Yoti session timed out error

You are trying to share your digital identity from Yoti and you get the error ‘Sorry, your session timed out’ after the 'Frame your face' step.

This is a known issue in the Yoti app.

Possible workaround

You may get this error if you've used your smartphone camera to scan the QR code when sharing your digital identity.

As a possible workaround:

• open the Yoti app before you scan the QR code to share your digital identity
• use the 'Scan' option at the bottom of the app to scan the QR code

You may then be able to get beyond the face scan step without Yoti timing out.

If the workaround fails

You will need to contact the Yoti helpdesk.

There is an easy reporting tool within the Yoti app. Follow these steps:

1. In the Yoti app, select 'More' in the bottom-right.
2. Select 'Get help'.
3. Select 'Contact us'.

Copy and paste the following text to describe the issue, and select ‘Include diagnostics’.

I am trying to share my digital identity to NHS Digital Staff Passport.
When I select to Send details, and the face scan is successfully processed and turns green, I get the following message:
Sorry, your session timed out
This happens every time I try to share.

Select 'Send' to submit. A member of the Yoti support team will look into the issue.