Pin not Displayed


#1

Hello! Has anybody else had difficulty accessing a pin for their card? I received my card and logged in to the app to activate. I have verified my identity several times and waited several hours yet every time I log back in to the app I keep getting directed to ‘verify my identity’ once I click on the card tab. There is no option presented for me to retrieve my pin. The form of identity I have used is valid (drivers licence) and readable. I tried the support chat on the app which was extremely unhelpful. They told me to wait a moment while they would divert me to another department and then received no response. I cannot withdraw the money I have lodged and am extremely annoyed!!


#2

Hello @olgalee125,

Thank you for contacting us.

Please note you will be able to activate your card and see the pin of your card once you have verified your account.

Please let me know if you have further enquiry!

Best,

Andreas K.


#3

Hi Andreas,

I have tried to verify my identity with you approx 7 times. Each time I do not receive any notification as to why my id was not accepted (it is valid and readable). I feel this is a scam - I cannot access my money and your support team on chat are unresponsive. Please can one of your support team do me the courtesy of responding to my query. I find this whole process highly frustrating - the worst user experience I have gone through in recent times.


#4

Hi @olgalee125.

I’m extremely sorry for any inconvenience caused. Our support team is experiencing an unusual amount of requests which is causing delay.

We’re working hard to get back to our users as soon as we possibly can. We’re upgrading our team, hopefully this will not be an issue later.

Best,

Andreas K