IDnow Reviews 16,308

All Perfect

Horrible experience - got stuck on the selfie phase no matter what ID I used (tried with passport too). The ID is scanned correctly front and back - even the holograms. But the selfie phase doesn't work!
Doesn't matter what lighting, and what time of the day it is, it just wouldn't recognize my face.
No human identification possible and no one to talk to

Nice, kind and fast service.

Super easy. Good service

My experience with IDnow was one of the most frustrating customer service interactions I've ever had. What should be a straightforward identity verification process turned into a needlessly stressful ordeal due to both technical issues and poor agent attitude.
I was forced to complete the entire process twice because the app malfunctioned during the first attempt. This alone was an inconvenience, but the behavior of the verification agents made the situation much worse.
The first agent I was connected to was unprofessional and impatient. She did not explain the process but instead gave sharp, order-like commands, as if she was angry with me. This lack of guidance and hostile tone left me feeling flustered and agitated, which likely led to me making an error in the app, causing the session to fail.
The second agent, while slightly kinder in tone, displayed a similar unhelpful attitude. When I asked a direct question to ensure I was positioning my passport correctly, she ignored me completely. There was no smile, no reassurance, and no detail about what to expect next. The entire process felt cold and robotic, which is the opposite of what you need when you're already stressed about verifying your identity.
Customer service, especially for a sensitive process like identity verification, should be supportive and clear. IDnow's agents failed on both counts. I cannot recommend this service based on my experience.

Great service!

Pleasant experience

User friendly

Quality of IDnow services differ extremely by the person in charge. Same subject horrific experience with beasty Eastern European Lady not willing to understand anything asking for strange manoeuvres with my ID card. Second attempt one day later with a charming Lady reducing the process to five clear and easy steps. Obviously there is no standard procedure in charge.

The customer service person was outstanding, but the app needs a little bit more work: There is no way to „tap-to-focus“, so I‘m not sure the ID photo was crisp. And when it came to confirming that I read the documents, said documents were hidden behind the confirmation window. So I had to sign blind - never a good thing.

I'm appalled by NeoSurf's verification process, which is powered by IDNow.io. The current system is a ticking time bomb, waiting to be exploited. Here's why:

- *Verification link vulnerability:* The verification link sent via SMS can be shared with anyone, allowing unauthorized access to sensitive information. This link can be used to update names and verify accounts, making it a significant security risk. For example, the verification link looks like this: . This link can be easily shared or exploited.
- *Gallery upload feature:* The verification process allows uploading documents from the gallery instead of taking live pictures. This raises serious concerns about document authenticity and potential tampering. It's alarming that NeoSurf and IDNow.io haven't implemented more robust security measures to prevent this.
- *Lack of live document capture:* Unlike other services, NeoSurf doesn't require live document capture, which makes it easy for users to upload edited or modified documents. This compromises the integrity of the verification process and puts users' sensitive information at risk.
- *In-app verification:* The verification process doesn't take place within the app, instead, it opens in a browser. This increases the risk of exploitation and makes it harder to ensure user safety.
- *Ignored concerns:* I've reported these issues to NeoSurf, but they've ignored my concerns. It's disappointing that they prioritize convenience over security.
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