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Get help with Vlens integration
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Before reaching out

When reporting an issue, include:

  1. The endpoint URL and HTTP method
  2. The full request body (redact sensitive fields like images)
  3. The full response body including error_code and error_message
  4. Your tenant name and the approximate time of the request

Common issues

SymptomLikely cause
error_code is set but HTTP status is 200Expected — all Vlens errors use HTTP 200. Check error_code.
Liveness always failsImages are identical, or captured more than 0.5 seconds apart.
User not eligible for contractDigital identity not verified, or a pending request already exists.
Location change error during signingUser is >80 km from their last active device. Call StepReValidateLiveness.
401 UnauthorizedMissing or expired ApiKey or bearer token.