Question
Why was I asked to re-verify my identity? What to do if reverification fails?
Answer
Additional customer verification is sometimes necessary for security reasons. The process is intuitive and straightforward.
- After logging into the app, you will receive a step-by-step guide on how to conduct verification.
- It often involves taking a selfie again, which allows for the comparison of the customer's face with previously collected data.
Good Lighting is Essential. Dark rooms and background light can make it difficult for us to see your face. It is a very common error but be aware that lighting should be in front of you (not behind) so that picture is visible. Besides this, keep your face in the white frame. Don’t wear glasses, headphones, masks, etc.
Use a Good Camera and Internet. Sometimes, terrible camera quality and low internet speed are the culprits of a failed verification. An old smartphone with a low-quality camera can impact your picture’s quality. If you have a high-end device but still facing a picture quality issue, check the lens. Сheck the lens - it may be dirty. Apart from this, don’t forget to check your internet connection. - The whole process is quick and usually doesn't take longer than a few minutes.
Important. If for some reason verification fails, don't worry, you have a few more attempts to try. If multiple attempts fail for various reasons, your account will be temporarily blocked for security reasons. However, we'll do our best to help you and you will receive instructions to your e-mail address on how to verify in another way. This email will contain a link to a form where you can report a problem. It usually takes a few days to process your ticket, no additional action is required on your part. If we need more information, we will email you.