There are several common reasons for facial recognition failure. You can try troubleshooting each of the following steps. If the problem persists, you can contact our customer service team at support@global-cs.hashkey.com for assistance.
- Your browser version may be outdated. You need to upgrade to the latest version, and we recommend using the Chrome browser.
- The camera permission on your computer may be restricted. You need to go to "Settings" - "Privacy" - "Camera" and grant browser access to the camera.
- Unstable network connection. We suggest switching networks and attempting several times.
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