> 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/ios/demo.md).

# Demo

**Facephi Onboarding News v.7.2.0**

New version 7.2.0. Interface update

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

“Facephi Onboarding is an application that allows you to perform an online Onboarding in a simple way from two to 5 steps. To start the Flow, we will select the country and the document to scan. On the configuration screen, we can configure this Flow. At the end, we will have a results screen where we can see the verification of the information from both the document and the liveness check and the person's photo, as well as the other options we have configured. All extracted data is stored on our servers, and can be consulted at any time from our platform.”

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

Facephi Onboarding is compatible with devices running iOS 14.5 or higher.

This application can be downloaded from [here](https://apps.apple.com/es/app/facephi-onboarding/id1524601279). To install it, you only need to run the application. It is recommended to keep the latest version updated.

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

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

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

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<figure><img src="/files/ee9a80bde19510f314fe81e5d16cbeaa13e4d842" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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If the entered username and/or password are incorrect, a message appears informing you of this and allowing you to try again (1).

1. Retake button
   {% endcolumn %}
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### **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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Through the “Privacy Policy - Terms” link, the General Data Protection Regulation is displayed. To close this message, press button (1) or (2).

1. Button to close screen
2. Button to close message
   {% endcolumn %}
   {% endcolumns %}

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

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<figure><img src="/files/744b2d5c8623a1fb3ba9128a75093b742f4517a0" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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To create an account, you must fill in the required fields (1)(2)(3). The checkbox for consent to personal data must be checked (4). Optionally, you can also review the privacy policy by tapping the hyperlink (5).

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

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

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

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<figure><img src="/files/46521edb2a89f22ca774ff38a7e84c69fc0bcc6e" alt=""><figcaption></figcaption></figure>
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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, press button (1). If you allow camera access, press button (2).

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

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<figure><img src="/files/03e0f68d8fed074e028a91f631f85f99159ff6f8" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

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

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

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<figure><img src="/files/05b1652b96fdee122efa736fd8cd90de3578bf05" alt=""><figcaption></figcaption></figure>
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If you reject location permission, the app will use the device's country as a reference. To close this notice, press button (1), or go to Settings to accept permission using button (2).

1. Cancel button
2. Button to go to Settings
   {% endcolumn %}
   {% endcolumns %}

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

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This is where the Onboarding begins. You can configure it by pressing the Settings icon (1)

Choose how to capture your document (2): manually or automatically. If you choose manual, select the country of the document you will use (3) and the type of document (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 has been configured and the document selected, press 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
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<figure><img src="/files/ecd832322c4cefc0d33c00f78e693a56cf122b23" alt=""><figcaption></figcaption></figure>
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If you choose automatic capture mode (2), it is not necessary to select the country or document type.

Once the Flow has been configured, press 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 %}

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

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Several parameters appear in Settings that you can expand (2)(3)(6)(9)(15), activate or deactivate (4)(5)(7)(8)(10)(11)(12)(13)(14)(16)(17)(18). For example, to choose the document type, allow the signature at the end of the Onboarding, or security validators.

You can also log out by pressing the button found at the very bottom (20).

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

1. Back button
2. Country selector
3. Identity document selector
4. Enable geolocation
5. Enable Video Assistance
6. Select the help type for Video Assistance
7. Enable Onboarding recording
8. Allow signature
9. Select signature type
10. Enable previous Onboarding validation
11. Enable blocklist validation
12. Enable government validation
13. Enable document authenticity validation
14. Enable NFC validation
15. Enable fingerprint validation
16. Hand selector for fingerprint reading
17. Enable preview of captured photos
18. Enable saving of captured images
19. Enable Passive Liveness
20. Enable advanced Tracking
21. Show additional information
22. Log out
    {% endcolumn %}
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<figure><img src="/files/8d085959f6f072d59531fb14be74f84bd8486333" alt=""><figcaption></figcaption></figure>
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{% column %}
If you tapped on “additional information” on the previous screen, this screen will appear. From here, you can delete your account with button (2).

To go back to the Settings screen, press button (1).

1. Back button
2. Button to delete account
   {% endcolumn %}
   {% endcolumns %}

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

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First, a tutorial appears explaining how to perform Document Capture.

