Customer identification and digital verification

Identifying you screen asking the customer to confirm their ID.

Screen to ask customers they'll need to take a selfie to confirm their identity.

Screen for proof of identity asking a customer to let Santander access their camera phone

Screen for scanning the front of the passport

Screen for proof of identity and asking customers to give Santander access to the NFC feature on their phone

Screen for NFC scan from the customer's phone and the ID

Screen for proof of identity and letting customers know they'll have to scan their face on their phone

Screen telling customer we've been unable to confirm their identity, and giving the option to try again now, or continue and try again later.

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Customer identification – Digital Document Verification

Sometimes in the app you'll be asked to confirm your identity using your passport or another form of photo ID. You can tap ‘Yes, continue’ to do this. If you’re unable to do this, you can tap ‘No, not right now’ and we’ll ask you to do this another time.

If you choose not to use your ID now, we’ll remind you about this later. You can tap ‘Confirm my identity’ to do an ID check, or ‘Remind me later’ to authenticate you in a different way.

Sometimes we’ll authenticate you by email. We’ll tell you in the app if we’ve sent you an email. If it doesn't arrive within a few minutes, here's what to do:

Wait 5 minutes and refresh your email
Check your spam folder
Try re-sending the email from the app

We may ask you for your consent to use your biometric data.

You’ll need a photo ID that hasn’t expired, such as a passport or driving licence.

You might be prompted to allow us to access your camera. We'll need this so you can take a picture of your ID with your mobile device.

To take a clear photo, follow these steps:

Make sure you’re in a well-lit room
Place the document on a flat surface to take the photo
Remove any clutter in the background
Hold the phone over the document
Avoid using flash as it will cause reflection and glare
Make sure the document fits within the outline on the screen.

You’ll be prompted to allow us to access the NFC reader in your mobile device if you're using a passport.

This allows us to read the data chip in your ID.

Next, you’ll be guided on how to scan your ID document or passport.

You’ll now be asked to take a selfie using your mobile device. When you see the circle on the screen, you'll need to position your head to fit inside of it.

To take a picture of yourself, make sure:

you’re in a well-lit room
your face fits into the frame on the screen
your camera’s in focus, so your face is clear on the screen.

In your photo you must:

be facing the camera
have your eyes visible and open
not have anything covering your face, including hair
have a neutral expression.

If everything’s OK, you’ll continue to the next part of your journey.

If there’s an issue, we’ll tell you in the app and you can try again.

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