This guide concerns the kCheck mobile app (application for iOS/Android smartphones or tablets), created to simplify identity verification procedures and enhance the security of your Infomaniak account.

Introduction

• For security reasons, in order to guarantee the identity of the person making a specific request to Infomaniak, an identity verification procedure may be triggered in the following cases (non-exhaustive list):
  • forgotten Infomaniak account password (user account)
  • forgotten login email address
  • deactivation of two-factor authentication (2FA)
  • unlocking an Infomaniak account
  • during the first payment of revenue for the Ticketing product
  • when ordering a product (suspicion of spam or fraud, brand name, etc.)
• This application allows you to securely transfer the requested information.
• Infomaniak respects your privacy: the information transmitted via the kCheck application will be kept until your request is fully processed; in any case, it will be automatically deleted after 72 hours if this request is not processed.

Starting the identity verification

Prerequisites

• A QR code or a link provided by Infomaniak.
• The kCheck mobile app installed on your device: iOS (iPhone, etc.) or Android.
• An Internet connection on the mobile device.

You can then have your identity verified with kCheck:

1. Launch the kCheck app on your mobile device.
2. Tap Start.
3. Tap Scan a QR code.
4. Point your device's camera at the provided QR code.
5. Enter your mobile phone number.
6. Enter the confirmation code you receive.
7. Allow geolocation (required to continue).
8. Select the type of ID you have (ID card or passport).
9. Follow the steps to photograph your ID.
10. Take a selfie (of yourself) with your ID in your hand in front of you.

Your documents will then be securely transmitted to Infomaniak support. These requests are processed with priority and have an average response time of 2 hours during business hours.

If your order is blocked...

For security reasons, some orders may be automatically blocked.

When your order is placed, an email is sent to the email address associated with your Infomaniak Manager account. This email contains the procedure for unblocking your order. If you cannot find it, you can request that it be resent from your Manager by clicking Resend the procedure from the red banner informing you of the block.

Prerequisites

• Open the email containing the unblocking procedure.
• The kCheck mobile app installed on your device: iOS (iPhone, etc.) or Android.
• An internet connection on your mobile device.

You can then start the unlocking process with kCheck:

1. Launch the kCheck app on your mobile device.
2. Tap Start.
3. Tap Scan a QR code.
4. Scan the QR code in the email.
5. Follow the unlocking procedure until the end.

Special cases

• If you do not take any action within 10 days, the order will be automatically cancelled and the full amount will be refunded to the payment method used.
• If you do not have a mobile device to follow this procedure, contact Infomaniak support.