The animation shows how to interact with the Widget. The text gives details on how to carry out this step correctly.

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

1. Back button
2. Continue button
   {% endcolumn %}
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{% 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 to capture the document or face, among other things.

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

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<figure><img src="/files/2eec2a134d6662d09c2df5d8a4c2a9079ce33e68" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

If you have questions or difficulties with this step, press the information button (2) and a tutorial that may help you will open.

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

1. Back button
2. Information button
3. Frame to align the document
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<figure><img src="/files/fb4da4a371dd537e8d3baf6925fd2f13ee962d1d" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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This is the Document Capture tutorial. It is accessed by pressing the information icon (seen on the previous screen). Here, some tips are shown on how to place the document or what to keep in mind for the capture to be performed. You can skip this step by pressing (2). You can move through it by swiping right or left (3) or pressing next (4)

To go back to Document Capture, press icon (1).

1. Back button
2. Skip button
3. Page indicator
4. Next button
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<figure><img src="/files/ad98a5570d0ed586d2dc97907fe9c43e4dac70c8" alt=""><figcaption></figcaption></figure>

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

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The widget will show you in real time whether the capture was successful or whether there has been a problem.

**If the capture was not performed (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 side of your document.
{% endcolumn %}
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<figure><img src="/files/3cd18bd375e6a282675e961747857fa6a6ea94f4" alt=""><figcaption></figcaption></figure>
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*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 is legible.

If the photo is blurry, or data is hidden or cut off, we recommend pressing button (2) to retry the photo. A bad capture can lead to a poor interpretation of the data and having to repeat the process again.

If the photo is sharp and the data is easy to read, press button (3) to continue with the next step.

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

1. Back button
2. Retake button
3. Continue button
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Now capture the back side of the document. The steps and the instructions are the same as for capturing the front side of the document.

Once the photo has been taken, you will need to review the capture preview to validate the photo or retake it. If it is validated, you will have completed the Document Capture process.
{% endcolumn %}
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### **Scan NFC**[​](#escanear-nfc) <a href="#escanear-nfc" id="escanear-nfc"></a>

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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 carry out this step correctly.

To go back, press icon (1).

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

To continue, press button (3).

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

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<figure><img src="/files/54eec86b0b976e0b6a095fcefd63abbed41758cf" alt=""><figcaption></figcaption></figure>
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If you tapped the button to get more information about NFC, this screen will be displayed.

To close this screen, press icon (1).

1. Button to close
2. Page indicator
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<figure><img src="/files/dd2dd293fd37d26c29959ca7af34ab8e67ec73e7" alt=""><figcaption></figcaption></figure>
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Once NFC capture has started, text appears giving instructions on what to do for a correct reading.

To cancel this process, press button (1) or (3).

1. Button to cancel the process
2. Text with instructions
3. Button to cancel
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/3404ccbf44658cab429c1e86be8eb8c4c78cc30f" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
When the document is in the correct position relative to the device, the data transfer will begin. Keep it in that position until the transfer finishes.

To cancel this process, press button (1) or (3).

1. Button to cancel the process
2. Text with instructions
3. Button to cancel
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/74e6f98e05ba64b23adb729e584ec5d50c38a783" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
In case of an error, it will be reported on this screen.

* To close this screen, press button (1).
* To skip this step, press (2).
* To try again, press button (3).
* Button to close
* Button to skip step
* Retake button
  {% 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/8318dc84d32a8a9a8fbee5e3a2a7e52549ae80ff" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The tutorial explains how to perform Face Capture.

The animation shows how to interact with the Widget. The text gives details on how to carry out this step correctly.

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

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

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<figure><img src="/files/41f3547b9cc3f16268cce9e062e8774b5258efbf" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Once in the widget, a text (3) 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 taken to the next step. If you want to see more instructions on how to perform the capture, press the information icon (2).

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

1. Close button
2. Information button
3. Text with instructions
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/5a87bd53f552838184c378ee76b8c4fad36f616d" 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 clear.

If the photo is blurry, or there are parts of your face that are covered, we recommend pressing button (2) to retake the photo. A poor capture can lead to a poor interpretation of the data and require repeating the process again.

If the photo is clear, press button (3) to continue with the next step.

