First Direct 1st Account - App sign up camera issue

AltruisticPie1544

I was looking to sign up for the 1st Account for the cashback, and it seems the only way to register is via the app. Ok, fine. So I installed the app on my S20 FE, filled out the required details, scanned my passport and then it came time to capture my image.

This is where I start having problems. I position my face in the circle and click the button to capture. It tells me to nod my head and I do it. Then after a few seconds it gives a message "no movement detected" and I can't proceed any further. I tried again several times, even exaggerating the head movement, going both fast and slow. Same issue every time.

I don't have any other phones to try. Well, only an old samsung but it doesn't allow me to install the app.

Has anyone faced this issue and got past it? Or is there another was to sign up?

wmb194

AltruisticPie1544 said:

I was looking to sign up for the 1st Account for the cashback, and it seems the only way to register is via the app. Ok, fine. So I installed the app on my S20 FE, filled out the required details, scanned my passport and then it came time to capture my image.

This is where I start having problems. I position my face in the circle and click the button to capture. It tells me to nod my head and I do it. Then after a few seconds it gives a message "no movement detected" and I can't proceed any further. I tried again several times, even exaggerating the head movement, going both fast and slow. Same issue every time.

I don't have any other phones to try. Well, only an old samsung but it doesn't allow me to install the app.

Has anyone faced this issue and got past it? Or is there another was to sign up?

Could it be a lighting issue?

Do you have a tablet? Phone apps will work on those as well.

HillStreetBlues

Are you keeping the phone still?

AltruisticPie1544

Yes, I'm confident that I'm doing everything correctly. Good lighting and holding the phone still. Looking at the First Direct app reviews on Google Play store and filtering by my phone model I have noticed that multiple other people with this phone are complaining about exactly the same issue, so I think it's just a poorly coded app. A bit of a shame really but I'll move on.

ProcessMatters

You’re probably right. First Direct use a third-party biometric check and it’s very sensitive to certain Samsung models — there are quite a few reports of exactly this “no movement detected” loop. If reviews for your specific phone show the same thing, it’s almost certainly the app rather than anything you’re doing wrong.

In practice the only ways round it tend to be using a different device (even temporarily, e.g. a friend’s phone) or asking First Direct to do the ID check another way. If neither is an option, moving on is sensible — the cashback isn’t worth weeks of back and forth with app support.