---
title: What happens if a User is not recognized?
description: For an OPTOVERA iris-recognition failure, verify the username and user list, then repeat with eyes fully open and looking straight ahead.
---

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# What happens if a User is not recognized?

## Iris-recognition failures require checking the user list, username, and capture technique.

This situation applies only to Users who chose iris recognition. A User who chose PIN is associated with their record by PIN verification, so the Device does not perform iris recognition for that User. See Question 18 for PIN issues.

If the User’s username does not appear on the Device, first verify that the User is enrolled and available on the Device:

1. Confirm that the User has been added and enabled in the dashboard.
2. Connect the Device to the internet.
3. Press UPDATE USERS LIST on the Device.
4. Open the Device menu and check USERS LIST again.

If iris recognition fails, the Device displays this message:

RECOGNITION FAILED: You may not have kept your eyes fully open and looking straight ahead or you selected an incorrect Username. Measurement not registered. You need to retake the test.

The measurement is not registered and the User must repeat the test. Check that the User selected their own username, then repeat the test using the correct technique. The earlier manual-association step based on baseline progress no longer applies.

Before repeating the test, confirm that the User:

- Is calm and comfortable.
- Positions the Device correctly.
- Keeps the eyes fully open during the 4-second video capture.
- Looks straight ahead.
- Avoids blinking.
- Avoids moving the eyes from side to side.

If the User is not recognized repeatedly, or if tests are recorded under the wrong username, contact OPTOVERA support.

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