Apparently, there is a bug that can occur with the Sumsub selfie link which causes the verification process to get stuck, displaying the following screen:
Generating a new selfie link does not fix this.
The only solution is to ask Sumsub support via chat to reset the selfie on their backend. They can be contact within Sumsub portal (top right option – see screenshot below).
So if a client reports that their link is “Broken” or “not working”, please follow this step.
DJ is in contact with Sumsub and Rihards (our account manager) to address this problem.