The Yoti account creation is a simple process that should typically take around 5 minutes to complete.
However if you try adding an email or photo and you’re told these are “already in use”, our customer support team will need to assist you in creating your account. This might be happening if you used to have an account and haven’t used a recovery key to restore it.
In this case, the system will recognise that email address and/or photo linked to the previous account and will block it. In order for you to unblock that account and continue with the process, you’ll need to contact our customer support team and join a quick video call so they can assist you. The app itself will prompt you with a template email you can send to them directly and they will already know what to do.
You’ll be provided with a link to the video call and when you join, the customer support team member will show you their Yoti employee badge. This video call should take less than five minutes.
The app may also tell you that your phone number or document are already in use, but this can be resolved within the app:
- Your mobile number is already in use: This will be automatically unblocked after 24 hours
- Your document is already in use: You can unblock it from the app itself. If you see this screen, just tap on Resolve
If you have more questions, the customer support team will be more than happy to help you. Just click here.