Web SDK unhappy paths

Last updated: October 28, 2024

There are multiple unhappy paths in the iProov claim process. It is essential that you provide user guidance, directions, and education to ensure successful retries and to prevent drop offs. The unhappy responses during a claim lifecycle are:

Select an SDK version

To display options that are applicable to your environment, select a version of the SDK:

Errors

An error occurs when a user is unable to complete an iProov verification process. For example, the internet connection failed or the user aborted the process.

Corrective measures, user guidance, and retries should be implemented.

Error code Description Event type
client_api There was an error calling the API. error
client_browser The browser is not supported. unsupported
client_camera There was an error getting video from the camera. error
client_config There was an error with the client configuration. error
client_error An unknown error occurred. error
client_stream There was an error streaming the video. error
error_asset_fetch Unable to fetch assets. error
error_camera The camera cannot be started for unknown reasons. error
error_camera_in_use The camera is already in use and cannot be accessed. error
error_camera_not_supported The camera resolution is too low. error
error_camera_permission_denied The user denied our camera permission request. error
error_device_motion_denied The user denied our device motion permission request. error
error_device_motion_unsupported The device does not fully support device motion. error
error_expired_token Token expired because it was not claimed in time. error
error_fullscreen_change Exited full screen without completing an iProov claim. error
error_invalid_token The token is invalid. error
error_network Network error error
error_no_face_found No face could be found. error
error_not_supported The device or integration cannot run the Web SDK. error
error_server Server error error
error_token_timeout The token was claimed too long after being created. error
error_too_many_requests The service is under high load and the user must try again. error
network_problem Sorry, network problem error
sdk_unsupported The SDK has passed end of life and is no longer supported. error
integration_unloaded The SDK was unmounted from the DOM before it finished. error

Failures

A failure occurs when iProov successfully processes a claim but a user's face cannot be authenticated. For example, the user did not pass the biometric tests and/or machine learning models.

Retry measures are recommended, however, caution should be taken to ensure that potential fraudsters are not given unlimited attempts. For details see API retry mechanism.

Failure code Description Suggested resolution action Assurance types
unknown The claim failed for an unknown reason. Try again. GPA and LA
too_much_movement The user is moving during the claim. Keep still. GPA only
too_bright

Possible causes:

  • Too much light has been detected on the user’s face.

  • A strong light source has been detected behind the user.

  • The ambient light is too strong or the screen brightness is too low.

Move somewhere darker.

GPA only

Available soon in LA.

too_dark The user’s environment is too dark. Move somewhere brighter. GPA only
misaligned_face User's face is not aligned with the oval. Keep your face in the oval. GPA only
eyes_closed One or both of the user's eyes are not open. Keep your eyes open. GPA and LA
face_too_far The user is too far from the device. Move your face closer to the screen. GPA only
face_too_close The user is too close to the device. Move your face farther from the screen. GPA only
sunglasses The user is wearing glasses with dark lenses. Remove sunglasses. GPA only
obscured_face The user's face is not completely visible. Remove any face coverings. GPA only
lighting_backlit A strong light source has been detected behind the user. Strong light source detected behind you. GPA
lighting_face_too_bright Too much light has been detected on the user’s face. Too much light detected on your face. GPA
lighting_flash_reflection_too_low Ambient light too strong or screen brightness too low. GPA
lighting_too_dark The user’s environment is too dark. Your environment appears too dark. GPA
motion_too_much_mouth_movement The user is talking during the claim. Please do not talk while iProoving. GPA
motion_too_much_movement The user is moving during the claim. Please keep still. GPA
user_timeout The user started the claim but did not stream in time. GPA and LA
not_supported The device is not supported Ask the user to retry on an alternative device GPA and LA

Next step

Canceling transactions