For more details on Incode check out the Incode FAQ

To ensure successful verification, please follow these tips:

Selfie Capture Tips

• Choose a well-lit area with even lighting and minimal shadows.
• Face the camera directly, keeping your full face inside the frame.
• Remove tinted glasses to avoid rejection.
• No need to move your face / head, the capture will be taken automatically.

The system will check for things like correct face size, angle, expression, and lighting conditions:

If your selfie doesn’t meet the requirements, Incode provides instant feedback so you can adjust. Below are some common issues to avoid:

Additional checks also ensure that only one face is detected and that no accessories interfere with the capture.

Face angle needs to be centered in the middle of the frame. Users are provided “instant” feedback to help with best image capture.

Head coverings

If you are wearing a head covering, please wait a moment for the camera button to appear. Once it appears, ensure your face is aligned with the white outline and manually take the selfie. 

ID Capture Tips

• Use a valid, non-expired government-issued ID (driver’s license or passport recommended).
  • Passports: Standard U.S. or international passport books.
  • Driver's Licenses: Any valid license issued by a state or national government.
  • Identification Cards: Government-issued cards used as a primary proof of identity.
  • Residence Documents: Documentation that legally establishes your right to reside in a country, such as a Permanent Resident Card.
• Ensure the ID is clean, undamaged, and fully visible.
• Avoid glare or direct reflection—natural lighting works best.
• Hold the ID steady within the on-screen frame; do not cover any details with fingers.

“Unable to verify identity”

If your ID scan is rejected with this error, it likely means the document has expired or is not a recognized form of identification. Please ensure you are using an original, unexpired document and try the verification process again. 

If after the second attempt you are still unable to verify your identity with Incode, please reach out to biztech@samsara.com or #help-biztech in Slack.

“Security method can’t be set up at this time”

If you encounter this during enrollment, please retry using the Selfie Capture Tips and ID Capture Tips above to ensure your images meet the required standards.

“ID Scan Failed”

If you encounter this error, please retry using the ID Capture Tips above to ensure your images and identification meet the required standards.

“Identity Verification Failed”

The QR code has expired. Please restart the enrollment or verification process

"Rest password is not allowed at this time"

This means that your account may be locked. Attempt to first unlock your Okta account using the Verifying your ID to Reset your Okta Password or Unlock your Okta Account guide and then attempt the password reset again.

Need more help? 

If after a second enrollment attempt or verification process, you are still facing issues please contact biztech@samsara.com or #help-biztech in Slack.