Getting Started Guide: kCheck (Infomaniak Check)

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

Preamble

• 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):
  • user password forgotten
  • login email address forgotten
  • deactivation of two-factor authentication (2FA)
  • unlocking an Infomaniak account
  • during the first transfer of revenue for the product Billetterie
  • when ordering a product (suspicion of spam or fraud, brand name, etc.)
• This app allows you to securely transfer the requested items.
• Infomaniak respects your privacy: the information transmitted via the kCheck application will be kept until your file is fully processed; it will in any case be automatically deleted after 72 hours if this request is not processed.

Start the identity verification

Prerequisites

• A QR code or a link provided by Infomaniak.
• The mobile app kCheck 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. Press Scan a QR code.
4. Point the QR code at the camera.
5. Enter your mobile phone number.
6. Enter the confirmation code received.
7. Enable location services (required to continue the procedure).
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) holding your ID in front of you.

Your documents will then be securely transmitted to Infomaniak support. These requests are processed on a priority basis with an average response time of 2 hours during opening hours.

If your order is blocked...

For security reasons, some orders may be automatically blocked.

When you place your order, an email is sent to the email address associated with 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 on Resend procedure from the red banner‍ informing you of the blockage.

Prerequisites

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

You can then start the unlocking procedure with kCheck:

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

Special cases

• If you do not respond within 10 days, the order will be automatically canceled and the payment will be fully refunded to the payment method used.
• If you do not have a mobile device to follow this procedure, contact Infomaniak support.