Selfie and card picture for verifying card not working (just shows black)

I’m trying to verify my physical debit card, however when I try to take the selfie photo and photo of my bank card for this, the app ‘allows’ me to take the photo, but the result is just a black image.

I have:
Ensured I am in a well lit room with a blank background
Removed anythign that might interfere with the image e.g. my glasses
Ensured my app is up to date
Ensured the app has access and permission to my camera
Tried this on seperate devices and had the same outcome

There is no option to upload a photo via extrenal means

Please can someone advise on how to resolve this issue. I am due to travel out of the country in 12 days and need this working in time.

TIA

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Hello @KrisLee93 :wave:,

Welcome to our community. Sorry to hear about your problem. Kindly follow the basic troubleshooting steps first :arrow_double_down:

  • Clear cache & cookies: Ensure to clear the cache cookies on your phone.
  • Strong Wifi: Make sure to check your wifi connection
  • Updated version: Don’t forget to download the latest version of the Revolut app.
  • Restart device: Restart your device once

Once you complete the steps, please try again to verify the card. Hope this helps. :sunflower:

SG | Community Team

also I suggest use original device ROM (sometimes I read in other forums issues with banks and devices, because the ROM is customized). Use the original camera of device, No an app downloaded from any site, Play Store, like famous GCAM).

2 Likes

That’s a great advice indeed @valtf!

@KrisLee93, could let us know if your issue still persists? We would love to help!

SG | Community Team

1 Like