Kan niet inloggen; handscan blijft falen

DaveFlash

Nour that did not work for me.

UPDATE: bunq employee Rj has responded, please scroll down!

DaveFlash

UPDATE 10:40u: Oplossing die voor mij werkte: app volledig verwijderen van je telefoon en opnieuw downloaden vanuit de App Store of Google Play, dan opnieuw inloggen en meteen handscanner opnieuw instellen

UPDATE 11:45am: The following solution worked for me:
Completely remove bunq app from phone, wiat a few minutes, redownload from App Store or Google Play, then login again as if it's the first time.
Then immediately configure the Passphrase and/or Hand Recognition again.

Funbase

Same here just now on ios -- this is f-ing ridiculous!!

WJanson

JP Hi 👋

I understand that this is an annoying situation for you, bunq has been brought up to speed about this problem and is probably investigating it now.

May I ask you which steps you have taken already to solve the issue? Did a reinstall work? Like it did for David?

Have a nice day! 🌈👍

Robert-Jan-Mahieu

We recently patched a potential security weakness. Unfortunately this made another check during login a bit too aggressive if you recently changed your login code. This is always a precarious balance. We apologize for any confusion this caused. Rest assured it will be fixed soon.

A workaround:
- Cancel the hand scan
- Log in with your code (instead of face or fingerprint recognition)
- Disable & re-enable the face or fingerprint recognition in your profile under Security & Settings.

DaveFlash

RJ thanks for the heads up, will bunq compensate me for the lost hour? 😉

Polderdijk

DaveFlash Waarom wilt iedereen meteen compensatie als er wat mis gaat, pfff.

Wees blij dat bunq dit super snel oppakt en fixed, dat kan je bij andere banken echt niet verwachten.

Dus serieus, waarom zou bunq je moeten compenseren 🤨

DaveFlash

Maarten Polderdijk ooit gehoord van sarcasme?

Petervdv

DaveFlash Not without emoticons. Or a special sarcasm sign.

JohnDo

DaveFlash I agree with @Petervdv 🏳️‍🌈, nothing shows that you were joking. It looks like you only called it sarcasm after some criticism.

DaveFlash

John Do fixed!

Petervdv

John Do Okay so I made my own mistake, my message was kinda sarcastic but it didn't have emoticons or a sarcasm sign 😅😂
✅<--"this message is no sarcasm"-sign

Wimbat

I too, had this problem a couple of weeks ago. It is frustrating to realize that the system you came to rely on, and therefore took for granted totally, suddenly became inaccessible. Fortunately I had another bunq account that WAS accessible and used that to contact support. They reset my login and I was back in business !!
Really great support and really fast in solving this issue. 😃

jaspercram

Ik had dit idd ook. Was best ff zweten....

Raul-Cyan-Lion-3476404034

Hi everyone 👋!

Our team has been working hard to fix this and now with the latest version of the app you shouldn't face any inconvenience.

Thanks for your feedback here and keep being awesome 💪🌈.

Have a great day!

Nicole-Teal-Zebra

DaveFlash Moi aussi j’ai rencontré ce problème je viens de créer une phrase secrète pour renforcer la sécurité de mon compte qui a été valider avec succès mais à chaque fois que je l’utilise cette phrase secrète,on me dis phrase secrète incorrecte c’est du n’importe quoi quelqu’un peut m’en dire plus où le service client peut y remédier à cela. Ça m’embête grave !

Nicole-Teal-Zebra

W. Janson-Korhorn J’ai ce problème actuellement que dois je faire svp

WJanson

Nicole Hi 👋

If resetting doesn’t work, it’s best to contact support via the Support Chat 💬