My identity verification is not working, what should I do?

Are you having trouble verifying your identity? No worries! This article offers simple solutions to resolve them.

You receive an error message (Invalid session)

❗️ Why does this happen?

• You clicked on the verification link but didn't complete the session within two hours.
• You exited the session and opened a new one.
• You opened the link on another device.

How to resolve this issue?

1. Close all Qonto windows currently open on your smartphone browser.
2. Return to the identity verification page on your computer.
3. On this page, you will see a QR code and a phrase indicating: "Generate a new QR code and a new link.”
4. Click on this link to generate a new QR code, then scan it with your smartphone to restart the identity verification process.

Your verification link is not working

How to resolve this issue?

1. Download our mobile app available for Android and iOS.
2. Log in to your account through the app.
3. Click on “Verify my identity.”

You are having trouble taking your selfie

Before reviewing the technical points, make sure to:

• Be in a well-lit room.
• Keep your head within the frame.

For iPhone users 🍏

1. Open the Settings app.
2. Go to Privacy & Security.
3. Select the hardware feature you want to enable, like Camera, Bluetooth, “Local Network,” or Microphone.
4. To enable camera services for Safari/Google websites, select “While using the app” in Settings, go to Safari, then at the bottom, select Camera and allow it.
5. Return to the browser app and click Retry.

For Android users 🤖

1. Open the Settings app.
2. Click on Apps.
3. Tap on the app you want to modify (e.g., Google Chrome). If it doesn’t appear, tap "See all apps," then choose your app. 💡 If you have a Redmi/Xiaomi phone without Chrome, try the Opera or Mi Browser.
4. Tap on Permissions. If any permissions have been granted or denied, they will appear in this section. To change a permission setting, touch it and select Allow.

Use another browser: Opera, Google Chrome, and Safari are prioritized. 👉 If you have a Redmi brand phone, we recommend using Opera or the Mi Browser.

You are experiencing issues due to the quality of your identity document

If you are experiencing issues related to the quality of your document, follow these tips:

• Make sure you are in a well-lit room.
• Photograph the entire document (front/back).
• Place your document on a flat surface to ensure a good capture.

⚠️ The photo must be of good quality, and information should be visible when zoomed in.

⚠️ For security reasons, we do not accept photocopies of documents.

If after following these steps your issue persists, please feel free to contact us at support@qonto.com. We will be happy to assist you.