Hi posting here because support doesn't actually answer my questions just sends the copy paste.
I moved to the UK and had to KYC there to get transferred but it is being extremely difficult. It's not accepting my passport ever and I tried so many times in the end sent it in with the help. It is now saying they recieved my documents but they need a liveness check.

My question is does the liveness check start right after sending in passport? I am not getting any option to do the liveness check even though they received my documents and unfortunately if I send passport through the phone it just won't accept it. Do you think it will be easier if I buy a webcam and do it in the stars software?

I just registered an account here to reply to this. I am having the EXACT same problem. I've been back and forth with their customer service and keep getting the EXACT same reply. It just won't allow me to do the liveness check. It's outrageous how useless their customer service is.

I fixed it by posting both pages of the passport not just the main one with the picture but both.

Hey,

I'm having the same issue, I tried to do both pages of the passport, but then after I submit my "likeness" I get put back to the ID page yet again, did you have the same problem?

Their KYC procedure is awful

Yea it doesn't really confirm its gone through but if you managed to get to the likeness page and get a snap it should go through wait a few days and try again.