Troubleshooting FAQ
Helpful tips for Troubleshooting
Q: Why is my face verification not accepted when I scan my face?
A: Here are some tips for Face Scan:
Caching: Clear cookies and cache on your device before.
Lighting: Low light is often an issue. Choose well-lit areas and ensure the light is even distributed across your face.
Avoid Glare: Minimize any reflections or glare on the camera lens. Camera glare can blur a part of your profile.
No Accessories: Remove hats, glasses, and jewelries. Keep accessories that block a part of your face to a minimal. Glasses and jewelries may also cause glare. In case you have long hair, please pull back your hair to show your face.
Follow Instructions: Follow very strictly the prompts on screen.
Mobile Preferred: Mobile devices are preferred as they typically have better cameras.
We recommend using Chrome as the browser. Please do not switch to a different tab or a different window while face scan is in progress. Q: Does an ad blocker impact the face verification flow? A: For some users, face verification may be impacted by ad blockers. If you encounter a blank page during the face verification, try disabling your ad blocker temporarily and refreshing the page. For example, if you use Brave browser, you will need to temporarily take down Brave Shield and refreshing the page. Q: I was not immediately approved after face verification. What do is the status of the approval? A: Here are some status for face verification.
Immediate Approval: The user's verification is approved instantly without any flags or issues. The processing time is instant.
Pending: The approval can happen within a few minutes. In this is due to backend system processing which may take a few minutes to complete. In most cases, it takes up to 3-5 minutes.
Manual Review: The verification is being manually reviewed by the relevant team or personnel. This process usually takes an average of 10-30 minutes, but can be longer. This could be due to poor image quality or that the user has a duplicated account with face scan already at Fractal.
Rejection: An email communication is sent regarding rejection. It is best in this case to follow the email instruction to reach for support.
Q: What does Immediate Approval for Face Verification looks like?
A: You will see a green checkmark showing that you have been approved. You will also receive an email indicating that your approval has been successful. Now you can mint your SBT.
Q: What does Pending status for Face Verification looks like? The approval can happen within a few minutes. In this is due to backend system processing which may take some time to complete. In most cases, it takes up to 3-5 minutes. You will receive an email once the Face Verification is success. You will see the following screen for pending status.
Q: What does Additional Manual Review for Face Verification looks like? You will see the following screen which will indicate that your face verification is going through an additional review process. This process usually takes an average of 10-30 minutes, but can be longer. This is occurring has your Face Verification has been flagged for additional manual review. It could be due to poor image quality, or a match to an existing account (if you have a duplicated account with Face Scan at Fractal, this new scan will fail the uniqueness check).
Q: I was not able to be face verified on an institutional account. Could you explain why? You cannot use an institution account. Uniqueness based on face verification is assigned for Individuals. Institutions are more complex entities to which just a person's face is not sufficient. You will see this error if your account is an institution account. Please log out your institution Fractal account, and create or login to an individual account.
Q: I received an email indicating that I have been rejected. What do I do? The typical reason for being rejected is that you have verify before using another account with a different email. If you have a duplicated account with Face Scan at Fractal, this new scan will fail the uniqueness check. Please log out of Fractal and login using the email that you have previously used when you first verified. The above solution typically solves most cases of the rejection. If it does not solve your issue, please contact support@fractal.id. Q: I received an error after trying to take many selfies. What is the solution?
A: The screenshot is shown if a user fails going through face scan at least 10 times in a row. This is to prevent abuse of the service. The cool down period for retrying after this error is 24 hours. Please wait for minimal 24 hours, and try again. Q: When minting the Soul Bound Token (SBT), I see this error "Please use a top level NEAR account, not a sub-account, to mint your SBT." What does it mean?
A: To mint SBTs, you are required to have a top-level account. Top-level accounts are the named or implicit accounts created directly on the NEAR blockchain. You will not be able to mint a SBT in a sub-account. Please sign out I-AM-HUMAN and sign in to mint using a top-level account. Q: When minting the Soul Bound Token (SBT), I'm encountering an error related to the NEAR wallet interference. How can I resolve this?
A: The NEAR wallet error may occur due to a number of factors from the wallet. Please check that you have a functioning NEAR wallet with sufficient funds to cover gas for SBT minting.
Q: I minted my Soul Bound Token (SBT) on the wrong account, what can I do? You can soul transfer by logging in with your wallet, going to the Privacy section, clicking on "Manage My Privacy", then completing the "Soul Transfer" flow.
Please confirm the account name to transfer to is correct and is an account you have access to. I-AM-HUMAN will not be able to reverse this transaction if you enter the wrong address. Your current account will no longer be able to receive new Soul Bound Tokens.
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