ID Verification gets stuck when I press on the "Take Photo" button


(Mircea-Andrei Barbu) #1

I have arrived to be the 0th in queue today and I proceeded with my details. All went good until the identification verification page. Whenever I try to photograph my ID, or Driving License, or Passport, the app sort of freezes, and I get a loading type circling symbol on my screen, whilst the camera is still working, not taking any photo. I have a Motorola G4.


(Rika Raybould) #2

Are you able to get in touch with support from any of the screens you’re at in the app?

This is something we should be able to fix for you. It sounds like we need to change a few things on our side to allow the camera in your device to work. :slightly_smiling_face:


(Mircea-Andrei Barbu) #3

I can’t access support from my view, it’s been stuck at the ID verification page. Whenever I open the app, that’s where it loads.


(Hugh) #4

Email help@monzo.com and they’ll be able to take a look :slight_smile: