Capitec app login issue

Capitec app login issue

About 3 weeks ago Capitec made a change to their online (ie laptop) login procedure where they required the user to take a selfie on the cellphone app before proceeding to the QR code scan required for online login.

The Capitec app takes my selfie but consistently rejects the selfie, making it impossible to login. When complaining to the Capitec helpline, I was told this could only be fixed at a branch. I drove 20km to the Whale Coast Mall in Herm**** on 23/3/24, where, after innumerable fingerprint scans I was assured the problem had been fixed.

When I got home and tried to login I still had the same problem of the selfie being rejected. On Monday morning 25/3/24 I travelled to the Fashion Square branch of Capitec. After speaking to the IT department I was informed that the selfie system was not compatible with my version of Android (SP12) on my phone. However, I could bypass the selfie verification using a token or ****le, which I acquired from the branch. I could now login to Capitec online and download my statements.

But now the cellphone app required required me to take a selfie before signing me in, which, of course, still does not work.

After a long call to Capitec helpline I was told that I could either login online or on the app but not both. This is utterly unacceptable. Capitec must fix or remove its poorly thought-through verification procedure immediately.