By john People rely on Onfido for matching a selfie to an ID document with AI, so running into selfie matching failing under normal lighting conditions can feel like an unwelcome surprise right in the middle of a project. The good news is that this is a well-known captain77 issue with a handful of reliable fixes.
Most people who run into this find that it’s tied to something specific about their account, device, or file rather than a wider outage, which narrows down the troubleshooting considerably.
Possible Causes
- Being logged into the wrong Onfido account, or multiple accounts at once, can create unexpected conflicts.
- Using an unsupported file format or an unusually specific setting within Onfido can trigger unexpected behavior.
- A weak or unstable internet connection can interrupt the process partway through, leading directly to selfie matching failing under normal lighting conditions.
- A recent update to Onfido can introduce a temporary bug that hasn’t been fully patched yet.
- Conflicts with browser extensions or other background software can interfere with how Onfido runs.
Initial Troubleshooting Steps
- Try the same task in Onfido again with a simpler input to see if complexity is part of the problem.
- Confirm your Onfido account is in good standing and hasn’t hit a usage or credit limit.
- Close other open tabs or apps that might be competing for the same resources Onfido needs.
Advanced Steps
- Reinstall Onfido entirely if the problem persists, since this clears out any corrupted local data.
- Update Onfido to the latest available version through your app store or browser extension page.
- Disable browser extensions one at a time to check whether one of them is interfering with Onfido.
- Check Onfido’s official status page for any reported outages that might explain selfie matching failing under normal lighting conditions.
- Clear cached data and cookies specifically tied to Onfido, then log back in with a fresh session.
Security and Data Warning
Only install updates or extensions for Onfido through official app stores or the company’s own website, since unofficial versions are a common source of stolen data. Treat any unexpected request for your login details as a red flag, no matter how official it looks.
When to See a Technician
If none of these steps help and the issue is consistent rather than occasional, it’s worth filing a support ticket with Onfido so their team can check for an account-specific cause.
Conclusion
While frustrating in the moment, selfie matching failing under normal lighting conditions is typically resolved through simple troubleshooting rather than a deeper account or software failure. Keep these steps handy in case it happens again during future sessions of matching a selfie to an ID document with AI.