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Quick Start Guide: kCheck
This guide is about the kCheck application, created to simplify identity verification procedures and enhance the security of your Infomaniak account.
This app allows you to securely transfer requested items in case of loss of your login credentials, request for deactivation of two-factor authentication, unlocking your account, or to validate certain orders and/or payments.
Why kCheck?
Under certain conditions and for security reasons, an identity verification procedure is required to ensure the identity of the person making a specific request to Infomaniak.
This verification can be triggered in the following cases (non-exhaustive list):
- forgot user password
- forgot login email address
- deactivation of two-factor authentication (two-factor identification)
- unlocking an Infomaniak account
- when receiving the first revenue payout for the Ticketing product
- when ordering a product (suspicion of spam or phishing, brand name, etc.
Identity Verification Procedure
This procedure requires:
- a QR code or a link provided by Infomaniak
- the kCheck app installed on your iPhone or mobile device Android
- an internet connection on your mobile
You can then verify your identity with kCheck:
- launch the kCheck app on your mobile
- tap Start
- tap Scan a QR code
- point the camera at the provided QR code
- enter your mobile phone number
- enter the confirmation code received
- authorize geolocation (mandatory to continue the procedure)
- select the type of identification document you possess (ID card or passport)
- follow the steps to take a photo of your identification document
- take a selfie (of yourself) with your identification document in hand in front of you
Your documents will then be securely transmitted to Infomaniak support. These requests are processed with priority with an average response time of 2 hours during opening hours.
If Your Order Is Blocked...
For security reasons, some orders are automatically blocked.
At the time of your order, an email is sent to the login email address of your Infomaniak Manager account. This email contains the procedure to unblock your order. If you cannot find it, you can have it resent from your Manager by clicking on Resend procedure from the red banner informing you of the block.
Unblocking Procedure
To do this:
- open the email containing the unblocking procedure
- install the kCheck app on your iOS or Android device
- scan the QR code provided in the email
- follow the unblocking procedure to completion
Special Cases
- if there is no response from you within 10 days, the order is automatically canceled and the payment fully refunded to the payment method used
- if you do not have a mobile phone to follow the procedure, contact Infomaniak support