---
title: Fallback to Selfie Issue
description: If your customers are being prompted to upload a selfie instead of completing the liveness test, it's likely that your settings are configured to fall back to selfie upload if the liveness test is not supported by the user's device.
---

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# Fallback to Selfie Issue

## If your customers are being prompted to upload a selfie instead of completing the liveness test, it's likely that your settings are configured to fall back to selfie upload if the liveness test is not supported by the user's device.

#### ![:seedling:](https://pf-emoji-service--cdn.us-east-1.prod.public.atl-paas.net/standard/caa27a19-fc09-4452-b2b4-a301552fd69c/32x32/1f331.png) Solution

1. Confirm the user's device - check to see if the user's device has a camera to perform the liveness test
2. Check camera settings - check the camera settings on the device. The camera settings on the device may be disabled, which is preventing the user from completing the test
3. Check portal settings - if the camera settings on the device are enabled, the next step is to check your portal settings. To do this, contact the support team and request to share your current portal configurations. Review the settings to ensure that the fallback option is disabled if you do not want customers to upload a selfie for identity verification.
4. Contact support team - if you've gone through the above steps and are still encountering the issue where customers are not able to complete the liveness test and are prompted to upload a selfie instead, contact our support team

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