This may be due to the fact that the quality of the video is not sufficient. Make sure that the place from where you start the verification has a stable internet connection and good light. It shouldn't be too loud in the surrounding area either. It is also important to mention that you must do the identification on your own, i.e. assistance by another person is not allowed.

If this doesn't help, restart the app or delete it completely and reinstall it. The process should then restart. If this is not the case, contact us via Chat or Phone.