Biometric and identity verification (KBA)
If you are being prompted for Knowledge-Based Authentication (KBA) instead of Biometrics, please verify the following requirements first:
State Location: You must be located in a state that legally allows biometric verification.
Settings: Ensure "Biometrics" is explicitly enabled in your account settings.
Technical issue reporting checklist
To resolve rendering issues (blank documents), camera/audio loops, or session glitches, we require the following data points.
Core system information
Timestamp: The exact time the issue occurred (including Timezone).
User ID: The email address associated with the account.
Device Details:
Type: Desktop, Laptop, Tablet, or Mobile.
Model: (e.g., iPhone 15, Samsung S23, MacBook Pro M2).
OS + Version: (e.g., iOS 17.2, Windows 11).
Browser Details:
Name + Version: (e.g., Chrome v121).
Incognito Test: Does the issue persist in an Incognito/Private window?
Issue reproduction
Steps to reproduce: A step-by-step sequence of what you clicked before the error appeared.
Frequency: Is this a one-off, intermittent, or 100% reproducible?
Scope: Does this happen with all documents or just one specific session?
Audio, video, and camera permissions
If you are stuck in a "Permission Loop" or cannot connect your camera:
Browser Prompt: Did the browser show a camera/mic permission prompt?
User Action: Did you select Allow, Block, or was it Previously Blocked?
System Settings: Is the browser app granted camera/mic access in your Computer/Phone System Settings?
Visual evidence requirements
For all interface rendering or "Blank Document" issues, we require:
Screenshots: A full-screen capture including the URL bar.
Screen recording: Highly recommended for "Live after disconnecting" glitches or permission loops.