If you are unable to authenticate, here are the checks to perform depending on your situation:
You are using ItsMe
- Make sure your data in the ItsMe app is up to date
- Check that your application is properly configured and functional
You are using photo verification
For your authentication to be validated:
- Your documents must be perfectly readable
- The photo must not be blurry, cropped, or dark
- Your selfie must be clear and well-lit
If in doubt, we recommend retaking the photos in good lighting conditions
Your authentication is under review
If a banner indicates that your authentication is in progress:
This means our teams are performing security checks
- No action is required on your part
- You will be informed as soon as the verification is complete
The problem persists?
If you still cannot authenticate:
We invite you to contact our customer service, who will be able to check your situation.