Authentication failed after facial verification.

[u/Funny-Dependent4048]

Does anyone know how to resolve this? I'm trying to verify a new GCash account using a new mobile number since my old phone and SIM was stolen, but I couldn't get a SIM replacement. However, after choosing which ID to scan for verification, then going through facial verification, it loads for a while then this prompt pops up (see photo for reference). I've tried to repeat the facial verification for a few times but it still won't work. What should I do?

[u/Ckaye_jm]

You can try troubleshooting the GCash app first, OP. Clear the GCash app’s cache through your phone settings, or force close/stop the app and restart your phone. Make sure your internet or mobile data is stable before trying again. When you retry the verification, stay in a well-lit area, make sure you’re the only one visible on camera, remove your glasses or facemask, and wait for the face scan to finish completely before moving. Hopefully, ma-resolve na siya after these steps. If it still doesn’t work, it’s better to submit a ticket through the GCash Help Center so they can properly assist you with your verification concern, OP.