Why isn’t my code working?

Keep in mind that in case your code is not working, it might be because you have entered it incorrectly or it is no longer active. Please double-check the code to ensure it's accurate.

Here are some reasons why your identification code might not be working:

• The code has expired - if your code is not valid, you won’t be able to use it to start the identification process. In this case, you will have to request a new one by contacting your agent.
• The request has been cancelled - if the request was cancelled by our team, you won’t be able to start the process.
• You’ve completed your identification - if you've already gone through the identification process using this code, the system will recognise it and won’t let you use the same code again. Once the process is completed, the code becomes inactive and you will need to request a new one.
• You need to go through the process once more - keep in mind that any new sessions require a unique code, even if your previous attempts were not accepted by the system or our team. Reusing the same code for your second attempt won’t be possible, even if the previous identification wasn’t successful.

In conclusion, if your identification code is not working, it could be due to the expiration of the code or the completion of a previous identification process. In these cases, please contact your agent or request a new code.