How to complete video verification in the app?

Team Kroo
Team Kroo
  • Updated

Why am I asked to take a selfie video?

The video helps verify your identity to ensure that only you can access your account, adding an extra layer of security when logging into a new device or resetting your password.

How do I complete video verification?

Ensure you are in a well-lit room and follow the in-app prompts to record a brief video of yourself as instructed.

Do I need to repeat video verification every time I log in?

No, you will only need to complete this verification process when logging in from a new or unrecognised device, or when resetting your password.

What if I need assistance during the verification process?

You can contact customer support by calling 08008021323 (or +441270448008 if you’re calling outside of the UK) Monday to Friday, from 9am to 5:30pm. You can also reach our team at any time by emailing help@kroo.com, and we’ll get back to you within 2 working days.

Can I skip or opt out of video verification?

No, the video verification is an important security measure to protect your account and is required for logging in from new devices or when resetting your password.

What happens after I submit my selfie video for review?

After submission, your video undergoes a quick review to verify your identity. Once the review is complete, you will receive an in-app prompt, welcoming you back into your account, if successful, or providing you guidance on additional next steps if we were unable to confirm your identity.

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