Hi there! I see you're having trouble with the HEPIQ app when trying to scan the back side of your national card during sign-up. Let's get this sorted out together.

Could you tell me a bit more about how you've been attempting the scan? For example:
- Are you scanning in a well-lit environment?
- Is your card placed on a plain, dark background?
- Have you checked if the HEPIQ app has permission to access your iPhone's camera?

Sometimes, glare, reflections, or a busy background can make scanning difficult. Also, ensuring the app has camera permissions is crucial.

Here’s a quick step-by-step to try:

1. Check Camera Permissions
Go to your iPhone Settings > Scroll down to HEPIQ app > Ensure “Camera” is toggled on.

2. Prepare the Card and Environment
- Place your national card flat on a dark, plain surface.
- Make sure the area is brightly lit but avoid direct glare on the card. Natural daylight works well.

3. Restart the App
Sometimes, simply closing the HEPIQ app completely (swipe up from bottom and swipe the app away) and reopening it can help.

4. Hold the Phone Steady
Slowly bring the phone over the card and keep it steady until the scan completes.

If after trying these you still get the “try again” message, could you let me know if the app shows any other error or if this happens immediately?

Also, have you successfully scanned the front side of the card? That info can help pinpoint if the issue is just with the back side scanning or something else.

I’m here to help you through this!

I tried all of those steps, and even the front side took me too long to get completed

Thanks for letting me know you've already tried the initial scanning tips and that even the front side scan takes a long time. That helps me understand the situation better.

Since the usual fixes haven't solved it and the app’s scanning seems slow or unresponsive, there are a few more things we can try:

1. Check for App Updates:
Make sure the HEPIQ app is updated to the latest version. Sometimes, bugs that affect scanning are fixed in updates. Go to the App Store > tap your profile picture > scroll to HEPIQ and see if an update is available.

2. Stable Internet Connection:
The app may need to verify scans online, so being connected to a strong Wi-Fi or cellular network is important.

3. Restart your iPhone:
A restart can clear temporary glitches that might affect the camera or app performance.

4. Clear App Cache (if applicable):
Although iOS apps don’t have direct cache clearing like Android, you can delete the app and reinstall it to clear any corrupted temporary data.

5. Try Manual Input (If Available):
Sometimes apps offer manual entry of card details as a fallback — have you seen an option to enter your national card details manually instead of scanning?

6. Check for iOS Camera Issues:
Try using your camera app directly to see if it focuses and captures images quickly. If the camera is slow or blurry, that might affect scanning within HEPIQ.

If these don’t help, the issue might be with the app itself, as some users have reported trouble with the registration process and scanning on iOS devices1. Since the app is developed externally, the next best step would be to contact HEPIQ support directly via the email they provide ([email protected]) explaining the delay and scanning issue. They may have a known fix or be able to assist you in manual verification.

Would you like me to guide you through reinstalling the app or checking your camera speed? Or is there any other detail you want to share about the experience? I’m here to assist!