Welcome to Woohoo Pay

Verifying Identity

Why isn’t my video verification working?

Tips for a successful video verification:

  • 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 that you are the only person in the video.
  • You need to live in one of our supported countries to open an account with us.
  • We can only accept national IDs and passports (driver’s licenses or residence permits can’t be used). Also, the document shouldn’t be damaged.

Once your verification is complete, you’ll need to reach a minimum account balance in order to trigger the production and delivery of your card. 

Please note that this is not a fee: your first card after opening your account or upgrading to a premium membership is free of charge!

As soon as your account balance reaches the minimum requirement, your Woohoo pay card will be automatically produced and shipped. Deliveries take up to 15 days.

Chat is available everyday from 07:00-23:00 including Sundays and bank holidays.

How to prove my identity?

As a licensed bank, it’s important that we know who our customers are. That’s why we request our customers to prove their identity with a supported ID document when they open an account or use certain products.

We would never ask you to prove your identity on behalf of other individuals or companies. We’ve gathered other tips to help you protect your identity.

There are two different ways you can show us your ID, and we’ve also collected some troubleshooting tips for each: photo and video. The method you can choose to show us your ID depends on your nationality, your country of residence, and the type of ID you use:

  • I live in Germany
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  • I live in Spain
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  • I live in Italy
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  • I live in a different country
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As a fully-licensed and regulated bank, Woohoo Pay must adhere to strict industry standards and guidelines when it comes to the verification of all potential customers. These vary by nationality, which is why we are only able to conduct the important step of identity verification with specific types of identity documentation for specific nationalities. 

If your identity documents are not currently supported, it means we won’t be able to offer you an account with us at this time. That said, we’re always adding new documents to this list, so it’s worth checking back to see if yours has been added.

In case your residential address is in Germany and you’re unable to complete your photo or video verification due to a disability, please start the registration process by entering your details and then contact our Customer Support. We’re happy to assist you.

Chat is available everyday from 07:00-23:00 including Sundays and bank holidays. 

Why isn’t my photo verification working?

ℹ️ Applies to all regions except Germany

First, geolocation must be enabled. Then review the guide

(new tab) we’ve created to help you take the best pictures.

Most photo verifications fail due to bad picture quality.

  • Complete the process in a bright environment and use a phone with a good camera.
  • If you’re using an Android, ensure a proper auto focus.
  • Enable or disable your flash according to the surrounding light (only with Android)
  • Take your selfie with your id document at eye level (the camera and your document should be at the same height as your eyes).
  • Make sure you’re the only person in the photo.

Check your document.

  • We only accept photos of your original ID (photocopies or screenshots are not permitted).
  • Keep your document on a flat surface and make sure your document is fully visible and the information on it is readable.
  • We only accept national IDs and passports.
  • Make sure your document isn’t damaged in any way.

If you take a picture of your ID and a selfie and the first attempt doesn’t go through, you can just start over again.

As soon as your verification is complete, we’ll send you your N26 Mastercard. Deliveries take up to 10 days.

Chat is available Monday to Sunday from 07:00-23:00.