I had the exact same experience. A barely smart phone being used to verify ID and we had to do the facial recognition more than 10 ten times, each time having to go through a whole step by step process to get there. And it still didn't work. I think he had to go an entirely different route in order to even do it. If he didn't have someone like me who could think systematically, there's no way he by himself or any non-technically minded person would be able to do it.