Having trouble registering or verifying your Poppy account?

📸 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.
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 Whatsapp?

If you didn’t get the code via Whatsapp, 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 and a paper with today’s date, your old number, and your new number on it via the in-app live chat. We’ll update it for you.
If sending the WhatsApp message fails, we'll fall back to delivering the code via regular SMS. Please check your standard text messages.
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 Whatsapp code, no email needed.

🧐 Why schedule a video call for verification? Identity verification is a crucial step in activating your Poppy account and unlocking vehicles. Poppy requires identity verification to protect accounts and prevent fraud. If you opt out of biometric verification, you must complete a short video call with an agent to verify your identity. This step is mandatory to activate your account and unlock vehicles.

If you chose to disable biometric data, your account will be deactivated until you verify your identity via a video call. This ensures that accounts are secure and helps prevent unauthorized access. If you disable biometric data, completing the video call is the only way to reactivate your account.

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 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.

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