Troubleshooting General Registration Problems for DEGIRO

We’ve outlined several steps that might help resolve the issue. After each solution, please try to continue with the registration process, as the solution may differ based on your device.

Solution 1: Check app and document quality

1. Make sure the DEGIRO app is updated
If the app isn’t up to date, please update it and restart your device.

2. Ensure your documents are legible
Make sure your ID is clear and easy to read. Use good lighting and hold the document at the correct angle when scanning.

3. Try again
After checking the above, attempt to continue with the registration process.

Solution 2: Reset your smartphone camera settings

If you're having trouble with scanning the ID, resetting the camera settings may help.

For Android:

1. Go to Settings on your smartphone.
2. Tap Apps / System Apps.
3. Select Camera.
4. In the camera settings menu, scroll down and tap Restore Default Settings / Reset Factory Settings.
5. When prompted, confirm by selecting OK. The camera will be reset to its factory settings.

For iPhone:

1. Go to Settings on your iPhone.
2. Tap General and then select Reset.
3. Tap Reset All Settings. (Note: This will reset all settings to default, but will not delete data.)
4. Wait for your iPhone to restart.
5. Check the camera app and try scanning again.

Once your camera settings are reset, try scanning the ID in the DEGIRO app again, ensuring you have good lighting and the correct angle.

Solution 3: Reinstall the DEGIRO app

If the app is still not working after trying the previous solutions, try reinstalling it:

1. Uninstall the DEGIRO app from your device.
2. Reinstall the app from an official source (App Store for iOS or Play Store for Android).
3. Grant all permissions requested by the DEGIRO app during the installation process.
4. Try the registration process again.

Solution 4: Update Android System WebView

The Android System WebView may need to be updated for proper functionality:

1. Open the Google Play Store on your device.
2. Search for Android System WebView.
3. Find Android System WebView by Google, Inc. and tap Update.
4. Restart your phone and try scanning your ID again.

Solution 5: Manage Android System WebView updates

If the WebView update didn’t work, you can try reverting the WebView updates:

1. Go to Settings on your device.
2. Tap Apps and then select Manage Apps.
3. Tap the 3-dot icon in the top right corner and select Show All Apps.
4. Find Android System WebView and tap the 'i' icon for details.
5. In some cases, apps do not update properly. Tap Uninstall Updates and confirm.
6. Restart your phone.
7. If possible, update Google Chrome in the Play Store, as it may help resolve the issue.

Solution 6: Try a different device

If none of the above solutions work, the issue may be related to your specific device. Try scanning your ID with a different smartphone or tablet to see if it resolves the problem.

Note: If you finish the registration on another device, you can still use your own device to use your account later on.

What should I do if I encounter issues during the selfie or geolocation step?

If you are unable to proceed with the registration when taking a selfie or enabling geolocation, it might be due to mismatched language and regional settings. Here's what to do:

• Language and region mismatch:
  If your smartphone/tablet is set to English US (or another language) while the regional format is set to Portugal (or another country), the registration might not work. To resolve this, change your device's language and/or region settings to ensure they match.

This usually solves most of the issues, but if it doesn't, try the following steps.

Solution 1: Adjust camera settings before taking the selfie

1. Open your camera app.
2. Tap the three horizontal lines in the top-right corner and select Settings.
3. Scroll down and enable the 'Save Location Information' option.
4. Allow the camera app to access your device’s location services.
5. Try taking the selfie again in the DEGIRO app.

Solution 2: Try a different device

If the selfie or geolocation continues to fail, it could be a compatibility issue with your device. Please try to continue the registration process on a different smartphone or tablet.

Note: If you finish the registration on another device, you can still use your own device to use your account later on.

If you're encountering problems at any step during registration, please follow these general steps:

1. Check if the DEGIRO app is updated
   Ensure that you are using the latest version of the app. If it's outdated, update the app.

1. Restart your device
   After updating the app, restart your smartphone/tablet to refresh the system.

1. Try to proceed with the registration again

If the issue persists, you can try the following:

1. Reinstall the DEGIRO app
   Uninstall the DEGIRO app, then reinstall it from an official source (App Store or Google Play). Be sure to accept all permissions requested by the app.

1. Try using another device
   If reinstalling the app doesn’t help, try using a different smartphone or tablet to complete the registration.

Note: If you finish the registration on another device, you can still use your own device to use your account later on.

If the issue continues after following the above steps, please provide the following details to our Service Desk for further investigation:

• Version, model and operating system of your smartphone/tablet
• Version of the DEGIRO app
• The specific step where you are stuck (please send a screenshot or video if possible to demonstrate the problem)

Once we receive your confirmation of these details, we will forward the information to the responsible department and get back to you as soon as we have more information.