Problem Statement:
During a Video KYC (VKYC) session, soon after fetching a customer, the Agent/VCO/Maker may encounter an error message as in the screenshot below stating: "Location Unavailable"
Oops, this was unexpected. The location of the customer couldn't be captured. As per the regulations, the call cannot be conducted without location data.
Cause:
This error occurs when the customer's location data is not accessible which can happen due to one of the following reasons:
- The location permission was not allowed.
- Location permission is restricted due to device-level privacy settings.
- A pop-up requesting location permission is blocked by the browser.
Resolution:
To resolve this problem and ensure a smooth VKYC experience, users can follow these steps:
1. Enable Location Access: Instruct the customer to allow location access on their device and browser settings.
2. Rejoin the Session: Ask the customer to disconnect and rejoin the VKYC session.
3. Refresh the Page: The agent should refresh the VKYC portal page.
If the issue persists despite following the above steps, please reach out to our support team by writing to support@hyperverge.co with the following details :
1. HyperVerge Transaction ID
2. Browser name and browser version used to initiate VKYC
3. Device type (Android/iOS/PC/Mac)
4. Any relevant screenshots or error messages
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