FAQ

FAQ Overview

How can I scan my ID?

We have some scanning tips to scan your ID properly.

If scanning your ID does not work, change the lighting conditions in the room. Make sure you're in a bright place or use your Swiss passport instead of your ID card, for example.

We also recommend that you close the app completely and try again.

If you continue to have problems, please contact our support service with details of your device and the operating system it uses.

Upload ID

In the web version, you have three ways to upload your ID.

  1. via QR code: Scan the QR code and follow the ID scanning process on your mobile phone.
  2. via SMS: We’ll send you a link via SMS that you can use to scan your ID.
  3. Manual upload: Upload a scan of your ID. Please note that we only accept files up to 5 MB in size and in .png, .jpg or .jpeg formats.

In the frankly app, you scan the ID card in the same way as during the registration process.

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Do you have any further questions? Use our help page or give us a call. You can contact us from Monday to Friday between 8 a.m. and 10 p.m. and at weekends between 9 a.m. and 6 p.m. on 0800 320 002 or by e-mail at support.frankly@zkb.ch.

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You can contact us from Monday to Friday between 8 a.m. and 10 p.m. and at weekends between 9 a.m. and 6 p.m. on 0800 320 002 or by e-mail at support.frankly@zkb.ch.

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