Why do i have to verify AGAIN my account?

1

Hi all. A few days ago i had an issue with the PIN of my contactless card (I will open a new thread later about this) and CS asked from me to log off/on at the app. I did and when i returned, i realized that i am “unverified”. Both my cards need activation as well!

I am pissed off with this situation, as i have some (few) euros in my account and i don’t know if i can use them or not. But most important, i am pissed off because i had an issue and thanks to the instructions i received, i have a second issue now.

So, can someone look into it? Thanks a lot.

2

Hey Paralias

Sounds like you might have created a second account, do your funds still appear etc?

Only in app support is able to specify why it might be needed to verify your account again :slight_smile:

3

Nah, i haven’t created another account. I just logged off/on. My funds are still there and visible. I didn’t try my card to see if it works, but it looks like they need to be “activated”.

4

Do you mean revolut cards?
Are they greyed?
Try to unfreeze them in security section.

5

Nothing to do with “freeze”. It’s simple:

  • I am verified for 2-3 years now.
  • I received the free contactless card.
    (The below are irrelevant, they appear to be a different problem/bug which need a new thread, but i will explain the story)
  • I changed the PIN.
  • The new PIN is visible at the app, but it is not working. Instead the original PIN is working.
  • But after some time, i forgot the original PIN.
    (Back to my problem with verification)
  • I contacted CS. They told me to log on/off in order to see the real PIN (and not the one i’ve changed already).
  • I did. When i logged in again, i received the “you have to verify your account” message.
  • There is a possibility that an upgrade of the app has been the problem, since i updated it the same day.
  • Since then the CS staff keeps telling me that i need to send the documents for verification.

This pisses me off, because I AM VERIFIED. I will send the documents, this is not my problem. But this is not a game. I want to know WHY i am not verified anymore, especially when i still have funds in the app and all previous week i have done many transactions. This is the easiest way to explain to the dumbest CS member that I AM VERIFIED and the fault is on Revolut.

I would like an official explanation. Simple as this.

6

Ok, understood.
I believe that you’ve checked that you haven’t hit the annual limit.
In that case there is need to contact with somebody from Revolut. @anon33247966 could you help, please?

1 Like
7

Of course i have checked the annual limit, it’s out of question. About 400+ euros. Thanks for the attention, i hope @anon33247966 will be able to help me.

8

Apologies for any inconvenience caused. Unfortunately you have to repeat the KYC procedure. Really sorry for any inconvenience caused. An agent will contact you shortly.

9

Any public-compatible explanation :slight_smile: as to why that can happen?
Lowered top-up limit after re-verification seems to be a similar issue.

10

Unfortunately this is a compliance matter and I cannot provide more info here. Thank you for your understanding.