The face match does not work.

Glasses: If you wear glasses during the selfie recording, the machine may not recognise your biometric features (eye distance, eyebrows, nose). Please try again without glasses.

Wrong angle: Keep the mobile device at eye level while recording the selfie video. If it is held too high or too low, the recorded footage will be distorted.

Light: For a successful facial recognition, it is necessary that your face is evenly illuminated. Tip: Choose a place with daylight for the recording.

Correct

Face is half lit

The data transfer at the end of the identification takes a long time.

There can be several reasons why the data transfer is not completed at the end of the identification process:

- The identification process has expired. In this case, Please start a new identification.
- The data could not be transferred. Please start a new identification.
- If our partner company uses its own app, there may be problems returning from the Nect Wallet to our partner company's app at the end of the identification process. In this case we recommend closing both apps first. Then start a new identification from our partner company's app.

If our tips don’t work for you, please contact our customer service at service@nect.com.

How do I start a new identification process?

Most of our partner companies allow you to start a new identification process at any time by re-opening the link from the email you received from our partner company. This will take you to the online portal or app of our partner company.

If our partner company has an online portal, you will find a button here that will take you to our Jump Page. Here you will find the QR code, that you have to scan again with your mobile device. Afterwards the Nect Wallet will open and you can start a new identification process.

If you start the process from the app of one of our partner companies, a button will take you from here to the Nect Wallet, where the new identification process starts directly.

If the partner company for which you want to identify yourself does not offer the possibility to start a new process or if the start of a new process does not work, please contact the partner company directly.

No new identification can be started. What now?

Usually you can start a new identification at any time by rescanning the QR code or by starting a new one from our partner company's app.

If you encounter problems, we recommend that you uninstall the Nect Wallet and then download it again.

Error message: Device encryption problem.

If your mobile device gives you the error message "Device encryption problem", please try the following: Disable the device lock (PIN/fingerprint/FaceID). Then restart your mobile device and start a new identification process. Once the identification process is completed, you can reactivate the device lock. We are already working on a solution to this problem.

Error message: Time setting.

If you receive an error message regarding the time setting, please first check the settings of your mobile device to ensure that the time is synced with the Internet and that you have selected the correct time zone. If not, please select the correct time zone. If the time is already synced with the Internet, please turn it off for a minute and turn it back on again. Then restart your mobile device and start a new identification process from the online portal or our partner company’s app.

How do I start the identification process?

Please start the identification process in the app or on the page of our partner company. Follow the instructions there. During the process, you will be redirected to the Nect Wallet for identification.

I do not have a suitable device for identification.

You do not have a suitable device for identification? If our partner company provides an online portal, you can use someone else's device to download the Nect Wallet and identify yourself. As identification only needs to be carried out once, the Nect Wallet can be deleted from said device after a successful identification process. Please make sure to write down your Case ID before deleting the Nect Wallet, which you will need for any enquiries regarding your identification. We will explain where you can find your Case ID in the Nect Wallet on the page Case ID. It is still possible to log in to our partner company via their online portal. If our partner company has its own app, we recommend that you carry out the identification exclusively on your own device.

I have started the identification process on my mobile phone. Now I am shown a QR code. How can I scan it?

You do not need a QR code for starting the identification process when using your mobile phone. If you have started the process via the browser of your mobile phone and a QR code is displayed, please switch to the mobile version of the browser. There you should no longer see a QR code. You only need to download the Nect Wallet and open it. The identification will start automatically.

Nect tells me my identification was successful but the partner company states that it was not. What can I do?

In some cases, it could happen that successful identifications wouldn’t be accepted by our partner company. Please make sure that you have returned to the app or website of our partner company after successful identification by clicking the button shown. The identification can only be completed when going back to our partner's app or website.

There are several other reasons why your identification could not be transferred to our partner company:

There are several other reasons why your identification could not be transferred to our partner company:

1. Expired identification document
Your identity will also be checked and confirmed by Nect if your identity document has expired. However, most of our partner companies do not accept expired documents. Please check whether your identification document is still valid and, if necessary, start a new identification process with a different, valid document.

2. Data mismatch
Name, address or other information on your identification document does not match the data you provided to our partner company. Please check which data you have provided and contact our partner company to adjust your data or start a new identification process with a different document.

If none of the above-mentioned problems applies in your case, please contact our partner company directly for further procedure.