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

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

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

{% columns %}
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<figure><img src="/files/2bb668aa3b9880f3332320e77a3dc3cc52a20ae6" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The tutorial explains how to perform Fingerprint Capture.

The animation shows how to interact with the Widget. The text gives details on how to carry out this step correctly.

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

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

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{% column width="41.66666666666667%" %}

<figure><img src="/files/e27400d078f135060873f94e54cdb96d1501f6fc" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Once started, your camera opens and you must point it at your fingers. On one side, a bar appears that increases or decreases depending on the position of your fingers. Move the camera farther from or closer to a position where the meter is full, and hold that position. When the meter fills up, it will take a photo automatically and you will have completed the step.

To go back, press icon (1).

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

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

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<figure><img src="/files/ae80983ff4d57030e9855d6b47a95131820eb0dc" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
Once all the Onboarding steps are completed, the results screen appears. All extracted data is shown, as well as the registered biometrics and security checks. For example, the document and user photos (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)(8), we can access a more detailed version of that specific result.

To finish the Onboarding, press button (10).

1. Captured images
2. See more of the extracted OCR data
3. See more of previous Onboarding
4. See more of blocklist validation
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/59c1803e005ab42fc07a4c0a21f08faf34782b09" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

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

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{% column width="41.66666666666667%" %}

<figure><img src="/files/9bde4f165036dfbdb5b6bcc7a92be61d4b9526a5" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

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

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

<figure><img src="/files/18bd76fd11f305c71bb221cef9a7666029d471a6" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

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

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{% column width="41.66666666666667%" %}

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

{% column %}
An oval (2) is shown on the screen where you should place your face. The process will start automatically when the face is detected.

To exit the process, press icon (1).

1. Button to exit the process
2. Oval for placing the face
3. Rectangle for placing the document
4. Text with instructions
   {% 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 that appears at the bottom (3).

After recording the voice, there will be a camera change so that the document can be captured.

To exit the process, press icon (1).

1. Button to exit the process
2. Oval for placing the face
3. Text with instructions
   {% endcolumn %}
   {% endcolumns %}

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

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

{% column %}
A rectangle (2) is shown on the screen where you should place the front of the document. The process will start automatically when the document is detected.

To exit the process, press icon (1).

1. Button to exit the process
2. Rectangle for placing the document
3. Text with instructions
   {% 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 side of your document inside rectangle (2).

To exit the process, press icon (1).

1. Button to exit the process
2. Rectangle for placing the document
3. Text with instructions
   {% endcolumn %}
   {% endcolumns %}

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

<figure><img src="/files/89f39e33218156f46ea08a62029916a8533bf0f9" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

1. Button to cancel
2. Button to finish
   {% endcolumn %}
   {% endcolumns %}

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

<figure><img src="/files/e2a704610b1ad81627f0336f7302320f03aed0b0" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
If the video recording is correct, press button (3) to send it and finish. You can repeat the recording by pressing button (2).

1. Close button
2. Button to repeat recording
3. Button to finish
   {% 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/3e7d4cc97a602ed4dd1b02b340f2afb14fae561a" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

1. Button to close
2. Retake 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/165341ccf75b5e1526d26f6f7818812c8eda788f" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

Pressing button (2) takes you back to the Widget to retry this step. If you want to go back, press icon (1).

1. Back button
2. Retake 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/a666f5a02881784c8435c3fc547dcf4428eb9391" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

By pressing button (2) you will be directed to the app permissions so you can enable them. Otherwise, to close this error screen press icon (1).

1. Back button
2. Button to go to mobile 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/93f9624d5048308a100284e95f8d91ebf20a51cc" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
There is a new version of the application, and it needs to be updated. Usually, this is due to bug fixes or the implementation of improvements.

By pressing button (2) you will be directed to the download page to update the app. Conversely, to close this error screen press icon (1).

1. Back button
2. Button to refresh
   {% endcolumn %}
   {% endcolumns %}

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

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

<figure><img src="/files/43b459e1cd6b360953a597325646516ea114d7ff" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

By pressing button (2) you will retry this step. Otherwise, to close this error screen, press icon (1).

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

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

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

<figure><img src="/files/2f666afe39458a958987673a7cb977b7911d7743" 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 for the widget to take an appropriate photo were not met.

