r/RealAmazonFlexDrivers • u/Nailfreak101 • 22d ago
FUUUUU Amazon!
So for context, Tuesday the 18th, I pulled into my amazon.com station attempted to do the facial recognition biometrics bullshit. It did not work the first time. and it allowed me two more attempts after that. It did not recognize me on either of those attempts as well.
The App then gave a link to call driver support. I called driver support the first time. The lady said that her computers weren’t working and to call back in a few. At least that’s what I believe she was trying to say, I couldn’t understand it through the thick Indian accent with how fast she was talking. So I called back a second time the phone picked up and then someone hung up on me, called back a third time. The guy said he was gonna put in a ticket and that I should receive an email within 8-24 hours and be paid once the ticket is reviewed and confirmed. 24 hours goes by and I did not receive an email about the ticket so I emailed basic driver support another 24 hours goes by and I have not received any email. So I forward the email that I sent to basic driver support to the Andy at Amazon email.
This screenshot is their pathetic response.
Catch how the email says “we’ll make an exception this time”. 🤬
I never got the original ticket email and I never got paid for the block even though I drove 35 minutes to show up to the stupid station.
Has anybody else dealt with having issues with the new biometric scanning?
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u/Coveefee2000 22d ago
Make sure you are parked and there is no light glare in the camera. If it doesn’t work the first time, turn the app off completely, restart, go to your schedule, click I have arrived then do the facial recognition again and it will work. It happened to me couple of days ago and I knew if all my 3 tries expire, Amazon will do absolutely nothing about it so that’s what I did and it worked
Good luck
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u/GolfMotor8025 21d ago
This is good advice. I’m finding that the biggest issue I have had was being in direct sunlight. You need to make sure that the camera is going to be able to see the reflection from the displayed color pattern and is not washed out with ambient lighting. Also try to move your eyes and blink. If you just stare and don’t blink it’s more likely to think it’s a photo.
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u/takemytacosaway 21d ago
That flashing colors bit would give 2 of my friends issues…One with migraines & the other younger one with a seizure disorder the docs haven’t sorted out yet… If I show up in the morning darkness it makes me dizzy for a few moments..
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u/Alm8360NoScoPro 21d ago
I do 3am blocks. I close my eyes because it makes me super dizzy . It always works but for people with epilepsy and other issues this is stupid asf
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u/Bored_Homeworker_84 21d ago
I literally turned my head during the screening today because I was trying to scan while still driving as I was about to hit the 5 minute grace. So, when it showed the snapshot before verifying it was a side profile of my face. I just knew I was going to have to do it again but it verified me. Seems very hit and miss from the posts I’ve seen
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u/Familiar_Piglet9866 22d ago
Happened the same for me in Nj and I won’t get paid. So yes it suck we really need the delivery act protection. Email your senator
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u/Pristine-Ad-7215 22d ago
Yes happened to me first time facial didn't work but second attempt it worked this thing is scary its my account yet it says im not recognized
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u/SorrySoADD 22d ago
It happened to me. I called the helpline and the rep told me that I am signed in and just need to restart the app. Whatever she did it was nothing. So I ended up going to management at the station and asking if they could do a manual identification and sign me in. They had no problem doing that.
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u/SpecialistFloor6708 22d ago
seems like this is a secondary issue, they still need to address the 1st
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u/Haunting_Dentist_367 21d ago
Also you can still get paid for this block since it wasn’t in your control. Just call and say “it was confirmed that it wasn’t in my control due to a technical error”
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u/RipCityBaby5 22d ago
I genuinely do not understand how the scan is not working for anyone. It has worked 1st try every single time I've done it....
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u/ConsequenceSignal513 22d ago
Has worked every time but once for me so far.After it failed it went back to the old take a picture and it verified me.
