WorkPro has chosen to adopt Microsoft Azure's biometric solution, which has a 0.001% failure rate and is renowned for its safety features, whilst being simple for a broad audience to use.


WorkPro has in-built instructions and also troubleshooting for candidates if they encounter a variety of error messages related to device limitations, user actions, or verification mismatches. Below is a list of common troubleshooting error messages and what they typically mean:

User-Facing Error Messages

"Face Not Detected"

  • The system is unable to locate a face in the camera frame.

  • Tip: If this is detected the user is encouraged to ensure their face is fully visible, in a well-lit position, and not obstructed(e.g. sunglasses, hats, or hair covering the face).

"Multiple Faces Detected"

  • More than one face appeared in the camera view.

  • Tip: The user will be encouraged that their face alone is in the camera frame or uploaded image, and there are no photos or reflections behind them.

"Poor Lighting Conditions"

  • The system cannot capture a clear image due to low or uneven lighting.

  • Tip: The user is encouraged to use natural lighting or adjust the position to avoid shadows and illuminate their screen brightness if they are using their camera.

"Face Not Matching ID"

  • The selfie does not match the face in the uploaded identity document.

  • Tip: The user will be asked to re-check the ID image quality and retake the selfie with a neutral expression and no filters.

"ID Document Not Recognised"

  • The uploaded document is either damaged, expired, or not supported.

  • Tip: if the user is uploading an image rather than the liveness test, they will be advised to use a valid government-issued ID and ensure all information is legible.

"Document Image Blurry or Cropped"

  • The system cannot extract details due to poor image quality.

  • Tip: The user will be encouraged to ensure the entire ID is in frame, flat, with no glare, and in focus before uploading.

Liveness Detection Failed"

  • The system suspects that the selfie is a photo or video replay, not a live person.

  • Tip: The user is encouraged to follow the prompts carefully (e.g. turn head, blink), and don’t use a pre-recorded image.

System or Device Errors

"Camera Access Denied"

  • The user’s browser or device has blocked camera permissions.

  • Tip: The user is encouraged to ensure the browser/app has permission to access the device camera in settings.

"Connection Timed Out"

  • The process was interrupted due to slow internet or server timeout.

  • Tip: The user will be encouraged to try again in a stable internet environment.

"Unsupported Browser or Device"

  • The user’s device or browser doesn’t support the technology used for biometric checks.

  • Tip: The user will be encouraged to use an up-to-date version of Chrome, Edge, Firefox, or Safari on a compatible mobile or desktop device.

If the candidate has questions, we would prefer if you direct them to our success team at info@workpro.com.au