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What to do if you're seeing an "IP change detected" or "Unable to proceed" error.

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If you're one of these error messages, it means that we've identified a change in your device's IP address during the process of getting your Civic Pass. Please follow the steps below to resolve the issue:

 

Step 1: Ensure a Consistent IP Address

A. If you're using only one device (mobile or desktop with a webcam):

  • Make sure you're connected to the same Wi-Fi or mobile data network with a static IP address for the entire duration of the process of trying to get your Civic Pass issued.

  • Do not switch between networks once you begin the Civic Pass process.

B. If you're using both a desktop and a mobile device for the video selfie:

  • Ensure both devices are connected to the same Wi-Fi network or the same mobile data network with a static IP address for the entire duration of the process of trying to get your Civic Pass issued.

 

If you're still seeing one of these error messages even though you're connected to the same network for the entire duration of the process of trying to get your Civic Pass issued, then you may have a dynamic IP address. Please confirm this using the steps below: 

 

Step 2: Check Your IP Address Consistency

  1. Visit https://whatismyip.com to check your IP address. Take a screenshot and save it to your device. 
  2. Go to the websitee, app or dApp you're trying to get your Civic Pass on and go through the process of getting it issue. 
  3. When you encounter the error, go back to https://whatismyip.com, refresh the webpage and check your IP address.

 

A. If your IP address has changed during the process:

  • Try using a different Wi-Fi or mobile data network with a static IP address. You're the only one that can control your IP. You may have to try multiple wi-fi and mobile data connections before you find one with a static IP address.

B. If your IP address remains the same:

  • Pease email us at support@civic.com or create a ticket at #contact-us on Discord. Please make sure to provide us with your wallet address, blockchain, Civic Pass type, website and a description of the issue you're experiencing so we can take a closer look at this for you.

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