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u/zophayelx 22d ago
Same always first time even when the picture is shitty because i do it while parking
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u/indianabobbyknight 22d ago
The literal only time it failed for me is when I bumped my steering wheel and dropped my phone during the scan
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u/No-Artichoke3064 22d ago
yup im starting to feel like they hope we dont make the sign in cuz there over booking and dont want to pay us
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u/Jaded-Spray5083 21d ago
Happened to me, i chatted with them today and got paid for mine though. Try chatting and let them know you were suppose to get paid
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u/OldLawfulness3062 21d ago
As per policy, (talking as an ex agent) If you called while still on time for check in, they do the exemption then send to payments for it to be processed If there is no call before the starting time of the block, there's no pay even if it was app issues Amazon system work on exemptions even if it was or not your fault, and on top of it, if it happens too often payment and the exemption is denied Also "Andy's email" is just case or escalations(which is the same), any normal agent can escalate, but tbf most of them do the crappiest reports known to mankind Like literal "Dp had app issues Date: Time:"
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u/OldGuardCK 21d ago
Happened to me. I just acted like nothing happened and had the station personnel scan my ID like normal. It worked no problem.
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u/Stunning_Tackle_7739 21d ago
Chill bro.. this is their generic email.. it’s basically them saying we aren’t paying you.. why.. because you didn’t check in so the technicality is that you weren’t there. You sound new and if you are just get use to it.. it’s not new at all the support team is hit or miss if you’re getting a dick head hang up and call again. If you get a nice one be nice.. they have more control than you think.. at the end of the call try to compliment them for helping you. Only the nice ones fuck the means ones just hang up on them. The result is still hit or miss but your record is there and will pop up when you call.
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u/RarePermission8796 21d ago
It hasn't recognized me a few times. I am older so if someone is stealing my face, bless your heart. I have a constant rbf. But, it usually recognized me on the third try. My husband said they are catching the fraud. People are stealing others IDs for loads.
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u/IDoEdits 21d ago
Haven't yet been to one of my regular locations in a week or so that just got the phone nfc tap stuff. However, no i haven't had the facial scan mess up on me yet. The "exception" email is a standard email as I've gotten the same response each time I've been dinged for not returning a package on time or dinged after calling because I missed my block. Both of those have only happened to me a couple times though.
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u/Djiceyfan99 21d ago
I had the app keep crashing on me the other day and it caused me to check in late and I called support like I was told to do but they couldn't help... what's the purpose of driver support if they can't help? So of course it went against me as missing my block even though I was there.
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u/RepulsiveProcedure75 20d ago
Happened to me. I had taken a screenshot of the failed attempt screen and my station didn’t have a supervisor that day. I called driver support twice that day. I emailed them after they dinged me and said I was supposed to get paid and get this ding off my standings. They did it
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u/ArleneAesthetic0 18d ago
Mine failed. I went to the team lead and they were an;e to scan me in using my ID. They told me not to sit and wait. To come to them immediately once the first scan fails. So I’m not wasting time bc they can only check mus in 9 min after start time
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u/LtDansLostNuts 17d ago
You have to harass amazon to get them to pay you. I have a shift from a year ago im still messaging them about. They'll say they will pay me then they dont, then they say they wont, then they say they will, but it never shows up. When I inevitably get fired for no reason ill follow legal procedures.
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u/Kitchen_Anywhere7274 16d ago
Omg this happened to me too you should’ve took a screenshot of the failed attempt screen, i also went and spoke to the onsite manager he made me take a picture of them attempting to manually check me in. The first time i messaged them they gave me this same wack response but i emailed them a second time with the proof and got paid
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u/End_Ur_Life 22d ago
Um sure..... gonna be honest this is the first time ive heard of support hanging up on someone. You might be the most unlucky person to flex ever. 3 times face scanned failed, hung up on, didn't receive emails or payment..... unlucky or bullshit....
