Hello! Need help?

Help / happn Guide /

I have taken my video but my profile has not been certified. How come?

This could be due to several reasons:
- Maybe you have just completed the certification process and it is still in progress.




- The certification process may also have failed for various reasons which you will be informed of via several different pop-ups: it could be a lighting problem, (too much light or not enough light); it could also be due to your pictures not matching the video. This may also be due to the fact you did not stare at the badge enough or you were not facing your phone properly, which can have an impact on the certification process success.
Video quality can also be a factor.

If you did not get a pop-up or if you have tried everything in your power but where not able to get your profile certified, please get in touch with our Customer Service.