There can be various reasons why your verification is not working. Here are some tips that may help resolve the issue:
Most calls fail due to a weak internet connection or poor video quality (e.g. blurry or underexposed). Please ensure you're in a well-lit environment, use a smartphone with a good camera, and make sure you have a stable internet connection.
Make sure you are the only person visible in the video.
We only accept national ID cards and passports (driver’s licenses or residence permits are not accepted). Also ensure that your ID document is undamaged. You can find the list of accepted ID documents and passports here.
Based on experience, waiting times are shorter on weekdays between 8:00–10:00 AM and in the evening between 10:00–11:30 PM.
Your account can only be opened once your identity verification has been successfully completed.