Identification selfie does not match records

Help Login Issues
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1

Hello.

I’m getting some problems when trying to access my account.
Yesterday I was able to use the App. This morning, I was required to confirm my ID with a selfie that couldn’t verify my identity. It says my photo does not match Revolut records.
At no point am I asked to change my safety code to a 6digit.

Even deleting the app does not seem to enable me to change the passcode to a 6 digit passcode.

My old iphone 6 cannot take high enough quality selfies anyway, but I believe having a selfie to authenticate someone and no other choice is a problem that will leave some behind, logged out from their own account. Not the best idea from Revolut. Can’t there be a moment where you propose other solutions to authenticate a user without a picture ?

Note: latest app version

Best regards,
Isabelle Francis

1 Like
3

Hello @ifrancis :wave:,

Sad to hear that you are unable to log in to your account. :frowning_face:

Before starting the verification and uploading your selfie in-app, please keep in mind the following:

  • You need to have the latest app version downloaded on your device.
  • If your camera isn’t working, please use a different device.
  • The selfie must be submitted in-app.

For help with uploading your selfie, you can check out this FAQ in our Help Centre. :hugs:

Additionally, I am including the passcode change FAQ as well. :pray:

SG | Community Team