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

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

#### **Document reading problems**[​](#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/88d4ecc5ab580c942c84ca1083934b10a5ffb144" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

* The document is too far from the device. We recommend bringing the document and device together so they are in contact.
* The document and device are together, but it does not detect it: lightly slide one 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 exploring until you find the internal sensor.

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

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

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

<figure><img src="/files/cd5b95745c00f3461aa50d5d6d21729e045c1de7" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

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

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

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

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

<figure><img src="/files/80005790df7b1b29267feee52321dc1f3d9239c1" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
There are reflections on the document that cover the data, and the widget cannot take the photo because it cannot read all the data correctly.

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

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

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

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

<figure><img src="/files/8f33fdeeac2e35983607cacb69a72933ed583aed" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

* The document is next to other documents: move the document you selected for the Onboarding away from the rest of the documents.

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

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

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

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

<figure><img src="/files/1b6a80ccdcf0d355bd42e05134b1ebaa6b98e4df" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column %}
The image is not sharp. It 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 capture of the image.

By pressing button (2) you will retry this step. Otherwise, to close this error screen, press icon (1).

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

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

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

<figure><img src="/files/7054da1c140355c190e075013a02160eabfae512" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

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

1. Back button
2. Retake 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?***

A process in which companies onboard their clients and users securely and quickly thanks to biometrics.

* ***What is NFC?***

Near Field Communication. A 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 have not been able to obtain a successful capture, we recommend following the suggestions below.

* Avoid excessive reflections and shadows to obtain a clear and sharp image.
* Use a uniform background that makes the document 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 legible 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 have not been able to obtain a successful capture, we recommend following the suggestions below.

* Avoid excessive reflections and shadows to obtain a clear and sharp image.
* Use a uniform background so the image stands out.
* Do not cover parts of your face with hair, masks, or dark glasses.
* Make sure the face is centered and inside the circle.
* Check 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 shown and does not allow you to continue.
* **Error due to service outage**: A connection error is shown and does not allow you to continue.

  There are monitors on the production services to notify of these issues and resolve them as quickly as possible.
* **The document is not captured (10-second Timeout)**: Pre-checks to perform:

  * Validate that when attempting to capture the document, reflections do not affect it and you are not covering fields on the document.
  * 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 foreigner documents).

  If the document is not modeled, it is necessary to make the request to the Sales team to include it in future versions.
* **I can't capture the selfie:** Pre-checks to perform:
  * Validate that the lighting conditions allow the face to be seen correctly.
  * Validate the messages about the face's distance from the camera.
* **Biometric authentication error**: Biometric validation may return 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 reflections and is not blurry (this should be validated while the Document Capture is being performed).
    * False rejections: false rejections may occur for the following reasons:
      * The photo of the document and the selfie are very different (too much time has passed, major 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, appropriate for this type of environment, is applied.
  * Biometric authentication not performed:
    * Validate that the photo taken of the document has no reflections, 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 screens with reflections in the background
    * That your eyes are not closed
    * That you are not wearing sunglasses
  * Troubleshooting:
    * Avoid using glasses and occlusions
    * Find a suitable background, without screens or reflections
    * Avoid having faces behind you 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 tests are being carried out against presentation attacks (screens, printed photos, masks), it is recommended to submit the request to Sales so that a higher security threshold, appropriate for this type of environment, is applied.
* **Incorrect OCR (personal data)**: OCR quality issues are usually associated with poor document captures (blurry, reflections, occlusions, etc.); if recurrent problems are detected in the displayed fields, you should contact Sales to request strengthening of the document modeling.
* **Geolocation**: The geolocation validation is performed against the document issuer's country.
* **Face matching**: The face matching evaluation is performed by comparing the common data between the front and back sides; in case of 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 poor field labeling. Sales should be contacted to make the necessary adjustments.
* **Previous Onboarding**: Previous Onboarding validation is performed against previous successful onboardings carried out in the same tenant.

  For efficiency reasons, the database of previous onboardings is periodically emptied, so it is recommended to perform an Onboarding before enabling the feature.
* **Blocklist**: The 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 service validation is only available in specific countries; the updated list of countries 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, the NFC tab shows all the data collected from the chip and, if the document allows it, the result of the biometric validation between the selfie and the photo stored on the chip.