> 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/web/demo.md).

# Demo

**Demo Onboarding v.1.11.0;** The manual images show an updated version of the interface; the current demo may differ temporarily.

### **Introduction** <a href="#introduccion" id="introduccion"></a>

Onboarding is a remote, online registration process that is carried out the first time a user accesses a service or product.

To carry out Onboarding, the document information is automatically captured and a selfie or Face Capture is taken. Document Capture includes OCR extraction, allowing all the document data (identity card, passport, driver's license, etc.) to be extracted in real time. Facial biometrics compare the image from the document or other databases against the user's selfie. It also allows video assistance and video recording.

As for the demo product, depending on the configuration that has been set, the obtained results are displayed.

### **Requirements and installation** <a href="#requisitos-e-instalacion" id="requisitos-e-instalacion"></a>

To be able to use Facephi Onboarding, you must have a compatible browser on your device, since it works within a web address. The compatible operating systems and browsers are:

* Windows, macOS, Android, iOS.
* Mozilla Firefox, Google Chrome, Opera, Safari.

### **Log in** <a href="#iniciar-sesion" id="iniciar-sesion"></a>

{% columns %}
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To log in, enter your email (2) and password (3). By pressing the icon (4) you can show/hide your password. Once the data has been entered, press the button (5) to move to the next screen.

If you have not entered your details correctly, an alert message will appear below each of the fields (2) and (3).

If you need to change the language, in the dropdown menu (1) you can switch between Spanish, English, and Portuguese.

1. Language change dropdown menu
2. Username text field
3. Password text field
4. Button to show password
5. Button to log in
6. Hyperlink to switch to another device

If you are on a computer and want to do the process with a mobile phone, you can click the hyperlink (6). A screen with a QR Code will appear that you must scan with your device's camera.<br>

<br>
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### **Access with QR Code** <a href="#acceder-con-qr" id="acceder-con-qr"></a>

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<figure><img src="/files/9af80c20dca5227e51a441afffc5b18565eeea12" alt=""><figcaption></figcaption></figure>
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Through this QR Code you can access the website from a mobile device. Scan the QR Code that appears on screen (3) with your device.

If you want to go back to the login screen, press button (2).

1. Language change dropdown menu
2. Back button
3. QR Code

<br>
{% endcolumn %}
{% endcolumns %}

### **General Data Protection Regulation** <a href="#reglamento-general-de-proteccion-de-datos" id="reglamento-general-de-proteccion-de-datos"></a>

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<figure><img src="/files/98540fc173cd32c435539901e4c006cfb0bdfd70" alt=""><figcaption></figcaption></figure>
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After logging in, if it is the first time you access it or if you have recently cleared your device cache, the General Data Protection Regulation will be displayed.

To accept the GDPR, press button (3). If it appears disabled, you must scroll the side bar (2) down to confirm that you have read the GDPR. Once confirmed, the accept button (3) will be enabled.

If you want to decline the GDPR, press button (4).

1. Language change dropdown menu
2. Scroll bar
3. Button to accept the GDPR
4. Button to decline the GDPR

<br>
{% endcolumn %}
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<figure><img src="/files/8218a48006b4dba042eb4ce42ee0361425426b9e" alt=""><figcaption></figcaption></figure>
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If the GDPR is declined, a confirmation pop-up appears. Declining the GDPR will log you out.

To log out, press button (2).

To close this message and continue with your active session, press button (3) or icon (1).

You will not be able to continue with the process until you have accepted the GDPR.

1. Button to cancel the action
2. Logout button
3. Button to cancel the action

<br>
{% endcolumn %}
{% endcolumns %}

### **Choose document and country** <a href="#elegir-documento-y-pais" id="elegir-documento-y-pais"></a>

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<figure><img src="/files/1795e7993c2b49041dcc0005c0bd1658dc0c5eaf" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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Onboarding starts here. You can choose the country of the document you will use (3) and the document type (4). If you do not select a country, the Widget will try to auto-detect it.

If you need to configure more parameters, press (2) or log out by pressing the button (1).

To continue, press button (5) to start the process.

1. Logout button
2. Settings button
3. Country selector
4. Document selector
5. Continue button

<br>
{% endcolumn %}
{% endcolumns %}

### **Settings** <a href="#configuracion" id="configuracion"></a>

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<figure><img src="/files/63cf7a004c7c6e0fc1a51fa63f08143e870de2b8" alt=""><figcaption></figcaption></figure>
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In Settings, several parameters appear that you can select with the round buttons (4)(7) and enable or disable with the buttons (5)(6)(8)(9)(10)(11)(12)(13).

If Signature (6) is enabled, selection (7) of certain associated parameters will be enabled.

To go back to the previous screen, press the back icon (3).

