Why isn't my video verification working?

• Video verification consists of a live video call with an agent. Please consider that you might have to wait for the agent to join the call.
• Your expected waiting time is about 2 minutes. If you're waiting for more than 10 minutes, please consider beginning the identification process again.
• The identifications are carried out in five languages: English, German, French, Italian, and Spanish.
• When asked, please allow to access your microphone and camera settings. This is done to make sure the agent can see and hear you clearly, and vice versa, during ‌video identification.

Tips for a successful video verification:

• Please make sure you hold one of the supported documents and that your document is not expired.
• We can only accept original documents, not photocopies, scans or screenshots. In some cases, the identification needs a second document. Make sure you have both your residence permit and your passport with you.
• Most video calls fail due to poor internet connection or bad picture quality (for example, too blurry or due to low lighting). Please complete the call in a bright environment, use a phone with a good camera, and make sure you have a fast internet connection.
• Please make sure you're alone during the video identification
• Please make sure there's no background noise preventing you from hearing the agent, during the call.
• If you got disconnected during the call or your verification attempt was unsuccessful, you can start over again.
• If your verification is pending, please wait for the notification from N26. We'll inform you once the verification is completed.
• If you have been asked to provide additional documents after the call is completed, you can find further clarification on this page (new tab).