There are various reasons as to why you could be receiving a ‘connection lost’ message when completing your Photo ID check. 

  1. This can occur if your internet connection is not strong enough. If you are using cellular network please try again on a strong and stable  Wifi connection. 
  2. Alternatively, if you have switched to using your mobile to take a photo, please ensure that you do not close the window on your other device as this can also cause a connection loss. 
  3. We understand that connection problems can be experienced if your operating system on your device has not been updated. Please ensure that your operating system and internet browser version are up to date. 
  4. If 1-3 do not alleviate the issues, then the alternative is to try another device if possible.
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