I am getting an error when I try to submit my documents 

Sometimes TrustID may need additional information, or there may be something in your browser preventing the site from working.

If you get a pop-up with a ‘Something went wrong’ error message, this is usually either a browser issue, or due to a camera permissions setting. It can also sometimes be caused whilst using a VPN on your phone.

The easiest way to troubleshoot this is to exit the check and return to the original email. Click and hold the ‘Click here to get started’ link above the QR code in the email to copy it, and then paste this link into your phone’s web browser directly (for example, Chrome or Safari).

You should then be able to proceed with the check without any errors, but if you are still experiencing problems then please contact our Customer Care team for further assistance.