Getting Started Guide: kCheck (Infomaniak Check)

This guide concerns the mobile app kCheck (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, to ensure 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 user password
  • forgotten login email address
  • disabling two-factor authentication (2FA)
  • unlocking an Infomaniak account
  • during the first revenue payout for the Ticketing product
  • when ordering a product (suspicion of spam or fraud, brand name, etc.)
• This app allows you to securely transfer the required items.
• Infomaniak respects your privacy: the information transmitted via the kCheck app will be kept until your request is fully processed; in all cases, the data will be automatically deleted after 72 hours if the request is not processed.

Start the Identity Verification

Prerequisites

• A QR code or 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 verify your identity with kCheck:

1. Launch the kCheck app on your mobile device.
2. Tap Start.
3. Tap Scan a QR code.
4. Point your camera at the provided QR code.
5. Enter your mobile phone number.
6. Enter the confirmation code received.
7. Allow geolocation (mandatory to continue the procedure).
8. Select the type of identification document in your possession (ID card or passport).
9. Follow the steps to photograph your ID.
10. Take a selfie with your ID in hand, held 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 business hours.

If Your Order is Blocked...

For security reasons, some orders may be automatically blocked.

When placing 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 resend it from your Manager by clicking Resend the procedure in the red banner notifying 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 the mobile device.

You can then start the unblocking procedure 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 unblocking procedure to completion.

Special Cases

• If there is no response from you within 10 days, the order will be automatically canceled, and the payment will be fully refunded to the original payment method.
• If you do not have a mobile device to follow this procedure, contact Infomaniak support.