Video verification doesn't recognize iPhone as mobile

[therkf]

We have a client who is trying to do video verification for a new location.

After a few false starts with this, we finally had him lined up to his video ... and instead of being able to start the video, he gets the "Complete video verification on your mobile device message". On both his iPad and iPhone.

He's already using the most common mobile device around ... I don't have any surefire fix to give him.

We have a Zoom set up for Monday, and we'll run through some troubleshooting. But if anyone here has run into the problem before and knows the best solution, I'd love to hear it!

Thanks!

 

[keyserholiday]

I have never heard of this being an issue. I wonder what the underlying issue on your client’s end is.

 

[therkf]

I look forward to finding out!

If @keyserholiday has never heard of it, I feel a lot better about being confused.

 

[keyserholiday]

I look forward to finding out!

If @keyserholiday has never heard of it, I feel a lot better about being confused.

I don’t understand your reply? Please explain it for me.

 

[therkf]

I don’t understand your reply? Please explain it for me.

You know more than most ... so if you don't know, then I don't feel like an idiot for not knowing!

Turns out, once we got him into Incognito it worked fine. (I suspect there may have been a permissions issue on his phone as well, but can't confirm.)

 

[keyserholiday]

You know more than most ... so if you don't know, then I don't feel like an idiot for not knowing!

Turns out, once we got him into Incognito it worked fine. (I suspect there may have been a permissions issue on his phone as well, but can't confirm.)

It makes sense that it could be a permissions issue. Glad you got it resolved.