Why Can't I Verify My Identity?

Completing your identity verification (KYC) is a standard regulatory requirement to keep your myTU account and funds secure. If your verification keeps failing, gets stuck in a loop, or shows an upload error, don't worry — your money and account data remain 100% safe.

In most cases, verification issues are caused by app caching glitches, unsupported document types, or photo quality factors (like glare or blur).

Follow this guide to identify the cause and complete your verification in a few simple steps.

1. Quick Fix: Clean App Reinstallation

If you encounter an unexpected error, black screen, or upload loop during verification, resetting the app connection almost always resolves the issue.

Step-by-Step Recovery:

1. Update Your Device: Ensure your smartphone is running the latest system software (iOS or Android).
2. Delete the myTU App: Completely remove/uninstall the myTU app from your phone.
3. Reinstall: Download a fresh copy of myTU from the [Apple App Store] or [Google Play Store].
4. Restart Identification: Open the app, select "Start Identification", and follow the prompts to re-upload your document and take a selfie.

2. Document Eligibility Checklist

Make sure you are using an officially accepted identity document. Not all government IDs are supported by automated financial verification systems.

Important

Non-EU Citizens: You must provide a valid Residence Permit issued by an EU/EEA country alongside your passport if requested during onboarding.

3. Photo & Scan Quality Guidelines

Our automated system scans your document in real-time. If the image is slightly obscured, blurry, or washed out by flash, the verification will automatically fail.

Tips for a Successful Scan:

• 📐 Show All 4 Corners: Keep the document fully inside the camera frame — no cropped edges or fingers covering text/MRZ codes.
• ☀️ Use Natural Lighting: Take the photo in a bright room with daylight. Avoid overhead lamps or direct sunlight that cause dark shadows.
• 📸 No Flash or Reflection: Flash light creates white glare over critical details like your birth date, document number, or photo face zone. Turn off camera flash.
• 🪪 Physical Document Only: Scans must be taken from the original physical document. Photos taken from computer monitors, phone screens, or paper copies will be rejected instantly.
• 🔍 Focus & Sharpness: Ensure all text (especially the 2 or 3 lines of numbers at the bottom of passports/ID cards) is crisp and legible.

4. Selfie & Liveness Verification Tips

When taking your selfie in the app:

• Position your face within the oval guidelines on the screen.
• Remove sunglasses, hats, face masks, or heavy accessories.
• Sit against a plain, neutral background with light shining directly on your face (not behind you).

🔒 Security Notice

Warning

Never send photos or copies of your identity documents via email to our support team or social media messaging.
Email is an unencrypted, unsecure channel for sensitive Personal Identifiable Information (PII). All identity documents must be submitted exclusively through the encrypted myTU app. 

We will requested for your document via official channels only in specific cases!

Still Having Issues?

If you have completed a clean reinstallation and confirmed your document meets all requirements above, but verification still fails:

1. Check Document Expiry: Confirm your document has not expired.
2. Contact Support: Reach out to us at support@mytu.co.
3. Provide Details: Let us know what device/OS version you are using and the exact step where the issue occurs (without attaching document photos). Our support team will review your session logs and assist you promptly.