A failed liveness check may occur for several reasons. To improve your chances of successful verification, please avoid:
- Wearing accessories (such as hats, sunglasses, or masks) that may block facial features
- Applying heavy makeup that obscures your natural appearance
- Creating duplicate accounts, which are not supported on the platform and require additional compliance checks
- Using excessive filters, over‑editing, or emojis/stickers that block or distort your facial features
Ensuring a clear, unobstructed scan of your face will help the verification process succeed. Below are some rules and requirements for completing the face verification.
Does the facial verification work in all countries?
The facial verification is available in all countries where Sugarbook is available, as long as your device and internet connection can support it.Can I use a photo or video for the verification?
No. The facial verification must scan your face live in real time. Please follow the on-screen prompts during the check.Can I complete the verification on a different device from the one I used for signup?
Yes. You can complete the facial verification on any device with a working front camera and the latest Sugarbook app. You may also use a supported browser such as Chrome or Safari.
Simply log in to your account and follow the prompts.Do I need special equipment for the verification?
No. You only need a phone, tablet, or computer with a working front camera, plus the latest Sugarbook app (or a supported browser such as Chrome or Safari).- Why does the verification happen after profile setup?
The facial verification is shown after profile setup so your details are completed first. Once you pass the check, your account can be approved more smoothly without additional steps.