--- title: "Help — Check Twice" description: "Answers for everyone using the app: signing up, checking it’s really them, your account and your links." url: https://www.check-twice.com/help --- # How can we help? Answers for everyone using the Check Twice app. [Contact us](https://www.check-twice.com/contact) ## Signing up ### Why haven’t I got my code? Codes are only sent by text to UK and US phone numbers. Check the phone number you entered, then tap Send a new code when the countdown ends. ### Why have my codes stopped? In the US, replying STOP to our texts stops them, including your sign-in codes. Reply START to get them again. ### Why wasn’t my photo ID accepted? It needs to be a UK or US photo ID and in date. Lay it flat in good light with all of it inside the frame. If it has a chip, take it out of any case or cover and keep your phone flat on it until it’s done. ### Why isn’t the quick photo working? Find better light, take off sunglasses and move close enough for your face to fill the oval. When you’re asked to turn your head, turn it slowly and keep your eyes on the screen. ## Checking it’s them ### Why doesn’t a contact show as verified? They need to be verified on Check Twice and have your phone number saved too, unless they’ve chosen to show their profile to anyone with their phone number. Check Twice also needs access to your contacts. ### What does Not verified mean? They didn’t answer within 60 seconds, or didn’t finish the quick photo. Treat whoever’s contacting you as someone else until you’re sure. ### What are the two words for? When they prove it’s them, you both see the same two words. Ask them to read theirs out. If they can’t, whoever’s contacting you isn’t them. ### What if they say it wasn’t them? Whoever’s contacting you may not be them. Contact them another way you trust before you do anything they ask. ### What if they say they have a new phone number? Call them back on the phone number you already have saved. Scammers often claim to have a new phone number. ### What if I get a check but I’m not contacting them? Tap No, it isn’t me and they’ll know straight away. You can also choose to show a warning on your profile that someone may be pretending to be you. ### Why was I told someone opened a link for me? A contact used Verify them on another phone to check it’s you, and someone opened the link. If it wasn’t you, tap No, it isn’t me and the link stops working. ### Can I trust a screenshot of Check Twice? No. A screenshot proves nothing. Only a check you run in your own Check Twice app counts. ### How do I report someone? Open their page, tap the three dots and choose Report this contact. To tell us about a problem with the app, go to Account and choose Report an issue. ## Your account ### How do I sign in on a new phone? Open Check Twice, enter your phone number and the code we text you, then take a quick photo. Your other phones stay signed in. ### Why am I not getting notifications? Notifications may be turned off for Check Twice. Turn them on in your phone’s Settings. ### How do I change my phone number? Add your new phone number, then remove the old one. Go to Account and tap your name to see your phone numbers. You can have up to three. ### What if I lose my phone? Sign in on another phone, then go to Account, Signed-in devices and log the lost one out. If you’ve lost your phone number too, tap Lost your phone number? when you sign in. ### Can I change the name on my profile? Your name always comes from your photo ID, so it can’t be changed or shortened in the app. If your name has changed, go to Account, tap your name and choose Reverify with your new photo ID. ### How do I hide my face photo? To hide it from one person, open their page, tap the three dots and choose Hide face photo. To hide it from everyone, go to Account, Security & privacy and turn on Hide face photo. You can still show it to someone by choosing Show face photo on their page. Anyone it’s hidden from sees it as hidden on your card. ### How do I retake my face photo? Go to Account, Security & privacy and tap Retake face photo. You take it in the app, not from your photo library, and it must match your face to be accepted. ### How do I hide that I’m verified from someone? Open their page, tap the three dots and choose Hide verification. They’ll see you as unverified and can’t ask you to verify or open your links. They’re never told, and you can still verify them. To undo it, open their page or go to Account, Security & privacy. ### Can I use Check Twice on more than one phone? Yes. Sign in on each one with your phone number, the code we text you and a quick photo. Check Twice works on phones only, not on an iPad or a computer. ### Why am I being asked to reverify? If you haven’t used Check Twice for 24 months, we delete your face photo and you won’t show as verified. Reverify with your photo ID to carry on. ### Why is my account suspended? We may suspend an account that breaks our terms or that we suspect of fraud or misuse. Ask us and we’ll tell you why. If you think it’s a mistake, contact us. ## Links ### How do I share my link? Open your link in Links and tap Share link. When you create a new one, your phone’s share options appear straight away. If they don’t, open the link and tap Share link. ### Who can open my link? Anyone on Check Twice or only the contacts you choose. It only opens in the Check Twice app. You can see when it’s been opened. If one of your verified contacts opened it, you’ll see their name too. ### How do I stop a link working? Open it in Links and tap Delete link. No one will be able to open it again. ### Can I hide my face photo on a link? Yes. Choose Hide face photo when you create or edit the link. Your full name is always shown. ### Does a link prove who sent it? No. A link shows who made it, not who sent it to you. If they’re a verified contact, open their page and tap Verify them on their phone. ### Why can’t I use some words in my link? A link’s name and notes can’t use anything offensive. ## Still need help? [Contact us](https://www.check-twice.com/contact) By [FusedFrames](https://fusedframes.com)