A lock-out happens when there have been too many unsuccessful attempts to capture a video selfie or scan a photo ID. This is an automatic security measure to prevent fraud.
It doesn't always mean something is wrong - sometimes it can come down to image quality or lighting conditions.
💡 For tips on getting a clear photo ID scan or video selfie in the right conditions, see How to scan my photo ID or taking my video selfie
If you think this has happened by mistake, you'll need to contact the organisation you're verifying with directly. They can review your case and, if appropriate, reissue you with a new verification link so you can try again.
Vouchsafe isn't able to unlock or reissue verifications directly - this decision sits with the organisation.