Sometimes the Persona AI may hit a snag during verification. The KYC process relies on AI to compare your ID and selfie. Be sure to capture your ID in bright light free of glare. Some IDs have a holographic layer over the photo, interfering with verification. The selfie step may require a few tries. Take selfies under good lighting conditions; you will be asked to look left, right, and straight into your camera.
Failures can also sometimes occur when the ID photo differs significantly from the selfie. In addition, facial hair or glasses can sometimes keep the AI from successfully resolving the comparison. Most selfies succeed without a hitch; if you have trouble, remain persistent and keep trying under different background/lighting conditions.
If a user action prompt to retake your ID or selfie photo does not fix the issue, please reach out to support@tibles.com with your full name as it appears on your ID.