Coinbase identity authentication is stuck: How to solve the problem of facial recognition failure?

If you're struggling with Coinbase's facial recognition, ensure good lighting, correct camera positioning, and remove facial obstructions before retrying.

May 17, 2025 at 10:36 am

Coinbase, one of the leading cryptocurrency exchanges, requires users to complete an identity verification process to ensure security and compliance with regulatory standards. However, many users encounter issues with the facial recognition step during this process. If you find yourself stuck at this stage, this article will guide you through potential solutions to resolve the problem of facial recognition failure.

Common Reasons for Facial Recognition Failure

Understanding the root causes of facial recognition failure can help you address the issue more effectively. Some common reasons include:

• Poor lighting conditions: If the environment is too dark or too bright, the camera may struggle to capture a clear image of your face.
• Incorrect camera positioning: The camera should be at eye level and directly facing you to capture a proper image.
• Facial obstructions: Glasses, hats, or any other items that cover parts of your face can interfere with the recognition process.
• Outdated software: Using an outdated version of the Coinbase app or browser can lead to compatibility issues with the facial recognition software.

Preparing for Facial Recognition

Before attempting the facial recognition process again, take some time to prepare your environment and device. Here are some steps you can follow:

• Choose a well-lit area: Ensure that the room you are in has adequate lighting. Natural light is often the best, but if that's not possible, use a lamp to illuminate your face evenly.
• Position your camera correctly: Make sure your camera is at eye level and directly facing you. Avoid tilting your head or looking away from the camera.
• Remove any facial obstructions: Take off glasses, hats, or any other items that might cover your face. If you wear glasses for medical reasons, try to minimize reflections by adjusting the lighting.
• Update your device and app: Ensure that your device's operating system and the Coinbase app are up to date. This can help resolve any compatibility issues that might be causing the facial recognition failure.

Attempting Facial Recognition Again

Once you have prepared your environment and device, you can try the facial recognition process again. Follow these steps carefully:

• Open the Coinbase app or website: Navigate to the identity verification section and select the option to complete the facial recognition step.
• Follow the on-screen instructions: The app or website will guide you through the process. Make sure to read and follow each instruction carefully.
• Position your face correctly: Ensure that your face is fully visible and centered within the camera frame. Keep your eyes open and look directly at the camera.
• Stay still and wait for the scan to complete: Avoid moving your head or making any sudden movements during the scan. The process may take a few seconds to complete.

Troubleshooting Common Issues

If you still encounter issues with facial recognition, there are several troubleshooting steps you can take:

• Check your internet connection: A stable internet connection is crucial for the facial recognition process to work correctly. Try connecting to a different Wi-Fi network or using mobile data if possible.
• Restart your device: Sometimes, simply restarting your device can resolve temporary software glitches that might be affecting the facial recognition process.
• Clear your browser cache: If you are using the Coinbase website, clearing your browser cache can help resolve any issues related to outdated data or corrupted files.
• Contact Coinbase support: If none of the above steps work, reach out to Coinbase's customer support team for further assistance. They can provide personalized guidance and help resolve any underlying issues.

Alternative Verification Methods

In some cases, Coinbase may offer alternative methods for identity verification if facial recognition continues to fail. These methods might include:

• Manual document upload: You may be able to upload a photo of your government-issued ID along with a selfie to complete the verification process.
• Live video verification: Some users might be prompted to complete a live video call with a Coinbase representative to verify their identity.
• In-person verification: In rare cases, Coinbase may require you to visit a designated location for in-person verification.

To explore these options, navigate to the identity verification section of the Coinbase app or website and look for any alternative verification methods mentioned. Follow the instructions provided to complete the process using the alternative method.

Frequently Asked Questions

Q: Can I use a different device for facial recognition if it fails on my current device?

A: Yes, you can try using a different device if you encounter issues with facial recognition on your current device. Ensure that the new device meets the necessary system requirements and follow the same preparation and troubleshooting steps outlined in this article.

Q: How long does the facial recognition process usually take?

A: The facial recognition process typically takes a few seconds to complete. If the process takes longer than expected, it may be due to a slow internet connection or other technical issues. Try the troubleshooting steps mentioned earlier to resolve any delays.

Q: Will Coinbase charge me for re-attempting the facial recognition process?

A: No, Coinbase does not charge users for re-attempting the facial recognition process. You can try as many times as needed to complete the verification successfully without incurring any additional fees.

Q: Can I complete the identity verification process without facial recognition?

A: In some cases, Coinbase may offer alternative verification methods if facial recognition continues to fail. These methods might include manual document upload, live video verification, or in-person verification. Check the identity verification section of the Coinbase app or website for available options.