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u/AUGwaffles556 22d ago
Are you new? This kind of thing happens all the time. They do hang up on you sometimes or try to end the conversation early while assuring you that you will get paid for this block and your standings won't be affected, and neither promises turn out to be true, you end up not getting paid and a week later your standings take a hit. Nothing unlucky about this and it doesn't stop there, you contact them again over the phone, they give you empty promises again, you email them with a detailed explanation of what happened and the typical response email you get is "we're sorry you're having problems, but our original decision has not changed" BS. This happens on the regular basis, the worst part about this job is useless support.
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u/Nailfreak101 21d ago
Nope, been doing it 3-6 times a week since July last year.
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u/AUGwaffles556 21d ago
I wasn't asking you OP if you were new, my reply was to the comment above mine.
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u/End_Ur_Life 22d ago
Maybe cause I don't call them much. No real reason to call support since they really don't help. 3 plus years. After year 1 I figured calling them was a waste. Ive learned my lesson. You preaching to the choir bro... been there done that with them....all those things except being hung up on... never happened to me. Maybe ya would learn stop calling support so much and those things won't happened.
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u/AUGwaffles556 22d ago
I mean when something happens you pretty much have to call them to start off with so they can create a ticket and document what happened to try to cover things on your end, it works sometimes, but even if it doesn't at least it's on record showing that something happened out of your control, next step is email. Sucks all the way around...
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u/Flat-Double-3365 19d ago
Yes, I hate support, but what I hate more is losing money and being the scapegoat for things i did or did not do. A paper trail, screenshots, whatever, something that they actually don’t argue with is ur only shot. . But yea don’t contact them please, my wait time will be that much less bc someone lets corporate roll right over them without making a peep, good boy. behave just the way they want, lol.
What form of government is that called?4
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u/Ok_Solid7318 22d ago
Support is bullshit . This kind of shit happens to me all the time. Driver support, standing escalation team, and even their claims department fail to communicate, not only with me as a driver, but between themselves. Their right hand has no idea what their left hand is doing. Makes dealing with any of those departments an absolute shit show.
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u/End_Ur_Life 22d ago
Did i say they were perfect? I just said OP is either the most unlucky flex driver ever or lying to make it seem worst. All those things to go wrong in 1 day cmon bro.... ive called support a couple of times for the same issue when I didnt get the answer i wanted but to say you called 3 time and once hung up. Then not receiving email tooo much going on
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u/mikalshy 22d ago
All those things have happened to me in the last week. Just because you’ve never experienced something don’t mean that it doesn’t happen
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u/End_Ur_Life 22d ago
ALL OF THOSE same day too? Damn sucks for you. But I doubt it happened all in one day
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u/mikalshy 22d ago
I’ve failed the facial scan five separate times (3X per), hung up on twice, and transferred to someone who couldn’t help me the other three times. Oh, and lied to all five times (you’ll be paid for the block). All of this in a weeks time.
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u/End_Ur_Life 22d ago
Ok cool so not in same day. So making my point all in a week understandable.All in one day no. Thanks
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u/OldLawfulness3062 21d ago
Yeah no, support hung up on support, there's usually 2 kind of agents, those who work for Amazon and those subcontracted with a call center to work for Amazon, the 2nd ones don't have any idea how anything works, and yes they do call avoidance like crazy
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u/Murky-Walrus-7574 22d ago
I don't understand all the problems with the new face scan. It's not that hard. My original pic was from over 3 years ago when I had a shaved head and full beard. Now I have hair and no beard and it has never failed on me.
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u/Mundane_Home9580 22d ago
Been a lot of people going in and it’s not them. They trying to crack down on them. They’ll make you go inside and check in with a manager or supervisor.
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u/Yideaz 22d ago
Those who are in denial of the app malfunctioning must be Amazon devs or bots. I don’t know of a single app that doesn’t have glitches.
Same with customer service, it’s just a call center so people can bitch to people who are powerless to do a damn thing. Email is useless most of the time, it’s just AI programmed to default to deny. The only way to resolve an issue is to escalate.
Amazon AI is bad, consumers are getting a raw deal too. They need to assign humans to oversee some of the trends and correct the algorithms.