📸 Driver’s license issues
Upload clear photos of both the front and back of your driver’s license.
All details must be fully visible and easy to read.
Only official driver’s licenses are accepted, no temporary or learner permits.
We accept licenses from the EU, EEA, UK, and Switzerland only.
You must have held your license for at least 2 years.
Whether your license is paper or digital, it may require manual verification by our team, this can take a couple of working days.
🧾 Personal information doesn’t match
Your name and other personal details must exactly match what’s on your driver’s license. Any mismatch can delay the verification process.
💳 Payment method problems
If your payment isn’t going through, check if you’re using a supported payment method.
Too many failed attempts may temporarily block the process. Try again carefully or try adding different payment method.
When you add your payment method, a small €0.02 verification fee will be charged to confirm its authenticity.
💬 Didn’t receive your verification code via SMS?
If you didn’t get the code by text message, try these steps:
Check your phone number:
Make sure you’re logging in with the number linked to your Poppy account. If you changed your number, contact us! Send a selfie holding your driver’s license along with your old and new phone numbers via the in-app live chat, we’ll update it for you.
Provider issues:
If you’re outside Belgium, some providers might block our texts. Contact your provider or consider switching to a Belgian number if the problem continues.
Your service provider might be blocking our messages, check with them to remove any block.
Still no code? Contact us via the in-app live chat, and we’ll help you get it sorted.
📥 Didn’t receive a confirmation email?
Check your spam, junk, or promotions folders, sometimes emails end up there.
If you still can’t find it, contact us via live chat and we’ll check for issues with your email.
⚠️ Remember: You only get a confirmation email once when you first sign up. After that, you log in using your phone number and SMS code, no email needed.
🧐 Why schedule a video call for verification?
If you chose to disable biometric data, your account will be deactivated until you verify your identity via a video call to prevent fraud.
How to schedule your video call:
A pop-up will appear, click “Schedule a call”.
Choose a date and time, then click “Book”. You’ll get a confirmation email.
Joining the call:
You’ll get a notification 5 minutes before the call.
Open the app and click “Join your video call”.
Follow the instructions, allow audio recording, and click “Start Call”.
What you need:
A clear camera view
A valid driver’s license
⚠️ Remember:
If we can’t see you clearly or you don’t have your valid ID, you’ll need to reschedule.
After 3 missed calls, your account will be blocked.
Customer support cannot schedule calls for you, if no slots are available, pick the next open one.
⚠️ Important reminders
Make sure your personal info matches your documents.
Use clear photos and upload your documents carefully.
Keep an eye on your SMS and email inboxes for verification codes.
If anything goes wrong, our team is here to help, just reach out through the in-app live chat.