How can we help you?

What can I do if I'm having trouble with my registration?

First of all, we are sorry to hear that you are experiencing problems during your registration.
There's a couple of things you can do that may solve the issues

Accordion
  • Turn your phone off and on again.
  • Reopen the DEGIRO app. If the issue is still present, reinstall it. 
  • Make sure that your phone and the DEGIRO app are updated to the latest version.
  • Check that location permissions are enabled for both your phone and the DEGIRO app.
  • It may help to have your phone settings in the same language as the DEGIRO app
  • Make sure the lighting is good enough in the scans of your ID and selfie (not underexposed or overexposed and no visible light reflections).
  • Ensure that your passport is fully visible during the scan, all contours of the document must be visible. It is not possible to cover parts of the document.
  • Check carefully that the document number of your passport or ID card has been copied correctly. 
  • Make sure the background is even while taking your selfie.
  • You must hold your device while taking the selfie, and there should be nobody else in the background.
  • Nudity in the selfie will most likely lead to the rejection of the selfie.
  • Using your driver's license when registering, make sure you use an ID card or passport.
  • Using a VPN connection.

 

If these tips do not help, you can try completing your registration on another device, such as a friend or family member's device. Once the entire registration process is complete, you will be able to log in with your username and password using your own device.

If you are stuck on a specific step, please send a screenshot or screen recording of your issue to our Service Desk if you need any further assistance with your registration. This way we will be able to process your request even quicker.

Please note that personal details should not be disclosed in the screenshots / screen recordings.​​​​​​​

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