Face verification is an additional security step used to help confirm that you are the authorized owner of your BingoPlus account. If face verification fails, there may be an issue with your facial image, eKYC information, device, camera, or verification environment.
This BingoPlus user help article explains the most common reasons for face verification failures when using the platform and corresponding solutions.
Common Reasons for Face Verification Failure
1. Your Face Does Not Match Your eKYC Record
Face verification compares your current live selfie with the facial image submitted during your eKYC process. Significant differences in appearance may cause verification to fail. For example, recent changes to your hairstyle, beard, or facial expressions can sometimes affect the verification result.
Recommended action:
- Try to look similar to the way you appeared in your original eKYC photo.
- Use a similar hairstyle and remove anything that changes the appearance of your face.
- Keep a calm, neutral expression.
- Look directly at the camera and keep your face centered.
- If possible, use similar lighting and a similar shooting angle.
2. Poor Lighting or Face Visibility
Face recognition requires a clear view of your facial features. Low light, backlighting, harsh shadows, and reflections can make the camera image difficult to process.
Recommended action:
- Move to a bright location with balanced lighting.
- Face a window or a soft light source rather than standing with your back to it.
- Avoid strong light directly behind you.
- Check that your face is neither too dark nor overexposed.
- Make sure all parts of your face are visible on the screen.
3. Accessories or Other Obstructions
Masks, hats, sunglasses, glasses, and hair covering the eyes or facial outline may prevent the system from identifying you accurately.
Recommended action:
- Remove your mask, hat, and sunglasses before starting.
- If possible, remove ordinary glasses as well.
- Move hair away from your eyes, eyebrows, and cheeks.
- Keep your forehead, eyes, nose, mouth, and chin visible.
- Disable beauty mode, filters, and other camera effects.
4. Camera or Technical Problems
A blurry camera image, poor autofocus, insufficient camera access, or an app-related issue may prevent the verification system from properly capturing your face.
Recommended action:
- Clean the front camera lens.
- Hold the phone still and wait for the image to become clear.
- Check that the app has permission to use the camera.
- Reopen the BingoPlus app or update it to the latest version.
- Switch between Wi-Fi and mobile data if the connection is unstable.
- Try another compatible device if the issue continues.
5. Your eKYC Is Incomplete or Not Yet Approved
If your eKYC process is not yet complete or approved, you may not be able to perform facial verification.
What to do:
Go to Account → KYC Setting and check your eKYC status. If your eKYC is incomplete or requires additional information, complete or resubmit the required information before trying face verification again.
If you have not completed your eKYC yet, you need to complete the KYC process before proceeding with face verification. Please follow the BingoPlus KYC Guide for step-by-step instructions on how to complete your KYC verification.
Step-by-Step: How to Fix Face Verification Fail
Take a New Verification Photo
Use the front-facing camera in a well-lit room. Keep the phone at eye level, place your face inside the guide on the screen, and follow each instruction carefully. Avoid moving until the capture is complete.
Recreate Your Original eKYC Conditions
A similar hairstyle, neutral expression, camera angle, and lighting setup can help reduce differences between your live scan and your eKYC record. Do not exaggerate your facial expression or make unnecessary movements.
Try the Mobile Website Instead
If the app displays “Face Check Error,” try completing the process through the BingoPlus mobile website, also known as the H5 version, using a mobile browser.
To retry through H5:
- Open the official BingoPlus mobile website in your phone’s browser.
- Log in to your BingoPlus account.
- Open the face verification page.
- Allow camera access when prompted.
- Follow the instructions until the process is finished.
Using H5 may help when the issue is related to the app, iOS version, camera permission, or device compatibility.
Still Unable to Verify?
Contact BingoPlus Customer Support through Live Chat if the problem remains after you have tried the steps above. Include the following information so the support team can investigate more efficiently:
- The exact error message, such as “Face Check Error.”
- A screenshot of the failed verification page.
- Your phone model and operating system version.
- Whether you used the app or a mobile browser.
For your protection, never send your password, one-time verification code, full bank account information, or complete payment card details through chat. If additional identity checks are required, complete them only through official BingoPlus channels.
Why Is Face Verification Required?
Face verification provides an additional layer of account and transaction security. It can help:
- Prevent unauthorized access: Helps confirm that the person completing verification is the authorized account holder.
- Protect account funds: Adds an additional identity check for certain account or transaction activities.
- Support regulatory requirements: Identity verification processes may form part of applicable compliance and customer verification requirements.