If the app fails revert back to traditional way

I tried to do a payment to an oversees bank account (my son) and went to a branch with the facility to do so At the branch I was told to use my Banking App ( overseas payment ) as it is much quicker and easier. I then tried to do the payment to an account in the UK. I tried with great expectations but with no success .a Question keep popping up Does your branch have proof of your adress not older than 3 months Does your Bank have a copy of your ID

I could not progress beyond this point and gave up This morning I went to the same Bank to Forrex counter and the Consultant assisted me to do the payment in the traditional way ( filling in forms etc) The process took about 35 min and was successful Kudo's for the consultant who helped me achieve my goal