• Identity verification, connection lost

Hi! My wife is trying to make her first Bunq account, and while doing the photos and the "repeat this number sequence, look over your shoulder" thing, she gets a connection lost msg and cannot send anything. Any help? Thanks in advance

    @Juan-Teal-Zebra#98356 have you tried using another internet connection? WiFi vs mobile data for instance? Does it also happen on other devices?

      Hi! I turned wifi off and used data just to be sure; it just keeps giving me the same message; "Connection lost,the video didn´t work, please try again" (or something like that, it´s in Spanish...Weird thing is, beside the Passport photo, wich works ok, the rest looks like it´s actually getting the images (the "look at your right" stuff), because after that she gets the numbers to say out loud, but in the middle of those two things, she getts the error, over and over...No idea what to do :S

        Is it possible to register her account on my device, so after that she can login on her phone? I mean, do the entire verification thing on my phone. Is it possible to register a new user on my phone account? Thanks

          @Juan-Teal-Zebra#98389 Volgens mij moet dat kunnen, het is in ieder geval zo uit te proberen. Houd onderin het menu de optie Profiel lang ingedrukt, kies dan voor Meer opties en daarna onderin de plus in om een ander profiel toe te voegen op jouw telefoon.

            Ik liep onlangs wel tegen problemen aan waarbij bij deze stap de app volledig crasthe op iOS 12 (laatste stabiele versie). Is dat wat je bedoelt?

              @Juan-Teal-Zebra#98389 Yes that will work fine! You can then log in on the original device afterwards. Don't forget to report this issue to the Support chat 💬 so that bunq can fix it. 👍🙂

                3 years later

                I'm having the exact same problem right now. So I guess the only workaround is to use a second device?

                  @New-Blue-Magpie-3451879099#256179 Yeah, me too.

                    @New-Apricot-Goose-3440133081#256676 For me, restarting my device helped.

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