1: You might presented the wrong document
No.
2: or a print of it and not the original
No again.
3: or maybe there was a mismatch of the data you have filled on your Nova account and the data you are presenting on the verification (in this case you will need to update the data on Nova to match what you are presenting).
No yet again.
I am required to use my mobile phone yet when I do so, the VERIFF does not work on my mobile phone.
Because this has taken quite a while already, the "token" is now expired and does not seem to want to issue a new one.
Ok, this is because we keep sessions for 7 days, after that we kill them and users must contact us again. Can I ask you to send us an email, or let me know what is the username and I will check your status and try to help you asap?