Common Reasons for Face Verification Failure
Face verification helps ensure that only you can access your BingoPlus account and funds. If it fails, it’s usually due to one of the following reasons:
1. Mismatch with eKYC Records
Your live selfie doesn’t match the photo submitted during eKYC — this can happen due to changes in hairstyle, facial hair, aging, or expression.
Solution: Try to replicate your original eKYC selfie. Match the hairstyle, facial expression, and lighting conditions as closely as possible.
2. Poor Lighting or Visibility
Dim lighting, backlight, or shadows can make it hard to capture your facial features clearly.
Solution: Face a well-lit area, preferably with natural light. Avoid glare and ensure your entire face is clearly visible.
3. Accessories or Obstructions
Wearing glasses, masks, hats, or having hair cover your face can interfere with verification.
Solution: Remove any accessories and pull your hair away from your face to ensure a clear view.
4. Technical Glitches
Problems like blurry images, poor camera focus, or app glitches can disrupt the process.
Solution: Restart the app, update to the latest version, or try a different device.
5. Incomplete or Unapproved eKYC
Face verification can only proceed once your eKYC is completed and approved.
Solution: Go to Profile → KYC Setting and complete or resubmit your eKYC if needed.
Step-by-Step Fixes
1. Retake in Ideal Conditions
- Use front-facing camera in a bright, evenly lit room.
- Position your face within the on-screen guide.
2. Match Your eKYC Photo
- Wear similar clothing/hairstyle as your original submission.
- Maintain a neutral expression (no smiling/frowning).
3. Check eKYC Status
Make sure your eKYC is approved before trying face verification again.
4. Visit the mobile website
If you receive a “Face Check Error,” we recommend completing the verification process using a mobile browser (H5) instead of the app or iOS version.
5. Contact Support
If the issue persists, reach out to BingoPlus Customer Support via Live Chat. Include a screenshot and any error messages you receive.
Why Strict Face Verification?
- Prevents Fraud: Blocks imposters from accessing your account.
- Compliance: Meets Philippine AMLA and PAGCOR regulations.
- Fund Security: Ensures withdrawals go only to the verified account owner.
Pro Tip: Use the same device and environment for both eKYC and face verification to reduce mismatches.