Support Center

1. Need Assistance?

• Email Support: support@level3id.com – for general, technical, or billing inquiries (response in 24–48 hours).
• Support Ticket: (Coming soon) – track your issues and progress through your dashboard.

2. Common Verification Issues

Our AI works in milliseconds to verify human presence, but occasionally, environmental or device issues can interfere. Here's how to fix the most common problems:

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.

Face Coverage

• Masks Supported: Chrome Guard™ recognizes masked users via multi-point liveness cues.
• Avoid Obstruction: Avoid hats or scarves that cover your eyes or entire face.

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 or integration errors appear in your dashboard.
• You suspect unauthorized activity on your account or extension.

We value security over speed — our team investigates each report thoroughly before closing a case.

4. Our Response Promise

Every request is logged automatically, and you’ll receive an acknowledgment email within one business day. Critical issues (like extension interruptions or fraud alerts) receive priority handling.