šø Driverās license issues
Upload clear photos of both the front and back of your driverās license.
All details must be fully visible and easy to read.
Only official driverās licenses are accepted, no temporary or learner permits.
Whether your license is paper or digital, it may require manual verification by our team, this can take a couple of working days.
š§¾ Personal information doesnāt match
Your name and other personal details must exactly match whatās on your driverās license. Any mismatch can delay the verification process.
š³ Payment method problems
If your payment isnāt going through, check if youāre 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 ā¬0.02 verification fee will be charged to confirm its authenticity.
š¬ Didnāt receive your verification code via Whatsapp?
If you didnāt get the code via Whatsapp, try these steps:
Check your phone number:
Make sure youāre logging in with the number linked to your Poppy account. If you changed your number, contact us! Send a selfie holding your driverās license and a paper with todayās date, your old number, and your new number on it via the in-app live chat. Weāll update it for you.
āIf sending the WhatsApp message fails, we'll fall back to delivering the code via regular SMS. Please check your standard text messages.
āProvider issues:
If youāre 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.
ā
Still no code? Contact us via the in-app live chat, and weāll help you get it sorted.
š„ Didnāt receive a confirmation email?
Check your spam, junk, or promotions folders, sometimes emails end up there.
If you still canāt find it, contact us via live chat and weāll check for issues with your email.
ā ļø Remember: You only get a confirmation email once when you first sign up. After that, you log in using your phone number and Whatsapp code, no email needed.
š§ 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.
How to schedule your video call:
A pop-up will appear, click āSchedule a callā.
Choose a date and time, then click āBookā. Youāll get a confirmation email.
Joining the call:
Youāll get a notification 5 minutes before the call.
Open the app and click āJoin your video callā.
Follow the instructions, allow audio recording, and click āStart Callā.
What you need:
A clear camera view
A valid driverās license
ā ļø Remember:
If we canāt see you clearly or you donāt have your valid ID, youāll 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.
ā ļø Important reminders
Make sure your personal info matches your documents.
Use clear photos and upload your documents carefully.
Keep an eye on your Whatsapp, 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.