Okay, let's figure out why.
Are you starting the scan, but the camera won't start? Please make sure that you gave Free2Move the permission to access your camera.
Are you starting the scan, but the picture won't trigger? Please make sure that you are selecting the correct issuing country (grey area above) and document type (ID/passport) before starting the scan. Put your ID card on a flat surface and start the scan from further away get closer to the document slowly.
If this doesn't help, please get in touch with us via firstname.lastname@example.org. It would be very helpful if you could provide us with some more information.
Where exactly are you getting stuck?
Are you receiving any kind of error message?
Please feel free to send us screenshots of the problem you are experiencing.