To access their account , the customer uses a pair of identifiers: their phone number and password . If the password is forgotten or the phone number changes, the customer may experience difficulties logging in. If this occurs, they can follow the unlocking procedure within the application.

The procedure to follow

First, you need to make sure that the Sumeria application is up to date (by going to the App Store or the Play Store).

If the customer has forgotten their password

The customer must open the application and enter their phone number. After validating it, the customer can click on "A problem? Need help?" then on "I forgot my password" "

If the customer has changed their phone number

The customer must open the application and, on the first login screen, press the "Need help?" button. then click on "Having trouble connecting?".

If the customer has changed their phone

Once the application is launched, the customer must go to the initial login screen and select the "Need help?" button. then click on "Having trouble connecting?".

In all cases, you simply need to follow the instructions on the screens.

When a customer's account is deemed sensitive, they must film their face for a few seconds—a video selfie, in a way. This allows Sumeria's teams to verify that the account holder is indeed the one initiating the recovery request.
The customer remains free to refuse to take the video selfie in accordance with the Personal Data Protection Policy .
 In this case, he can contact customer service by writing to contact@sumeria.eu in order to benefit from an alternative solution.

Once the unlocking process is complete, the customer must wait to receive an email from Sumeria and then click on the link in the email. They will then be automatically redirected to the application's main screen.

The link you receive is valid for 24 hours and can only be used from the mobile device that was used to record the "video selfie". After this 24-hour period, you will need to repeat the process.

Processing times

As each video must be carefully reviewed by a human advisor , the processing time can vary from a few minutes to 48 hours.

In case of refusal

Sometimes the video is rejected because it is of poor quality or the resemblance is not convincing. The reason is explained in the email received by the client. They are then invited to try again through the application.

Difficulties encountered when following the unlocking procedure

When filming their face, the customer may sometimes be blocked by the verification system. In this case, it is important to ensure that:

  • Center your face over the capture area ;
  • When asked, turn your face in the indicated direction, with a wide movement ;
  • Check that the lighting is sufficient ;
  • Being alone in the video , and that no image of a face is present in the background (photograph, poster, painting, screen, etc.).
If the screen is black, check your device settings to ensure the app has permission to access the camera. If the front-facing camera is damaged, you will need to use a different device. Alternatively, you can connect to the mobile app from another phone by inserting its SIM card.

If these instructions do not resolve the issue, the customer can contact customer service by sending a message to contact@sumeria.eu . To facilitate problem resolution, the customer is asked to clearly describe the difficulties encountered and include a screenshot.

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