Barclays app: "Video capture didn't work. Please try again.'

kuepper

I've tried about a dozen times to submit the video re identity but every time I get that message. is there no way round it? I've restarted phone, reinstalled app etc but it's made no difference. I asked for help on their X page and got nowhere. You' d have thought you'd be given an alternative way to verify identity

Nasqueron

Probably have to go to branch assuming the app has the appropriate permissions and the phone is up to date and on a supported OS 

kuepper

Nasqueron said:

Probably have to go to branch assuming the app has the appropriate permissions and the phone is up to date and on a supported OS 

It doesn't give the option of going to branch anywhere it's all app only....branch is a 3 hour return journey anyway but i'd consider it in order to get the switch money if it said you could do that as an alternative

DullGreyGuy

kuepper said:

I've tried about a dozen times to submit the video re identity but every time I get that message. is there no way round it? I've restarted phone, reinstalled app etc but it's made no difference. I asked for help on their X page and got nowhere. You' d have thought you'd be given an alternative way to verify identity

What phone are you using? What version of OS?
Have you given the app the right permissions in terms of accessing the video, mic, storage etc?

kuepper

DullGreyGuy said:

kuepper said:

I've tried about a dozen times to submit the video re identity but every time I get that message. is there no way round it? I've restarted phone, reinstalled app etc but it's made no difference. I asked for help on their X page and got nowhere. You' d have thought you'd be given an alternative way to verify identity

What phone are you using? What version of OS?
Have you given the app the right permissions in terms of accessing the video, mic, storage etc?

Samsung A32 using Android 13, and yes I agreed to everything en route to the video

kuepper

kuepper said:

Nasqueron said:

Probably have to go to branch assuming the app has the appropriate permissions and the phone is up to date and on a supported OS 

It doesn't give the option of going to branch anywhere it's all app only....branch is a 3 hour return journey anyway but i'd consider it in order to get the switch money if it said you could do that as an alternative

Of course I could go to a branch if I just wanted their current account but I'm only applying for it because of the £175 switch offer and the offer t&c says

You will not be eligible for this offer if:

• You did not use the Barclays App to open your Current Account and initiate your Current Account Switch

wmb194

Do you have another device to try it with? An iPad should work as well.

kuepper

wmb194 said:

Do you have another device to try it with? An iPad should work as well.

No other device

elsien

Have you tried phoning them? I know you need to use the app, but they may be able to tell you other ways to verify ID that wouldn’t nullify the offer.

boingy

Earlier this year I got stuck in an endless loop trying to verify ID as part of opening a Barclays account. I did the verify stuff then got a text message a few minutes later that said verification had failed. The app had no option to go back and select different ID or any means to ask for help. The only option was to do the same verification again with the same result.

Uninstalling and reinstalling took me to the same place. All support is locked behind a login, which I did not have. Emailing the CEO got me in touch with someone technical but he was also unable to figure it out. In the end I made an account application from scratch on their website and that was fine. Of course, that option is not available for anyone who wants to qualify for the switching offer.

This time around the application went through fine on the same iPad that had problems previously. I think their software might just be a bit rubbish.

kuepper

elsien said:

Have you tried phoning them? I know you need to use the app, but they may be able to tell you other ways to verify ID that wouldn’t nullify the offer.

I have and I have a reference for them logging the problem. They'll contact me if they find a solution but unless it gets sorted soon the deadline will pass and there are already other hurdles to overcome in the app - ie joining Blue Rewards and starting the switch - which also have glitches judging by other threads on here.