping the information icon (if any) to receive tips.

1. Close button
2. Retry button
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/ef3144ea0cdc7362a7b97ed2a3553cc9e479bca6" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
This error appears when data transfer via NFC has started, but the connection was lost during the transfer. This may be due to:

* The device or document moved while the transfer was taking place. When it starts loading, keep that position until it finishes.

Retry this step following the instructions on screen, or by tapping the information icon (if any) to receive tips.

1. Close button
2. Retry button
   {% endcolumn %}
   {% endcolumns %}

#### **The document has glare**[​](#el-documento-tiene-brillos) <a href="#el-documento-tiene-brillos" id="el-documento-tiene-brillos"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/2ff8041806a78271e7e0eae0d5797b3c5e4a02c7" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
There is glare on the document that covers the data, and the widget cannot take the photo because it cannot read all the data correctly.

Retry this step following the instructions on screen, or by tapping the information icon (if any) to receive tips.

1. Close button
2. Retry button
   {% endcolumn %}
   {% endcolumns %}

#### **Several chips**[​](#varios-chips) <a href="#varios-chips" id="varios-chips"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/f0f7d90b14151442cd8d325113f2ff4083510c73" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
This error appears when, in addition to NFC, it is detecting other chips nearby. This may be due to:

* The document is together with other documents: move the selected document away from the rest of the documents for the onboarding.

Retry this step following the instructions on screen, or by tapping the information icon (if any) to receive tips.

1. Close button
2. Retry button
   {% endcolumn %}
   {% endcolumns %}

#### **Blurry image**[​](#imagen-borrosa) <a href="#imagen-borrosa" id="imagen-borrosa"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/3836c50b3584b5ace94b535d506bde46960681d3" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The image is not sharp. This may be due to:

* The lens is dirty and the photo comes out blurry
* There is movement in the image. The camera and the image must remain as still as possible.
* There is not enough light in the environment for a clear image capture.

Tapping button (2) will retry this step. Otherwise, to close this error screen tap icon (1).

1. Close button
2. Retry button
   {% endcolumn %}
   {% endcolumns %}

#### **Inactivity**[​](#inactividad) <a href="#inactividad" id="inactividad"></a>

{% columns %}
{% column width="41.66666666666667%" %}

<figure><img src="/files/221cdfab0a9237d90cb9a3afc06726814fd4b971" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The application does not detect movement. This may be because the widget started, but has been inactive for some time.

Retry this step following the instructions on screen, or by tapping the information icon (if any) to receive tips.

1. Close button
2. Retry button
   {% endcolumn %}
   {% endcolumns %}

***

### **Frequently Asked Questions (FAQ)**[​](#preguntas-frecuentes-faq) <a href="#preguntas-frecuentes-faq" id="preguntas-frecuentes-faq"></a>

* **What is a digital onboarding?**\
  Process in which companies onboard their customers and users securely and quickly thanks to biometrics.
* **What is NFC?**\
  \&#xNAN;*Near Field Communication*. Wireless communication technology that facilitates the exchange of data between devices. It is frequently used in the financial sector.
* **What is OCR?**\
  Optical Character Recognition. It is a process that allows extracting the text contained in an image or document.
* **Error during document capture, what can I do?**\
  If during document capture you were unable to obtain a successful capture, it is recommended to follow these suggestions:
  * Avoid excessive glare and shadows to obtain a clear and sharp image.
  * Use a uniform background that allows the document to stand out from the image.
  * Do not cover the edges of the document with your fingers when capturing the image.
  * Make sure the document is well focused and framed within the image.
  * Verify that the text in the image is readable and well lit.
  * Make sure the captured image is sharp and centered to obtain the best results.
* **Error during face capture, what can I do?**\
  If during face capture you were unable to obtain a successful capture, it is recommended to follow these suggestions:
  * Avoid excessive glare and shadows to obtain a clear and sharp image.
  * Use a uniform background so the image stands out.
  * Do not cover parts of the face with hair, masks, or dark glasses.
  * Make sure the face is centered and inside the circle.
  * Verify that proper lighting is maintained and avoid dark places.
  * Make sure the captured image is sharp and centered to obtain the best results.

