When Facial Recognition Fails to Recognize Your Face as a Face

“If individuals with disabilities or facial differences are not involved in developing these processes, their issues will likely be overlooked,” states Kathleen Bogart, a psychology professor at Oregon State University, who specializes in disability research and has a facial difference. “While AI has exacerbated these problems, they stem from a long history of underrepresentation and bias against people with facial differences that predates AI.”

Too Little, Too Late

When face verification systems fail, finding assistance can be challenging, compounding an already stressful situation. For months, Maryland resident Noor Al-Khaled has faced difficulties establishing an online account with the Social Security Administration. Al-Khaled, who has the rare cranio-facial condition Ablepheron Macrostomia, states that an online account would grant her easier access to SSA records and enable her to quickly submit documents to the agency.

“I don’t drive due to my vision; I should be able to rely on this site,” says Al-Khaled. “You need to take a selfie, and the images must align,” she continues. “Because of my facial difference, I can’t tell if it’s my ID or the selfie that isn’t recognized, but I constantly receive messages stating the images don’t match.”

Being denied this access complicates her life further. “Emotionally, it makes me feel alienated from society,” she explains. Al-Khaled believes all services should offer alternative methods for individuals to access online systems. “The absence of fallback options means some people end up trapped within these intricate technological systems,” adds Byrum from Present Moment Enterprises.

Courtesy of WIRED source

A spokesperson for the SSA states that alternative verification options are available and emphasizes the agency’s commitment to accessibility for all. They clarify that the agency does not operate facial recognition systems but utilizes Login.gov and ID.me for verification services. The General Services Administration, responsible for Login.gov, did not provide a comment to WIRED. “Accessibility is a fundamental priority for ID.me,” a spokesperson remarks, noting that they have previously assisted individuals with facial differences and have offered to directly support Al-Khaled after WIRED’s outreach.

“Few experiences are more dehumanizing than a machine declaring that you’re not valid due to your appearance,” shares Corey R. Taylor, a New York-based actor and motivational speaker with a craniofacial anomaly. Last year, Taylor encountered an issue while using a financial app to access a small amount of funds. As he attempted to complete the payment process, the face verification system failed to match his selfie with his ID image. To make the system work, he had to adjust his position significantly. “I literally had to raise my eyes and twist my face,” Taylor recounts. When he contacted the company, he received what seemed to be a standard response.