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Need help with using HooYu?

Below you’ll find some useful information about HooYu’s definitions, how to overcome technical issues and how to contact HooYu.

Looking for information on who HooYu are and why we use them? Then look no further than our Identity Check via HooYu page. Alternatively, let HooYu tell you more about them themselves.


What is a liveness check?

Liveness detection is a short motion capture where we ask you to complete a few simple actions to verify a real, live person is completing the identity request.

What if I can’t access my camera for liveness check?

If you are receiving the following message “We are unable to access your web cam to start liveness detection. Please close any applications and try again. Alternatively, you can change your browser or continue this request on your mobile by following the link below.” there are a few things you can try:

  • Check your browser settings to make sure the browser has permission to access your web camera
  • Check that your web camera is not being used by any other application e.g. Zoom while you are completing your liveness check
  • If you’re using an iPhone do not use chrome as your browser
  • You can switch device e.g. from laptop to your phone if none of the above work

I’m having trouble capturing my liveness check, what can I do?

The following tips may help you to successfully capture a liveness check:

  • Make sure that your entire face is visible in the oval and that there is space in the oval around your face.
  • Move your head to complete the actions, rather than moving your mobile device.
  • Remove any headwear, glasses and other items on or around your face which may stop us from capturing your full face.
  • Have a plain background behind you while you’re taking the liveness check
  • Make sure you’re the only person in the frame
  • Make sure the lighting is not too dark and is consistent across your face while completing the liveness check.

Why do you need my selfie/liveness detection?

As part of verifying your identity we need to ask who are you, which we gather from identity documents. When we gather your selfie or liveness detection we are verifying that you are you, i.e. the same person that is submitting the documents.


Why do you need to capture my ID documents?

This is a measure to help prevent fraud.

Why is my document image being rejected?

This could be happening for a few different reasons. The main tip we can give is to make the photo of the document text and image as clear as possible. You can see a detailed error message if you go back to the page where you uploaded the document.

Reasons can include:

  • Not all of the document is captured, for example part of the text has been cut off.
  • The image has a lot of shadows or light on it which can make it hard to read the text.
  • The photo has been taken on an angle which can make it hard to accurately read the text on the document
  • Your camera flash is on. The image capture works better if you turn it off
  • The document is expired
  • The document has non latin characters
  • The document is a copy, print out or screenshot as opposed to the original document The document is not supported by us.

Who should I contact if I don’t have the right documentation to complete this request?

Please contact your dedicated conveyancer who will be happy to assist in identifying suitable documentation.

Can I submit an expired document?

No. All documents must be up-to-date and valid.

Technical problems

I’m still getting reminders to complete a request, but I’ve uploaded everything. What should I do?

If you’re still receiving reminders to complete a request after uploading everything there may have been an error with one of your documents. Access the request link again from your SMS or email and check the status of each section. If you wish to stop receiving SMS reminders please respond STOP to the text that you received.

Data Management and Privacy

How and where is my data stored?

Your data is stored securely on HooYu’s systems for a short period of time before being deleted in line with their Privacy Policy.


I can’t find the answer to my question. Who can I talk to?

You can visit HooYu’s contact page to get in touch with their support team or write to them via email at:

Business Hours
9:00am – 5:30pm GMT/BST Monday-Friday (excluding bank holidays)

Customer Services
Telephone: +44 (0)207 9092 173