***Most common errors/issues and how to solve them***

* **Connection error**: A connection error is displayed and does not allow you to continue.
* **Error due to service outage**: A connection error is displayed and does not allow you to continue.

  There is monitoring of production services to report these issues and resolve them as quickly as possible.
* **Document is not captured (timeout 10 seconds)**: Previous checks to perform:

  * Validate that when trying to capture the document, glare does not interfere and document fields are not being covered.
  * Validate that the correct country has been selected.
  * Validate that the correct document type has been selected (a distinction is made between identity documents and foreign national documents).

  If the document is not modeled, it is necessary to make the request to the Sales team to include it in future versions.
* **Selfie is not captured:** Previous checks to perform:
  * Validate that the lighting conditions allow the face to be seen correctly.
  * Validate the messages about face distance from the camera.
* **Biometric authentication error**: Biometric validation may produce the following error results:
  * Negative biometric authentication
    * If a positive result is expected, validate:
      * That the selfie taken is clear and does not have occlusions that could cause problems.
      * That the photo taken of the document has no glare and is not blurry (this should be validated while the document capture is being made).
    * False rejections: false rejections may occur for the following reasons:
      * The photo of the document and the selfie are very different (excessive passage of time, significant changes in the face, image quality, occlusions).
  * Positive biometric authentication
    * If a negative result is expected:
      * False acceptances:
        * If tests are being carried out among family members (twins, siblings, parents-children, cousins, etc.), it is recommended to submit the request to Sales so that a higher security threshold is applied, suitable for this type of environment.
  * Biometric authentication not performed
    * Validate that the photo taken of the document has no glare, is not blurry, and has no occlusions (for example: holograms, reflections).
* **Liveness check not passed**: The liveness check may present the following errors:
  * Liveness check NOT passed. If a positive result is expected, validate:
    * That there are no other people (faces) in the selfie, the technology rejects the liveness check if there is more than one face in the image
    * That there are no backlights or bright screens in the background
    * That the eyes are not closed
    * That sunglasses are not being worn
  * Troubleshooting:
    * Avoid the use of glasses and occlusions
    * Find a suitable background, without screens or glare
    * Avoid having faces behind when taking the selfie
    * If there is no way to pass the liveness check, there is the option to disable this validation from the configuration screen
  * Liveness check passed. If a negative result is expected:
    * False acceptances:
      * If presentation attack tests are being carried out (screens, printed photos, masks), it is recommended to submit the request to Sales so that a higher security threshold is applied, suitable for this type of environment.
* **Incorrect OCR (personal data)**: OCR quality problems are usually associated with poor document captures (blurry, glare, occlusions, etc.); if recurring problems are detected in the fields shown, Sales should be contacted to process strengthening of the document model.
* **Geolocation**: Geolocation validation is performed against the document issuer country.
* **Face matching**: The face matching evaluation is performed by comparing the common data between the front and back; if there is an error in the expected result, you can check in the OCR detail whether the fields are being captured and labeled correctly.

  We have experience that in new documents (not yet analyzed in detail) errors may occur in this diagnosis due to mislabeling of the fields. Sales should be contacted to make the necessary adjustments.
* **Previous Onboarding**: The previous onboarding validation is performed against previous successful onboardings carried out in the same tenant.

  For efficiency reasons, the previous onboardings database is emptied periodically, so it is recommended to perform an onboarding before enabling the functionality.
* **Blocklist**: Validation against blacklists is performed against the face database created in the tenant from the platform, through the Anti-fraud - Rules module.
* **Government service**: Government services validation is only available in specific countries; the updated country list is maintained by Sales.

  The availability of the government service depends on the service provider itself, so its status cannot be guaranteed.
* **NFC reading**: Currently in the NFC tab all data collected from the chip are shown and, if the document allows it, the result of the biometric validation between the selfie and the photo stored in the chip.