Support Center

1. Need Assistance?

• Email Support: support@level3id.com - for account, integration, or verification issues.
• Investor / Enterprise: use the investor briefing form from the homepage or contact sales@level3id.com.
• Support Ticket: (Coming soon) - dashboard-based issue tracking.

2. Common Verification Issues

Humafy verification runs in real time, but browser permissions, lighting, network quality, or missing server-side validation can interrupt the flow.

During Image Capture

• Lighting: Use even, front-facing light. Avoid shadows and strong backlight.
• Camera Clarity: Clean the lens; ensure it’s not blocked.
• Framing: Keep your full face centered and in view.

Protected Flow Setup

• Destination ID: confirm the page is using the Destination ID assigned in your Control Panel.
• Success Page: confirm the protected page URL matches the success page stored for that Destination ID.
• Server Validation: make sure your backend validates the returned level3id_token before processing the action.

After Capture or Analysis Failure

• Retake Images: Always use fresh captures.
• Keep Steady: Small movements are fine, but large motions disrupt analysis.
• Connection: Verify you have a stable internet connection for real-time analysis.

3. When to Contact Support

• Verification repeatedly fails despite following best practices.
• API, Destination ID, or token validation errors appear in your dashboard or server logs.
• You suspect unauthorized activity on your account or extension.

Include the affected URL, Destination ID number, browser, timestamp, and any server-side error message so we can narrow the issue quickly.

4. Our Response Promise

We prioritize issues that affect login, registration, checkout, contact forms, token validation, or Chrome Guard protected sessions.