This could happen if the customer doesn’t approve the request or the connection was interrupted during the verification.
If the customer doesn’t approve the request:
- Let the customer know they must review the information on their screen and if they approve, complete the biometric scan to send the information. When they are ready, select Scan Next and try verification again.
- If the customer doesn’t want to provide the information or there are still issues, request the customer to present their physical credential.
If the connection was interrupted:
- When using Tap, ensure that both your device and the customer’s device have Bluetooth turned on.
- For certain devices that allow NFC to be enabled or disabled, ensure that NFC is enabled.
- Select Scan Next to try the verification again, and ensure both devices stay near each other until the verification is complete.
- If the verification still isn’t successful, request the customer to present their physical credential.