Normally, you shouldn't experience any delays or issues during Identity Verification. However, in some rare cases, you can see that the application is trying to load the link for too long.
Please, check this article to understand what might be causing this issue.
Remote Desktop connections
We take security very seriously and so does our KYC provider. It is common that a secure link for handover to the phone for taking photos won't load due to a remote connection to the computer being active.
Vaultie is a web-based application, which means you can access it via the browser on your local computer.
A high volume of requests
Sometimes our KYC provider can be overloaded by a high volume of verifications and it takes time for them to process another secure link. We recommend trying to perform ID verification again in 5-10 minutes.
The software needs maintenance, just like our cars. Our KYC provider could be updating their servers to provide a better experience and a faster response time to the users. This doesn't happen every day and is usually scheduled for weekends. In these rare cases, we suggest performing ID verification a couple of hours after you experienced prolonged loading time.
Contact our support
We are here to help! If none of the above options worked for you, please contact our support team by submitting a request in our Helpdesk portal or via in-app Live Chat with one of our experts. You can always reach us out via email at firstname.lastname@example.org.