Getting the room ready before the call starts
Good document visibility starts before the first frame is shown. A quiet room, steady seating and a flat surface for the ID make a real difference. Keep the customer near natural light where possible, but avoid strong backlight from a window behind them. The face should read clearly, and the document should sit in a place where the camera can show the full page without glare.
Ask the customer to keep a clean table or counter nearby. Loose papers, shiny plastic sleeves and moving fans can all make the image harder to read. If the person is standing, they should brace their elbows or hold the document with both hands so it stays level. That small bit of control helps the agent check details without asking for repeated movement.
- Use one device with a working camera and microphone.
- Turn the camera lens gently clean before the session.
- Keep the document flat, not folded or bent.
- Reduce glare from overhead lights and glossy surfaces.
How to show an ID so the details stay visible
The best capture is usually the one where the full document is in frame, the edges are visible and the text is not washed out. The customer should hold the ID a short distance from the camera, not pressed against it. Too close and the corners disappear. Too far and the print becomes hard to read. A centred, steady view gives the agent a clearer look at the photo, name, number and expiry date where that applies.
Where the process requires both sides of the document, the customer should turn it slowly and keep the reverse side level. Do not tilt the card or page at an angle that causes reflections. If the document is inside a wallet sleeve or plastic cover, it is better to remove it first. A surface glare can hide small print and security features that the agent may need to inspect.
- Show one side at a time, with the whole page visible.
- Pause for a second once the document is in place.
- Avoid fingers covering corners, numbers or the photo.
- Keep the camera steady while the agent confirms details.
Face and document together, without rushing the sequence
In a live video identity check, the face on screen and the face on the document must be easy to compare. The customer should remove hats, heavy sunglasses and anything else that hides the eyes or jawline. Glasses are usually fine if they do not reflect too much light. Hair should not cover key features, and the face should be at a natural angle rather than tilted down toward the lap.
Agents often need a short pause between the face view and the document view. That gap is useful, because it gives time to check the person, then the ID, then the live likeness and any liveness cues in the session. A calm pace helps. When the customer moves too quickly, the image becomes blurred and the comparison becomes less reliable.
- Keep the face fully visible before showing the ID.
- Look toward the camera when asked to confirm identity.
- Avoid sudden movement during the live check.
- Follow the sequence given by the verification agent.
The small mistakes that cause poor visibility
Most visibility problems come from ordinary habits. A hand slides over the date of birth, the card catches a reflection, or the camera is pointed too low. Sometimes the customer is seated beside a bright window and the face ends up in shadow. In other cases, the room is dark and the document text disappears into the background. These issues are easy to prevent when the customer knows what to watch for.
Another common issue is movement during a weak signal or unstable connection. If the video stutters, the agent may lose the document edge or miss a key detail. A steady connection matters because the session relies on seeing the person clearly enough for face comparison, consent capture and record keeping under the customer onboarding process. The cleaner the image, the easier it is to complete the check without extra repetition.
- Do not hold the ID too close to the lens.
- Do not use a glossy sleeve over the document.
- Do not sit with bright light behind the head.
- Do not cover the photo or printed number with fingers.
What the verification team needs from the customer
Before the session, the customer should be told what to bring and what kind of view is needed. A clear identity document, steady camera access and a calm setting are the basics. If the process involves consent wording, the customer should listen carefully and answer the prompts as given. The agent may also ask the customer to repeat a movement or adjust the angle of the document so that the image can be checked properly.
For teams that run customer onboarding across multiple branches or remote channels, the support side matters too. Workflow mapping, agent script design, quality monitoring and staff training all help keep the process consistent. When the guidance is the same from Johannesburg to Cape Town or Gqeberha, the customer gets a more familiar session and the team can hold the standard with less confusion.
- Bring the correct identity document for the requested check.
- Stay in the frame until the agent says the step is complete.
- Listen for liveness or comparison prompts and follow them exactly.
- Keep the session private so personal details are not overheard.
A practical checklist for smoother sessions
This is the quick check we use when document visibility has to stay clean from the first minute. It is worth sharing with staff who guide customers before the call, and with customers who tend to rush the camera. A short checklist saves time and makes the session easier to follow. It also supports more reliable record keeping, because the images and prompts are less likely to be interrupted by bad framing or glare.
Teams using remote video identity verification often build this into onboarding scripts, refresh training and escalation design. That way, the customer hears the same instructions whether they join from Rosebank, Sandton, Midrand or Pretoria. The session still needs a person to pay attention, but the checklist gives everyone a clearer path through the steps.
- Check the camera, light and sound before the session starts.
- Place the ID on a flat surface or hold it with a steady hand.
- Keep the face visible and the document readable in the same session.
- Wait for each prompt before moving to the next step.
