PathNotFoundException Error guide

Troubleshooting Guide – Document Upload Error in Verify 365

Overview

The error message encountered during document upload can occur for several reasons, including app permissions, file storage access issues, or using the same document for multiple verification steps.

Common Causes

1. Insufficient App Permissions

The Verify 365 app may not have the necessary permissions to access the device storage, photos, media, or files. Without these permissions, the app cannot read the selected document.

2. Same Document Used for Multiple Checks

The same document may have been uploaded for both the biometric ID verification and proof of address step. This can sometimes cause validation issues within the app.

3. External Storage or Cloud Storage Issues

If the document is stored on:

  • an external SD card
  • Google Drive
  • OneDrive
  • iCloud
  • another cloud-synced folder

the file path may become inaccessible due to:

  • connectivity issues
  • the SD card being unmounted
  • the cloud service being offline

Troubleshooting Steps

Step 1 – Remove and Re-select the Document

If the same document was previously used for ID verification:

  1. Tap the trash/delete icon next to the uploaded document (if available).
  2. Remove the current document selection.
  3. Re-select the document again.

Step 2 – Select the File from Device Storage Only

To ensure the app can properly access the file:

  1. Remove the currently uploaded document using the trash/delete icon.
  2. Re-select the document directly from the device's internal storage.
  3. Avoid selecting files from:
    • Google Drive
    • OneDrive
    • iCloud
    • external SD cards
    • cloud-based folders

This forces the app to acquire a fresh and valid file path.

Step 3 – Verify App Permissions

Please ensure the Verify 365 app has the correct storage permissions enabled.

Android

Navigate to:
Settings > Apps > Verify 365 > Permissions

Ensure permissions for:

  • Files and Media
  • Storage
  • Photos (if applicable)

are enabled.

iPhone (iOS)

Navigate to:
Settings > Verify 365

Ensure access is enabled for:

  • Photos
  • Files and Folders (if shown)

Next Steps

After completing the troubleshooting steps above, If the problem continues, please email the support team via support@verify365.app with the following information 

  • a screenshot of the error message
  • the device model
  • the operating system version (Android/iPhone)

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