Usually, when the video identification fails, it's for one of these reasons:
Poor internet connection or bad picture quality. Find a quiet spot with good lighting. If you're on wifi, try using mobile data as it tends to be more reliable.
More than one person in the call. Make sure you're alone during the video identification.
Unaccepted identity document. Make sure you have an ID or passport from the list of accepted documents. Driver’s licenses and residence permits are never accepted.
The video identification can take longer when the service is busy. The service is available 24/7.
If you need help, please get in touch with the Grover Card support team.