[PL] I need support – Verification system malfunction – 3 days locked – Case 57679-72039-52630

I need support.

This is now day 3 without access to my account.

Case number: 57679-72039-52630

• Country: Poland (no VPN used) • Account region: Ireland • Device 1: Android 15 (Realme) • Device 2: Android 14 (tested) • Multiple networks tested (mobile data, WiFi, hotspot) • Private DNS disabled • App reinstalled several times • Devices restarted multiple times

Login flow: Phone number → correct PIN → forced “Verify identity”.

Selfie verification behavior is inconsistent and malfunctioning:

1. Sometimes upload freezes at 0% and never progresses.
2. Sometimes upload reaches 100% but then shows an error and asks to retry.
3. Sometimes immediately after pressing “Submit”, it shows: “Please check your internet connection.”
4. In some attempts, while the upload progress box is visible, the camera either continues recording in the background or restarts recording again during the upload phase.

This clearly indicates a technical issue in the verification/upload process.

Screen recording of the failure has already been sent to: docs-upload-noreply@revolut.com

Additional clarification:

At one point I was able to access the in-app chat.

During that chat: • My identity was manually verified. • I provided a handwritten instruction on paper as requested. • I submitted my ID document. • I was confirmed as the account holder.

The agent’s final instruction after manual verification was: – Uninstall the Revolut app – Restart the device – Reinstall the app – Try again

I followed these exact steps.

The problem persists. Verification still fails during upload. I am now again unable to access live chat because the system forces selfie verification before allowing support access.

This creates a loop: Verification fails → No account access → No chat access → Email support repeats basic troubleshooting.

Meanwhile, my account is limited to 100 EUR due to “unusual activity”. This is my primary account and I urgently need full access to my funds.

I have exchanged approximately 10–12 emails with support so far. In each response, a different agent handles the case. Each time I am asked again for details that were already provided, including country, device model, Android version, VPN usage, and network type.

This creates unnecessary delays and does not move the case forward.

Request: Please escalate this to the technical team and reset verification manually. This appears to be a backend verification malfunction.