Expired link or error during recording

If you experience any technical problems during the recording process (such as a loss of connection or camera failure) or close the window prematurely:

• If you are the direct requester: You can go back to your certificate list and generate a new request to restart the process.
• If you are a guest (received an email): For security reasons, the links sent by email are single-use and expire once the process is completed. If you had an error midway through, you must contact the person who requested the certificate so they can send you a new request.

To ensure that the VideoID process is completed successfully and to avoid technical blocks or the rejection of the recording by the validation team, it is very important that you follow these mandatory instructions:

• Private environment (Only one face): Due to strict security and identity regulations, other people's faces cannot be seen in the camera frame at any time during the VideoID. Make sure you are completely alone in a well-lit room. The appearance or interference of another person will cause the automatic invalidation of the process.
• Requirement for iPhone users (iOS): If you are carrying out the identification from an iPhone or iPad device, it is essential that you use the Safari browser. Using other browsers on iOS (such as Chrome, Firefox, or the internal browsers that automatically open within apps like Gmail, Outlook, or WhatsApp) usually creates conflicts with camera permissions and blocks the recording before it starts.