Raenest checks every transfer in real time to keep your money safe and confirm it’s really you. Most of the time, you won’t notice. Sometimes, we’ll ask for one quick extra step before your transfer goes through: a face scan or a one-time code.
When we ask for an extra step
We may ask you to verify a transfer when something about it is different from your usual activity, for example, when:
You’re using a new device
You’re sending to someone for the first time
You’re sending a larger amount than usual
You’re sending late at night
You’ve recently changed your password, email, phone number or two-step login settings
It’s been more than 30 days since your last face scan
Small, everyday transfers on a device you’ve used before usually go through with no extra step.
How the face scan works
The app guides you through a short live selfie, such as blinking or turning your head. We match it to the selfie you took when you verified your identity. Once it’s done, your transfer continues.
For a smooth scan:
Find a well-lit spot and face the light.
Hold your phone at eye level and keep your face inside the frame.
Take off glasses, hats or anything covering your face.
Make sure your phone has enough battery.
If your face scan doesn’t go through
You have 3 tries. After the third, you’ll need to wait 5 minutes before trying again, and the app shows how much time is left. If the face scan won’t open, you’ve started several scans in a short time. Wait 10 minutes and try again. If it still isn’t working, feel free to contact our Support team.
How the one-time code works
Two-step login on a device you’ve used before: enter the code from your authenticator app (e.g. Google Authenticator or Authy).
Two-step login on a new device: we send a code to your phone [by SMS, WhatsApp or Telegram, depending on your preference]. Your authenticator app isn’t used on a new device.
Two-step login off: we send a code to your phone.
If your Raenest account has no phone number, you’ll be asked to add one first.
FAQs
Q: Do I have to verify every time I send money?
A: No. Small, everyday transfers on a device you’ve used before go through with no extra step.
Q: Why am I asked for a face scan again when I’ve done one before?
A: We ask for a fresh scan if your last one was more than 30 days ago, and for some larger transfers if you haven’t scanned that day.
Q: My face scan worked, but my transfer didn’t go through. What should I do?
A: Contact Support with a screenshot or screen recording of what you see, and we’ll look into it.
Your other protections
Transfer checks work alongside two-factor authentication at login, 3D Secure on card payments, and the option to freeze and unfreeze your [account/card] in the app. Together, they keep your money safe from login to payment.