[joeyh]

Wise (nee Transferwise) requires a passport style photo taken by a webapp for KYC when transferring money. I was recently unable to complete that process over a dozen tries, because the image processing didn't like something about my face. (Photos met all criteria.)

On contacting their support, I learned that they refused to use any other process. Also it became apparent that they had outsourced it to some other company and had no insight into the process and so no way to help. Apparently closing one's account will cause an escalation to a team who determines where to send the money, which would presumably put some human flexability back into the process.

(In the end I was able to get their web app to work by trying several other devices, one had a camera that for whatever reason satisfied their checks that my face was within the required oval etc.)

[rlpb]

> On contacting their support, I learned that they refused to use any other process.

I suspect this won't help you, but I think it's worth noting that the GDPR gives people the right to contest any automated decision-making that was made on a solely algorithmic basis. So this wouldn't be legal in the EU (or the UK).

[whitehexagon]

Hah, indeed, a similar experience here. The desktop option is worse, trying to get a webcam to focus on an ID card took forever. The next step wanted a 3rd party company to do a live webcam session, no thanks! Closed the account. Or at least tried, after a several step nag process, they still keep the email blocked to that account, in case you change your mind...

There seems no way to push back against these technologies. Next it will be an AI interview for 'why do you transfer the money?'