This page documents common issues encountered when integrating with the Persona flow.
Also see our integration-specific troubleshooting guides:
There are several reasons why a user may see a “Session expired” page.
For more information, see Resuming Inquiries.
Persona will return a 409 on inquiry load when the inquiry isn’t in a valid state to be interacted with - either the inquiry is expired or already finished.
Users rarely experience device-specific crashes which can be related to the user’s browser version, OS version, device capabilities, or other hardware attributes. Generally, these issues are encountered when the user’s device runs out of memory (RAM or GPU).
Additionally, ensure that you are testing on production builds of your app. This issue has been noted to occur more frequently when the Persona flow has been embedded into apps built in development mode.
From an end user’s perspective, ensuring that device versions are up-to-date, closing other apps or browser tabs, reloading the Persona page, and restarting the device have been shown to help.
Some devices will briefly flash a video ‘play’ icon when the device is in low power mode. This is related to how HTML video elements are loaded in low power mode. This is a device-specific issue and cannot be modified.
File upload as a capture method is disabled by default on mobile devices (for both web and mobile SDKs). This can be configured on the Inquiry Templates page via Configure > General > Image capture methods.