Frequently Asked Questions
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Questions about the identification and verification process
Most frequently asked questions
Captin makes it easy for you. Use your email address on which you received our invitation to log in to.
Have you forgotten your password?
If you click the log in button on the login page, you will be able to request a new password. Via 'Forgot your password?' you can follow the on-screen instructions.
Unfortunately, you cannot. Although this website was made to be mobile friendly, unfortunately it is not possible to go through the Trading Account opening form with a tablet. To start the identification process and to conclude the Trading Account Agreement, we recommend you use your computer or laptop. Your mobile device (smartphone) can be used when we ask you to confirm your identity.
Use the standard photo app on your smartphone to scan the QR code. If scanning the QR code fails, we can send you a link in a text message to your smartphone. For this, go to the screen with the QR-code and choose 'SMS' to the right of 'QR code'. Enter your mobile phone number and choose 'Send text'. You will then receive a text message with a link.
As you scan the code, you will be prompted to open a new page on your smartphone. Using your smartphone, you then take a photo of your passport or ID card without covering your CSN or passport photo.
If you do not have a European passport, identity card or driving license, please contact us for further instructions.
You take a photo from two angels of your unfolded passport, ID-card or driving license. Taking the first photo, hold your camera directly over your ID. For the second photo , hold your camera diagonally over your ID.
Check if your ID fits within the frame. This is achieved by holding your mobile phone further away or closer. Make sure there is enough light. Also, make sure that no other personal details are visible. Anything that shows up on your phone's screen will show up in the photo. This is also everything that is outside the frame. Therefore, use an empty table for example as a surface.
Do you have questions about the identification form or are you not sure if you are filling in the correct details, or are you unsure if you have completed the identification process? Please send an email. We will be happy to help you!
If access to your camera is blocked, this will be because of the privacy settings of your phone or your browser. Consult the manual of your phone or browser to change the settings. We recommend using the Chrome app instead of Samsung Internet. If you do not have the Chrome app, you can download it on your smartphone from the app store.
After downloading, set Chrome as your default browser. This works as follows:
Open Settings () on your Android device.
Tap Default apps under General
Tap Browser appChrome.
If it doesn't work, please send us an email. We will be happy to help you.
Access to your location will be blocked because of the privacy settings of your phone or your browser settings. You can refer to your phone or browser manual to restore them. If it doesn't work, send us an email. We will be happy to help you.
Your smartphone has to meet the following specifications in order to confirm your identity:
Updated internet browser
You need one of the following Internet browsers on your smartphone:
Browser (Minimum version)
Google Chrome (53) -recommended
Safari/iOS (143) - recommended
Samsung Internet (62)
Camera and location tracker (GPS)
Your smartphone must have a camera and a location tracker (GPS).
You will need an Internet connection on your smartphone to confirm your identity. Captin recommends using a laptop or computer to log in as well as keeping your smartphone ready for use when you are asked to identify yourself.
It may take a few seconds for the 'Take photo' button to appear. We will first attempt to take the selfie automatically. For this purpose we need to start certain processes, such as facial recognition. You then keep the device steady and hold your face in the frame. You can tap the button when it appears, or wait until the selfie is taken automatically.
When taking the selfie, we will ask you to move your head to the left and to the right. This movement will be stored in our systems as a short video.
If it doesn't work, please send us a message. We will be happy to help you.
Emails may end up in your 'Spam' mailbox, instead of directly into your inbox. Therefore, always check your Spam folder. You will receive an activation email from Captin, on behalf of Triodos Bank. If you have not yet received an email from us, you may have to wait a little longer. Captin sends the invitations in phases, which means that not everybody will receive the invitation at the same time.
When will I receive an email to open my Trading Account?
Unfortunately, we are unable to indicate when you will receive an invitation to activate. Opening and starting up a Trading Account takes time. Moreover, it is a careful process, which above all we want to do safely.
If this does not answer your question, please contact us. We will be happy to help you.
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