My identity could not be verified. What do I need to keep in mind?
For regulatory reasons, we need to identify you before you can make full use of the TWINT Prepaid App f. The app will guide you through every step of the way. Follow the instructions on your smartphone screen.
Possible sources of error
Specify which ID document you want to use to identify yourself, make sure you have the ID document to hand, and note the following points:
- Incorrect identification document type
Make sure that you have selected the correct identification document type (ID card / passport / etc.). - Light reflected on the identity document
Make sure that the picture is not overexposed and that the light does not reflect off the ID card in such a way that parts of the document are illegible. The document must be complete and clearly legible. - Photos out of focus
If the automatic process did not work, you will be asked to take a photograph of the identity document. Make sure that the picture is in focus, easy to read and not cropped at the edges.
Should you have any further questions, please do not hesitate to contact our Customer Service team.
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