1. Logout button
2. Settings button
3. Back button
4. Identity document selector
5. Enable Onboarding recording
6. Allow signature
7. Select the signature type
8. Enable previous Onboarding validation
9. Enable government validation
10. Enable document morphologic validation
11. Enable preview of captured photos
12. Enable saving of captured images
13. Enable advanced tracking

<br>
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### **Pre-start errors** <a href="#proceso-de-biometria-facial" id="proceso-de-biometria-facial"></a>

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<figure><img src="/files/6fa9058fcbe32c452ce74665e0b12535189cf64d" alt=""><figcaption></figcaption></figure>
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If, when starting the process, it is detected that camera permissions are not enabled, a message will be displayed informing you of this situation.

To continue, it is mandatory to enable camera permissions from the browser or the operating system.

Once enabled, it is necessary to reload the page to restart the process correctly.
{% endcolumn %}
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<figure><img src="/files/f5fb2fd18ae637a038b7d546f54bf2c1edf3c535" alt=""><figcaption></figcaption></figure>
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If, when starting the process, a problem with the camera is detected that prevents access to it, a message will be displayed indicating that you need to try the process from another device.

This step is mandatory, since without camera access it is not possible to continue with the verification flow.
{% endcolumn %}
{% endcolumns %}

### **Capture a document** <a href="#capturar-un-documento" id="capturar-un-documento"></a>

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<figure><img src="/files/e055deb7f3e35d6ff44a65a22d558b2c5662ceeb" alt=""><figcaption></figcaption></figure>
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To capture the document, a tutorial first appears explaining how to do document capture.

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

To start the process, press button (2).

1. Logout button
2. Button to start the process

<br>
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<figure><img src="/files/ed60ee736e9a514f4d8fb46c11936321178fa8a3" 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 allow camera access, press button (1). If you do not want to grant these permissions, press button (2).

1. Button to allow access
2. Button to cancel access

<br>
{% endcolumn %}
{% endcolumns %}

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<figure><img src="/files/5dcfa23fd41bdfe6156e5621a0ee90566e4001a3" alt=""><figcaption></figcaption></figure>
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Once in the Widget, a text appears that gives you instructions for the step to be performed. In this case, your camera has been activated and you must focus on the front or back of your document. The document must fit inside the rectangle (4), 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 doubts or difficulties with this step, press the information button (3) and a tutorial will open that may help you.

To exit the Widget without capturing, press icon (2).

1. Logout button
2. Button to close the process
3. Information button
4. Frame to position the document

<br>
{% endcolumn %}
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<figure><img src="/files/b6def23c3f0c4f720b86cc9317cad6481495baeb" alt=""><figcaption></figcaption></figure>
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This is the document capture tutorial. Here you will see some tips on how to place the document, or what things you need to take into account for the capture to be successful. There are a total of 3 tips.

To see them, press button (4) or (5). To go back to document capture, press button (3).

To exit the Widget without capturing, press icon (2).

1. Logout button
2. Button to close the process
3. Back button
4. Previous button
5. Next button

<br>
{% endcolumn %}
{% endcolumns %}

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<figure><img src="/files/833e3248f544c86488b5b1a2115ff5444f8b0801" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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During this process, help messages will appear inside the status notification (4) to help you make a correct capture. For example, correcting the document tilt, if there are reflections, or if it is too close/far away.

1. Logout button
2. Button to close the process
3. Information button
4. Status notification
5. Frame to position the document

<br>
{% endcolumn %}
{% endcolumns %}

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<figure><img src="/files/c73caf9c37b6d4e0a0dc3d630da6c7b88948926f" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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

The process status is indicated in the status notification (4) with a different message and color.

If the capture fails, retry this step until the Widget makes a correct capture. The information button (3) can be very helpful for this step.

If the capture is successful, a confirmation message will appear. Repeat the same step, this time with the back side of your document.

1. Logout button
2. Button to close the process
3. Information button
4. Status notification
5. Frame to position the document

<br>
{% endcolumn %}
{% endcolumns %}

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<figure><img src="/files/07f927adb5cc7da8443c93a67f8b1351cd5270f1" alt=""><figcaption></figcaption></figure>
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Once the document capture has been completed, a preview screen may appear. Here you must check that the document is fully visible and that the data is readable.

If the photo is blurry, or if data is hidden or cut off, we recommend pressing button (4) to retry the photo. A bad capture can lead to a bad interpretation of the data and having to repeat the process again.

If the photo is sharp and the data is clearly readable, press button (5) to continue to the next step.

1. Logout button
2. Button to close the process
3. Information button
4. Retry button
5. Continue button

<br>
{% endcolumn %}
{% endcolumns %}

### **Capture the face** <a href="#capturar-el-rostro" id="capturar-el-rostro"></a>

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<figure><img src="/files/acae3481b8f7bd544610102c2c81b6d75f4e1390" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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To capture the face, a tutorial first appears explaining how to do this step.

