**Something went wrong / Unable to…** 

There are a few reasons why you might see this, such as: 

* A failed network request or lookup error, for example when accessing verification keys from the C-layer. 

* An email that seems intended to deceive c.Email or get around our security settings. 

* A missing decryption key. 

The first of these is by far the most common. Retrying or refreshing your app by pulling down on the screen will generally fix the problem. 

Errors caused by missing decryption keys can be avoided by following our account recovery process if you lose access to your device. 

**When verifying your identity** 

If you get an error message when scanning your ID, please try again, making sure your phone is flat against the front or back of your ID. This ensures a stable connection when reading your NFC chip.