If the identity verification portal crashes, freezes, or shows an error mid-attempt, try these steps before contacting support.
Quick fixes
- Switch to a mobile phone if you're on a computer. The mobile flow is generally more reliable, and phone cameras produce clearer images.
- Try a different browser (Chrome is a safe choice) and disable browser extensions, especially ad or script blockers, which can break the camera capture step.
- Check camera permissions. Your browser must have permission to use the camera; look for a camera icon in the address bar.
- Use a stable connection. Uploads can fail silently on weak Wi-Fi or mobile data.
Common error states
- "A screen was used / multiple people / non-accepted practices": usually a false alarm caused by image quality — glare, a reflection, low light, or a screen/mirror in the background. Move to a plain background with even lighting and try again.
- Failed attempt with no retry option / locked out: the retry option can be temporarily unavailable after a failure. Contact support and ask for your verification to be reset to get a fresh attempt.
- Submitted but status hasn't updated: results can take a few minutes, occasionally longer. Don't resubmit — refresh or sign back in later.
Contact support
If the portal still won't work, email contractorsupport@humansignal.com or submit a ticket. Include your account email, your device and browser, and a screenshot of the error if you can capture one — it helps us resolve it much faster.