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Why can't I identify myself?

If authentication fails when adding a card, registering or logging in to the app, check the following:

  • Check that you have the appropriate default browser (iPhone: Safari / Android: Chrome)
  • If your phone has a VPN, turn it off (a VPN is usually a paid additional service that can be included in your phone's separate security service, for example. A VPN hides your IP address, which may prevent detection from working, so you should turn it off for the duration of detection)
  • Make sure you have the latest version of the MobilePay app. If necessary, you can update the app from the app store (iPhone: App Store / Google Play on Android).

Identification may fail if the device settings are restricted or if the device does not have enough resources to run both MobilePay and the identification service simultaneously. In this case, we recommend the following:

  • Close all other apps before using MobilePay or the identification service.
  • Turn off power saving mode and any other possible efficiency modes.
  • Check if there are any restrictions in your phone’s settings for using MobilePay and change them if necessary.
  • Keep your phone connected to the charger during identification.
  • If possible, confirm your identification on a different device so that the MobilePay app can remain open continuously.

Additionally, check the following settings:

If you have an iPhone

Check your browser settings:

  • Safari > Hide IP Address > Set to Off
  • Safari > Scroll Down: Advanced Options > Block All Cookies > Set to Off (Gray)
  • Safari > Advanced options > JavaScript turned on
  • Check Automatic Time: Settings > General > "Date & Time" > Set to Automatic

If you have Android

Check your browser settings:

  • Chrome app > Ellipsis > Settings > Privacy & Security > Third-party cookies > Select "Third-party cookies allowed"
  • Chrome app > Three dots > Settings > Privacy & Security > Safe Browsing > Select "Basic Security"
  • Chrome app > Ellipsis > Settings > Site Settings > JavaScript > Turn on
  • Chrome app > Three dots > Settings > Site settings > Pop-ups and redirects > Turn on
  • Check Automatic Time: Settings > General Control > Date & Time > Set On
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