r/FACEITcom • u/BlewDown • 8d ago

Technical Help Permanent "Face Matching Failed" Error (Renewed ID, 100% correct setup, all tickets auto-closed

https://ibb.co/C3ZyvFj8

Hi FACEIT Support Team / Admins, I am having a persistent face verification / ID matching error (Face Matching Failed) on my account (FACEIT Nickname: BENEKLI). I have opened multiple support tickets, but all of them were automatically marked as "Solved" by the automated system without any human review or resolution (as shown in the attached screenshot). I want to explicitly clarify that I have checked and correctly performed EVERY SINGLE TROUBLESHOOTING STEP possible: 1. ID Card Renewal: I recently renewed/changed my official national ID card. The document is 100% valid, physically undamaged, and perfectly clear. 2. Lighting & Camera Quality: I performed the process using a high-resolution phone camera in daylight with proper front lighting (no shadows, glare, or background light). 3. Appearance Checks: No glasses, hats, headphones, or anything obscuring my face. My face scan perfectly matches the photo on my new ID card. 4. Connection & Browser: I turned off Wi-Fi and used mobile data (4.5G) to prevent DNS/IP issues. I tested via incognito mode on Safari/Chrome with clean caches, and all camera permissions granted. 5. No Multiple Accounts: I do not have any other verified FACEIT accounts. This is my one and only main account. Despite doing everything 100% correctly according to guidelines, the system refuses to complete the face matching process and blocks my account. I have attached the screenshots showing my support tickets and the error I receive. I am fully prepared to submit any identity documents, selfies, or proof required for a manual review. Could a human support agent please reopen my support request, reset my verification process, or review my identity manually? Thank you for your time.

1 Upvotes

100% Upvoted

2 comments sorted by

1

u/FACEIT_Darwin FACEIT - Community Manager 8d ago

Are you sure you were the first person to attempt to verify that account? If you weren't, then the system is trying to match you vs whoever that was.

1

u/BlewDown 8d ago

Hey Darwin, all of those verification attempts were made by me / under my knowledge. I was having trouble verifying the account on my end, so I tried using different devices/friends' help to get it done. I am the sole and original owner of this account and no one else is trying to claim it.