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

To start the process, press button (2).

1. Logout button
2. Button to start the process

<br>
{% endcolumn %}
{% endcolumns %}

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<figure><img src="/files/fa5ec2cbaf81e9f890ae87bf51918a30b469ec45" alt=""><figcaption></figcaption></figure>
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Facephi Onboarding needs you to allow camera access to perform the face capture.

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

1. Button to allow access
2. Button to cancel access

<br>
{% endcolumn %}
{% endcolumns %}

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<figure><img src="/files/9c444cc75c199ee215995d12a799719f8e42dba3" alt=""><figcaption></figcaption></figure>
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Once the process starts, a text (4) appears that gives you instructions on how to position yourself, or what you need to keep in mind.

This message can inform you of possible mistakes you are making during capture, along with a color indicator (3):

* Distance: close, far
* Framing: outside the circle, rotated
* Movement
* Lighting

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

If you want to close the process, press icon (2).

1. Logout button
2. Button to close the process
3. Status indicator
4. Help message
   {% endcolumn %}
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<figure><img src="/files/b9603d4171779054833843655fb762a50a14cc86" alt=""><figcaption></figcaption></figure>
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When the capture is processing the image, the circle (3) will change shape and color. If you are not positioned correctly, it will return to the previous state with help messages.

If the capture is successful, a preview of the capture will appear.

If you want to close the process, press icon (2).

1. Logout button
2. Button to close the process
3. Informational circle for the process status
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/d4b4374be4dfb43f4ee6e4ca1fdfb57d2316a6e4" alt=""><figcaption></figcaption></figure>
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Once the face capture has been completed, a preview screen may appear. Here you must check that the face is fully visible and well lit.

If the photo is blurry, cut off, or poorly lit, we recommend pressing button (4) to retry the photo. A bad capture can lead to repeating the process again.

If the photo is sharp, press button (5) to continue to the next step.

1. Logout button
2. Button to close the process
3. Information button
4. Retry button
5. Continue button
   {% endcolumn %}
   {% endcolumns %}

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{% column width="50%" %}

<figure><img src="/files/b3870f5340e9d02adeda00550eb64eeac8b05a1b" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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This is the face capture tutorial. Here you will see some tips on how to position your face, or what things you need to take into account for the capture to be successful. There are a total of 3 tips.

To see them, press button (4) or (5). To go back to face capture, press button (3).

To exit the Widget without capturing, press icon (2).

1. Logout button
2. Button to close the process
3. Back button
4. Previous button
5. Next button
   {% endcolumn %}
   {% endcolumns %}

### **Results** <a href="#resultados" id="resultados"></a>

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Once all Onboarding steps are completed, the results screen appears, indicating whether Onboarding was successful or failed. In addition, all the data extracted from the registered biometrics and security checks is shown, according to the parameters previously selected in Settings.

At the bottom, by clicking the hyperlink for each result (3)(4)(5)(6), you can access a more detailed version of that specific result. In addition, by clicking hyperlink (2) you can download the images obtained from the Onboarding.

To finish Onboarding, press button (7).

1. Logout button
2. Download images
3. See more of the extracted data
4. See more of previous Onboarding
5. See more of government service
6. See more of morphological validation
7. Button to finish onboarding
   {% endcolumn %}
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### **Document signature** <a href="#firma-de-documento" id="firma-de-documento"></a>

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<figure><img src="/files/17bbf01b09549f9a81f2cfee8b00a22c35f85dd4" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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If user signature is enabled in Settings, and the Onboarding process has been successful, you can sign the document.

To start the signing process, scroll to the bottom of the page and press button (1).

To finish Onboarding without signing, press button (2).

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

#### **Signing with Video Recording** <a href="#firma-con-video-grabacion" id="firma-con-video-grabacion"></a>

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<figure><img src="/files/caf9e36d13361a9a48702c1941547770d684a798" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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This pop-up allows the document to be read before signing during the process.

Button (1) will be disabled until you scroll the side bar (2) to the bottom, as confirmation of reading. Once button (1) is enabled, press it to start the signing process.

To close or go back, press button (3).

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

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<figure><img src="/files/e7f24f0c194c93de2700dda53dfa6f24bfd1c835" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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For video recording, a tutorial first appears explaining how to do the process.

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

To start the process, press button (2).

To exit, press icon (1).

1. Exit button
2. Button to start Video Recording
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/4c8346e74af4538a7199be9e05d5c881818d7f42" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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Video Recording needs you to allow access to the camera and microphone to carry out the process.

To continue, press button (1). To cancel the permission and not continue, press button (2).

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

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<figure><img src="/files/6b65730fee81a87667fcc21b594c2a822027b504" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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After accepting permissions, an oval (2) is shown on the screen where you must place your face, and a rectangle (3) where you must position the front of the document.

