Troubleshooting

Most snags have a quick fix. Work through the relevant section before contacting support.

Sign-in & OTP

• My OTP didn't arrive. Check signal and that your number/email is correct under Account → Settings, then request a new code. Codes expire — use the latest one.
• I can't get back into my account. Use your recovery email or phone. Never share a code with anyone claiming to help — Liivra never asks for your OTP. See Account security.

Verification

• My identity check failed. Retake the photos in good light, hold the ID flat and fully in frame, and complete the liveness prompt. See Identity verification.
• My DHA or ownership check flagged a mismatch. A mismatch is reviewed as a potential fraud signal. Make sure your details exactly match your official records, and contact support if they're correct.

Payments

• My payment didn't go through. Try another method — card (Paystack), instant EFT (Ozow), or bank transfer. Check your bank hasn't blocked it. See Payment methods & billing.
• I paid but the feature isn't active. Give it a moment to confirm, then check your billing history. If a payment shows succeeded but the feature is off, contact support with the receipt.

Listings & uploads

• My photos won't upload. Check your connection and that images aren't oversized; retry on Wi-Fi. Upload at least the minimum photos the wizard asks for.
• My listing won't publish. The wizard flags what's missing — complete every required step, including the minimum photos, then publish.

Tours

• My captured tour looks wrong. Reject it and recapture the affected rooms following the on-screen guide.
• A LiDAR scan won't start. LiDAR needs a compatible iPhone Pro — on other devices use a 360° tour instead.

Still not solved?

Note what you did and what happened, and contact support — the more detail, the faster we can help.