• Hand recognition keeps failing

Hand recognition keeps failing. On one phone (samsumg S7) I set up hand recognition multiple times, but bunq never recognizes my hand a second time. the tips and tricks in the forum, don't work.


On my second phone (Sony experian), it's even impossible to setup hand recognition. Because it won't recognize my hand.


Another Veridium implementation on my phone works perfectly every time.

    Hey Matthijs,


    That's very unfortunate. In addition to the other topics I can also add the tip to set up the handscan on a calm background (like a wall or table) and to scan the hand with a calm background.

    Of course we'll work hard to keep improving on the hand scan 👍


    You can always set up a passphrase while your hand scanning doesn't work well for you, this topic has some nice information on that: https://together.bunq.com/topic/three-step-verification-change-authentication-method


    And for all other readers with the same issue, this is the topics Mathijs and me are referring to 😊

    - https://together.bunq.com/topic/hand-recognition-best-practices

      It works most of the time perfect when I need to scan my hand, but last week I've send out several requests and everyone replied that they could not get it to work, and asked if I could send out a tikkie instead :-((

        a year later

        Hand recognition fails all the time. It's a major issue with bunq, for me.

          3 months later

          It's cute that customer service suggests to switch to the passphrase. Because you have to complete the hand scan successfully in order to activate the passphrase. So far the hand scan has been terrible for me to use (Iphone X so I have a decent camera). My husband however has no issues (same phone). He has seen me trying to make payments and can't think of anything I'm doing different compared to him. It is really starting to get annoying at this point.

            I've noticed that it helps to have an even background behind your hand. At some day I tried to scan my hand with a keyboard in the background and this kept failing. When I moved my hand so it had my table as background it immediately succeeded. So if you have any troubles: please first try to scan with a different background. If that still fails: reset your handscan and make the first scan also with an even background and then try again.

              @Maria-Yellow-Dolphin#39276

              Is it maybe possible to reset the handscan with another verification method, I can't test it as it asks for my password sentence as I have one setup already. I'm just really curious what it asks for while doing this?

              With sufficient lighting but not too overexposed while setting it up it should work almost perfectly. Also with an even background the first time. I'm a little scared to reset it for myself to test now it's working so great so far. 😝

                Hand scan is such a weird function, for me it works absolutely flawless, for my girlfriend, whatever we try, it always fails. This is the only reason she's not Bunq'ing at this moment :(

                  @Remo-Indigo-Lion#39285

                  It must have something to do with the initial setup image it tries to compare to. Try resetting this with tips listed above, should work. Sometimes it helps keeping the hand a little further away then expected during setup. If you haven't of course. 🙂

                    @Tim#39287 Trust me, we've tried that for at least 10 times. The initial setup always works, confirms the hand, but after that, I just won't validate the scan. Even against white/black/blue/green/whatever backgrounds, we've tried everything.

                      @Remo-Indigo-Lion#39288 I understand the frustration, my GF also had the same problem. After resetting about 3 times it worked flawlessly, it doesnt seem to like feminine hands somehow. 😂

                        It looks like you have a poor camera or flashlight. Most older (budget) phones and older iPhones have this problem.

                        A solution is to cover the flashlight for +/- 50÷ so there is no overlightning.

                        Hopefully this works for you.

                          a month later

                          @Polderdijk#39325 We both have an iPhone X, so that can’t be the problem. Also tested with the ‘old’ iPhone 7, same issue. Fact is that it’s just sooo annoying to recommend bunq to someone and then find out that the app won’t let you access your money because of a glitchy hand recognition function 😉

                            @Remo-Indigo-Lion#44002 And if you take the photo, do you see a clear image with your fingerprints as well? No blurry or overlightning effects?

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