Hi

email address redacted.
Membership number: redacted.

I have today been asked to re-authorise my account using my passport and facial recognition.

I made repeated attempts to upload an image of my passport before it was accepted. Apparently, fitting it within the frame on screen is exactly the wrong thing to do.

Then facial recognition failed. Your system then told me to use Chrome which I don't because we are not happy with its security.

So, I logged out and started again using Chrome in breach of my company's security protocols.

The previous passport photo was no longer registered, it seems so I had to go through the whole palaver again. Then started the farce of facial recognition. On and off, I tried for almost an hour. I had someone help because (people never think of this) if I take off my glasses as per my passport photo, I can't read what's on the screen.

Move in, move out head left, head right, sit still, put your face in the frame.

I was deluged with instructions despite my face clearly being entirely within the frame.

I know this to be a problem: facial recognition doesn't recognise that I have a face. For two years, UK immigration's system did not recognise me for either of my passports. Singapore Immigration and other fintechs are defeated by my face. Some even say "face not detected" when, obviously, I have a face and my face is displayed on the screen within the frame.

I tried using my phone but your system insisted that the camera (needed to photograph my passport for the nth time) was not connected. Well, that's odd because it works in all other apps.

So, please fix it. Look at my email address. Look at my website. You'll see where my knowledge and expertise lies.

And it's not just in financial crime risk and compliance, it's also in tech.

So, please find a way to fix this: it's just silly.

Regards

Nigel Morris-Cotterill
Financial Crime Risk and Compliance Strategist
countermoneylaundering.com

Attached copy passport
Attached my face.