--- title: The Device says “User not recognized” and asks me to select a username again. What should I do? description: Check that you are using your own username. In the current documented Scan workflow, select your username before the Scan. If iris recognition fails… --- [Skip to content](https://knowledge.sobereye.com/en/piloto-optovera-troubleshooting-q29-el-dispositivo-indica-usuario-no-reconocido-y-pide-que#main-content) - [English](https://knowledge.sobereye.com/en/piloto-optovera-troubleshooting-q29-el-dispositivo-indica-usuario-no-reconocido-y-pide-que) - [Español](https://knowledge.sobereye.com/es/piloto-optovera-troubleshooting-q29-el-dispositivo-indica-usuario-no-reconocido-y-pide-que) - [Italiano](https://knowledge.sobereye.com/it/piloto-optovera-troubleshooting-q29-el-dispositivo-indica-usuario-no-reconocido-y-pide-que) - [Português - Brasil](https://knowledge.sobereye.com/pt-br/piloto-optovera-troubleshooting-q29-el-dispositivo-indica-usuario-no-reconocido-y-pide-que) English Show submenu for translations ![](https://knowledge.sobereye.com/hs-fs/hubfs/00%20MKT%20material/Logo_blu_optovera.png?width=904&height=186&name=Logo_blu_optovera.png) - Home - Products - Pricing - Blog - Company Open main navigation Close main navigation - Home - Products - Pricing - Blog - Company - - [English](https://knowledge.sobereye.com/en/piloto-optovera-troubleshooting-q29-el-dispositivo-indica-usuario-no-reconocido-y-pide-que) - [Español](https://knowledge.sobereye.com/es/piloto-optovera-troubleshooting-q29-el-dispositivo-indica-usuario-no-reconocido-y-pide-que) - [Italiano](https://knowledge.sobereye.com/it/piloto-optovera-troubleshooting-q29-el-dispositivo-indica-usuario-no-reconocido-y-pide-que) - [Português - Brasil](https://knowledge.sobereye.com/pt-br/piloto-optovera-troubleshooting-q29-el-dispositivo-indica-usuario-no-reconocido-y-pide-que) English Show submenu for translations - Contact us Contact us How can we help you? - There are no suggestions because the search field is empty. 1. [Optovera Knowledge base (en)](https://knowledge.sobereye.com/en?hsLang=en) 2. [Troubleshooting Guide](https://knowledge.sobereye.com/en/troubleshooting-guide?hsLang=en) # The Device says “User not recognized” and asks me to select a username again. What should I do? Check that you are using your own username. In the current documented Scan workflow, select your username before the Scan. If iris recognition fails and the Device displays **RECOGNITION FAILED**, the measurement is not registered and the test must be repeated. Repeat with the Device correctly positioned, keeping your eyes fully open and looking straight ahead without blinking or moving your eyes during the capture. If the Device continues to show a different recognition flow or recognition fails repeatedly, ask the supervisor to contact OPTOVERA support. \