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Upload Failed During the Selfie or ID Photo Step

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Upload Failed During the Selfie or ID Photo Step | Worker Checks Help Hub
Quick fix: refresh the page and try the upload again. It takes less than a minute, and you don’t need to contact us first.

What you might see #

While uploading your ID documents or taking your selfie, you may see one of these messages:

Failed to fetch Capture upload failed

Why this happens #

When you upload your ID or take your selfie on your phone, your phone links up with your application. If that link sits open for a while, it times out in the background. Your phone then has nowhere to send the photo, so the upload fails.

Refreshing the page starts a fresh link, and your upload will go through.

How to fix it #

  1. 1
    Close the error message.
  2. 2
    Refresh the page. On a computer, click the refresh button in your browser or press F5. On a phone, pull down on the page or tap the refresh icon next to the web address.
  3. 3
    Go back to the upload or selfie step and try again.
  4. 4
    Using your phone for photos? Open the link on your phone again after refreshing, so it connects to your updated application.

Avoiding it next time #

  • Have your ID documents ready before you start, so you can finish the photo steps in one go.
  • If you step away partway through, refresh the page before you continue.
  • Keep your phone’s screen on and stay on the page while your photos upload.
If this happensDo this
“Failed to fetch” on an ID uploadRefresh the page and upload again
“Capture upload failed” on the selfieRefresh the page and retake the selfie
Still failing after a refreshChat with Verity or contact our team

Why the connection times out #

It’s a security feature, and a good one. The link between your phone and your application closes on purpose after a short time. That means nobody else can use an old or forgotten link to send photos into your application. Your ID documents and selfie are personal, so we keep that window short to protect you.

Still not working? #

If the upload still fails after refreshing, get in touch and let us know which step failed and the error message you saw. Our team will help you finish your check.

Chat with Verity 联系我们

Need more help? Our team is here to help.

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