Face Not Recognised

The kiosk sends a photo to the face-matching service, which compares it with the badge holder's enrolled face. If the match is below the client's threshold, the kiosk asks the worker to look again. In our production data about 18% of attempts needed a retry, mostly because of light or the angle of the face.

If a worker's appearance has changed a lot, or their enrolment was taken in poor light, send them a fresh set-up link from their worker page (or use Batch re-enroll (agency console) for several). They take a new short video selfie on their phone, which replaces the old face template.

Each client has a match threshold (90% by default) under Setup > Face recognition. The Face dashboard shows match rates per client. If a client's match rate is low across many workers, the usual cause is kiosk placement or light; if that is fixed and it is still low, lower the threshold a step at a time and watch the results. A lower threshold makes a wrong match more likely.

If the kiosk says the face does not match the badge, the photo matched a different enrolled worker better than the badge holder. The clock is refused, no identity is shown, and the refusal is logged. Check the worker typed their own badge number. Repeated mismatches can be sent to you by email with an automation rule.

The kiosk shows Face not set up for a worker who has not enrolled, declined, or withdrawn consent. They can get a set-up link by email, set up at the kiosk where the site allows it, or skip and use their PIN.