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
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/b24121c9e56ec2e8b69491b8029a9992c6b676c8" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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Repeat the same step, this time showing the back of your document inside rectangle (3) and keeping your face in the oval (2).

To close the process, press icon (1).

1. Button to close the process
2. Oval to place the face
3. Rectangle to place the document
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/4da5fda4fdf834787a3ec25aca1a19ceda138f12" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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After the face and document registration steps, you must place your face and say out loud what the text at the bottom indicates.

1. Button to close the process
   {% endcolumn %}
   {% endcolumns %}

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<figure><img src="/files/89449d1b903fd6584087e0261aac720d04817f29" alt=""><figcaption></figcaption></figure>
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If the video recording is correct, press button (2) to submit it and finish.

You can retry the process by pressing button (3).

To close the process without sending anything, press the exit icon (1).

1. Button to close the process
2. Finish button
3. Retry button
   {% endcolumn %}
   {% endcolumns %}

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{% column width="50%" %}

<figure><img src="/files/4f9baf3d8cff8cd0430463a9c155d533e5acd460" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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If the video recording has failed, press button (2) to retry.

To close the process and not continue with Video Recording, press icon (1) or button (3).

1. Button to close the process
2. Retry button
3. Close button
   {% endcolumn %}
   {% endcolumns %}

#### **Signing with Face Biometrics** <a href="#firma-con-biometria-de-rostro" id="firma-con-biometria-de-rostro"></a>

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<figure><img src="/files/822807c57f34805556575d081fc0c302051c0d47" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column width="50%" %}
This pop-up allows the document to be read before signing during the process.

Button (1) will be disabled until you scroll the side bar (2) to the bottom, as confirmation of reading. Once button (1) is enabled, press it to start the signing process.

To close or go back, press button (3).

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

{% columns %}
{% column width="50%" %}

<figure><img src="/files/00bc1df155271d2ec6fbfdc3d2eeea8d3eccdf33" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column width="50%" %}
Once the process starts, a text (2) appears that gives you instructions on how to position yourself, or what you need to keep in mind.

This message can inform you of possible mistakes you are making during capture, along with a color indicator:

* Distance: close, far
* Framing: outside the circle, rotated
* Movement
* Lighting

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

If you want to close the process, press icon (1).

1. Button to close the process
2. Help message
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="50%" %}

<figure><img src="/files/6ea196d29cd486f3a281ff4b16702043f2f3f737" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column width="50%" %}
When the capture is processing the image, the circle (2) will change shape and color. If you are not positioned correctly, it will return to the previous state with help messages.

If you want to close the process, press icon (1).

1. Button to close the process
2. Informational circle for the process status
   {% endcolumn %}
   {% endcolumns %}

{% columns %}
{% column width="50%" %}

<figure><img src="/files/17513f0a16c64ddaf22e224b5f86da09849f6607" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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If the signature has been completed successfully, it will appear validated on the results screen. Since it is already validated, the sign document button (2) will be disabled.

To finish Onboarding, press button (3).

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

{% columns %}
{% column width="50%" %}

<figure><img src="/files/a6ffce0d9c5ee14b01473261a7e15fc1d41c9b52" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

{% column width="50%" %}
Once the process starts, you have X seconds to complete the corresponding step. If the time for the Widget to make the capture is exceeded, this message will appear and if you press button (2) you can retry the process.

To close, press icon (1).

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

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<figure><img src="/files/acdfb33509cfa5766c97a22a527f8c2a875d454e" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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If signature validation has failed, you can try again by pressing button (1).

You have 3 validation attempts. If it fails on the third attempt, the signature will no longer be available for the current Onboarding.

To close the process without signing, press button (2) to return to the results screen.

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

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<figure><img src="/files/0e8a82dc1d40eb800a7553b0f151a9151dc83494" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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After the 3 attempts, a notification will appear on the results screen informing you of what happened. You can close it by pressing icon (2) or let it close automatically.

1. Logout button
2. Button to close the notification
   {% endcolumn %}
   {% endcolumns %}

### **Errors** <a href="#errores" id="errores"></a>

#### **Generic error** <a href="#error-generico" id="error-generico"></a>

{% columns %}
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<figure><img src="/files/4aa4cc6909fb69fd1ca24fc5fd3c51f7bc29e392" alt=""><figcaption></figcaption></figure>
{% endcolumn %}

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This error may appear if, due to an internal Widget failure, one of the biometrics could not be registered.

You can try again by pressing button (2).

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

### **Frequently Asked Questions (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 OCR?**\
  Optical Character Recognition. It is a process that allows extracting the text contained in an image or document.

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

* **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.
* **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, you can use the “Auto-detect” option in the country selection to try to access the process.
* **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.
* **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.
* **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.