In case the device is unable to correctly recognize and relate the scan of the individual to the database, the following troubleshooting steps can be followed:

  • Ensure that the picture of the individuals in the database is taken according to the procedures and conditions conveyed. Click here to see the set criteria.
  • Make sure that the background during the scanning of the individual is clear.
  • Ensure that the scan is taken according to SOPs (no glasses, caps etc.)
  • Increase the number of identification times from 3 to 4 or 5 (on the GoSafe device).
  • Increase the similarity index from 80 to around 87 (do not exceed 90)


NOTE: This will increase the time it takes to successfully scan the individual