Trading 212 problem

jennifernil

My OH is trying to open an easy access ISA with Trading 212,  but when he gets to the point where your ID has to be verified, he gets a message saying “unable to retrieve or access required user permissions”.   What does this mean and what should he do now?

For information, in case it makes a difference, OH is Norwegian, but has lived here since 1970 and is tax resident in UK.  He has had an ISA before.
On declaring his nationality he was asked to enter his ID number, which he took to mean the number that all Norwegians are assigned at birth, and then his UK national insurance number.  He has done that and he has checked that he  got them correct.

There seems to be no help available on the Trading 212 website.

wmb194

jennifernil said:

My OH is trying to open an easy access ISA with Trading 212,  but when he gets to the point where your ID has to be verified, he gets a message saying “unable to retrieve or access required user permissions”.   What does this mean and what should he do now?

For information, in case it makes a difference, OH is Norwegian, but has lived here since 1970 and is tax resident in UK.  He has had an ISA before.
On declaring his nationality he was asked to enter his ID number, which he took to mean the number that all Norwegians are assigned at birth, and then his UK national insurance number.  He has done that and he has checked that he  got them correct.

There seems to be no help available on the Trading 212 website.

That sounds more like a device/app error. Can you try with another phone or tablet?

masonic

Needs permission to access the device camera?

rentaquote

I've been unable to log in for a couple of weeks because the facial recognition scan on the app doesn't work.  I've tried it on two phones and a laptop, but just get the same message saying "Sorry. we have to restart the recording".  The Trading212 help team are telling me to "be patient".

I have a number of accounts with different providers and this is the only one to require facial recognition as the only way to log in. 

jennifernil

I think it must be device related, he was trying to use his laptop. Don’t ask me why!     I have now  suggested he tries to use an I  pad, see how that goes

jennifernil

Well, that went slightly better but he had to use his passport as it would not photograph his UK driving licence.   His documents are now being reviewed, presume he just has to wait for a response?

wmb194

rentaquote said:

I've been unable to log in for a couple of weeks because the facial recognition scan on the app doesn't work.  I've tried it on two phones and a laptop, but just get the same message saying "Sorry. we have to restart the recording".  The Trading212 help team are telling me to "be patient".

I have a number of accounts with different providers and this is the only one to require facial recognition as the only way to log in. 

For me, FaceID's working fine on my iPad and iPhones but you should be able to login via a web browser, that doesn't require FaceID. Or are you referring to needing to scan a document?

Pistoli

rentaquote said:

I've been unable to log in for a couple of weeks because the facial recognition scan on the app doesn't work.  I've tried it on two phones and a laptop, but just get the same message saying "Sorry. we have to restart the recording".  The Trading212 help team are telling me to "be patient".

I have a number of accounts with different providers and this is the only one to require facial recognition as the only way to log in. 

I'm having the same problem, and this is with setting up the account, I've tried 30-40 times with the facial recognition both with uploads of my D/license and Passport, but keep getting that same message. No help on the site with this issue, so I've given up!