RuID does not accept biometrics: reasons and what to do
The Gosuslugi RuID app requires identity confirmation through biometrics — a real-time facial scan. It is at this step that many foreign citizens encounter errors: the system rejects the photo, freezes, or reports data mismatch. The procedure for submitting an entry application as part of the experiment is described on the official Gosuslugi page , and the legal basis is enshrined in the Government of the Russian Federation resolution dated 07.11.2024 No. 1510 . Below are specific reasons for failures and step-by-step solutions for each.
Why RuID checks biometrics
Biometric verification is needed for the system to ensure that the application is submitted by the person whose passport data is entered in the form. The app captures a “live” face through the front camera and compares it with the photo in the document. This is a mandatory step when submitting an entry application via RuID.
Seven reasons why biometrics are not accepted
1. Poor lighting or unsuitable background
This is the most common reason. The algorithm does not recognize facial features if:
- the light source is behind and the face is in shadow;
- the room is dark or the only light is from the smartphone screen;
- the background is too colorful or close in tone to the skin color.
Solution. Stand facing a window or a daylight desk lamp. Choose a solid light background. Do not direct direct sunlight into the lens — it overexposes the shot.
2. Glasses, mask, or other accessories
The system may reject the photo if the face is partially covered by sunglasses or prescription glasses, a mask, scarf, cap brim, or bangs covering the eyebrows.
Solution. Remove all accessories. Ensure that the forehead, eyebrows, eyes, and both ears are fully visible.
3. Changed appearance
If your appearance has noticeably changed since the passport was issued — a beard has appeared, the hairstyle has drastically changed, or tattoos have been added to the face — the algorithm may not match the photo with the passport photo.
Solution. Try to reproduce an appearance as close as possible to the photo in the passport. If this is not possible, describe the situation in your support request.
4. Outdated app version
The biometric module is updated regularly. An old version may contain bugs that have already been fixed by the developers.
Solution. Open the App Store or Google Play, find “Gosuslugi RuID,” and install the latest version. After updating, completely close the app and reopen it.
5. Low quality of the front camera
A blurry or grainy image does not allow the algorithm to read biometric control points.
Solution. Wipe the camera lens with a soft dry cloth. If the device’s front camera is very old, try another smartphone with the current version of the app and the same Gosuslugi account.
6. Unstable internet connection
Biometric data is transmitted to the server in real-time. With a slow or unstable connection, the request is interrupted, and the system registers an error.
Solution. Switch to a Wi-Fi connection with a strong signal or ensure that the mobile internet is stable. Try again in a few minutes.
7. Technical failure on the server side
Gosuslugi servers periodically experience increased load or undergo scheduled maintenance.
Solution. Wait 1–2 hours and try again. The status of the services is displayed on the Gosuslugi portal .
Step-by-step algorithm if nothing helps
If you have eliminated all obvious reasons but biometrics are still being rejected, follow this scheme.
Step 1. Document the error. Take a screenshot of the screen with the exact text of the notification. Note the time of the attempt and the app version number (visible in the settings).
Step 2. Check passport details in your profile. Name, surname, date of birth, and document number must match the passport character for character. Even one typo can cause a mismatch during biometric verification. How to correct the data — read in the article How to update passport details in RuID .
Step 3. Try on another device. Install the current version of RuID on another smartphone, log in to the same Gosuslugi account, and try again.
Step 4. Do not create a second Gosuslugi account. A duplicate account will not solve the biometric problem. Wait for a response from support before taking additional steps.
Step 5. Contact support. Submit a request through the official Gosuslugi portal — help and feedback section. In your request, specify: citizenship, planned entry date, application status, exact error text, and screenshots.
Special situations
Child under 6 years old
Children under six years old are completely exempt from the biometric requirement: registration in RuID and application submission through the app are not required for them. More about the categories of entrants — in the article Who must fill out the entry application via RuID .
New passport after initial biometrics
If you received a new passport, you will need to update the data in your profile and undergo biometric verification again. Do not update the data until you are ready to immediately undergo a facial scan: it is better to complete the process in one go.
Citizen of a visa country
For citizens of countries with a visa regime for entry into Russia, the RuID app is currently not a mandatory tool. Entry permission is obtained through a visa. Check current requirements in the entry rules section visitrf.com .
Biometrics not passing for a citizen of a visa-free country before a tourist trip
Reminder: participation in the RuID experiment is not required for all categories of entrants. Before spending time on multiple attempts, clarify whether you need to submit an entry application — in the article Who needs RuID and who doesn’t .
What to do if your flight is in 72 hours or less
If there are less than three days left before entering Russia and biometrics are not accepted:
- Immediately submit a request through the official Gosuslugi portal — specify the travel date and the error text.
- Check with the airline or tour operator what documents are required for boarding on your route; keep screenshots of errors and attempts during the investigation.
- Keep screenshots of errors and correspondence — they will be useful to support when reviewing your request.