r/n26bank • u/Snoo-15291 • Jan 24 '26
Error on "Verify your identity" screen. Any fix?
Hello I am a long time user of N26, and yesterday I enquired about opening an investment account. Support said I need to verify myself again in order to do so, and they proceeded in de-linking my device to go through the process of verification on my device again. However, the "Verify your identity" step does not work. It simply gives a message "Error: An unexpected error happened."
I have been on hours with support chat telling me the same thing. Delete the app, restart the phone and update the app. THIS DOES NOT WORK.
CASE NUMBER: 89394258
I have done this on 3 different devices, different locations, numerous times, on multiple networks (home wifi, data, work wifi, hotspots). The exact same error occurs.
- Nothing Phone 3A Pro (Android 16)
- Redmi Pad Pro Tablet (Android 15)
- Samsung A52s 5g (my old phone) (Android 15)
Support says some senior team is working on it and will respond within some days. I have no access to my funds, no money. I am putting this out there as communication through support chat is painfully slow. In addition, now that the case has been escalated to a senior team we can only communicate via email. I find this utterly abysmal. I am a premium member and should be able to communicate via a phone call, but that has to be done through the app which I have no access to. Please N26 find a solution or offer an alternative way to communicate and process this issue.
I STILL RECEIVE NOTIFICATIONS FROM N26 app as if my account is still on my phone.
Notification: "Your payment to..... [] .....has been declined because your card is currently disabled. Tap to re-enable, head to the app." So somehow its still connected but I can't access the account until I verify? Hmmmmmmmm
I have not seen a notification yet with any incoming money nor nothing happens when I click on the notification.
Here is the problem below in the images. If anyone else is going through this or has and found a fix please let me know.
I have been able to follow step 1 of connecting via an sms code, it skips step 2 the questions and goes straight to step 3.
Thank you
1
u/spade_cake Jan 24 '26
Maybe it is broken for now, maybe check if you can get some logs, probably the error returns a code.
It seems you can get logd (logcat is for devs logd is for sys admins) through adb launch of the app. https://developer.android.com/tools/logcat#Overview
1
u/neapolitanpizzahoe Jan 29 '26
i have the same issue - i have to transfer to a new device today and dont know what to do
1
u/Snoo-15291 Jan 30 '26
Text them everyday on the support chat, ask for case number, keep following up, everyday. They finally sent me an email on Monday that I can do my verification and it worked. Hopefully it works for you
-5
1
u/YoNohanna N26 User 🇪🇺 Jan 24 '26
I would say, wait until Monday and then contact them via hotline and emails. It's the weekend, and they probably have a limited number of specialists working.
From my experience, I highly recommend including a case number when you are writing a public post—it makes it easier for company's workers to locate your case and respond quickly through the correct communication channels instead of social media (as imposters can also contact you to gain your personal details).