How do I verify my account?

As of August 2021, Mistplay is taking more steps to protect the security of your account using face verification. Read more about why we're introducing face verification here. We will let you know when it is time to verify your account. Please note that this is a one time verification and will not need to be processed for future gift card purchases afterwards.

Here is a quick guide to how the process works:

1. The next time you order a gift card, Mistplay may ask you to verify your face. A page titled Verify you're human will pop up. Press CONTINUE to start the process.
2. You will be prompted to enable your camera for the few moments it will take to verify your face. Press ALLOW to continue.
3. Our partner Facetec will walk you through the face verification process. You will be prompted to frame your face so that Facetec can take a video selfie. Here is a checklist to guide you through the process:
   
   • Do you have a neutral expression with nothing covering your face (ex. glasses, masks)?
   • Does the device you are using have a well-functioning front camera?
   • Is your camera clean and free of dirt and smudges?
   • Are you in a well lit space that does not cast a large amount of shadow on your features?
   • Is there a glare or bright light shining on your face? (This should be avoided.)
   • Have you tried changing your location? (i.e. by moving to another room.)
4. Once we've verified your face, you should receive a pop-up dialog confirming that your order is being processed!

The verification process is entirely anonymous, and we will never share or store your picture or video.

I'm still having trouble verifying my account:

• I'm getting an error message that says "Face verification failed."
• I'm getting an error message that says "You're already registered."
• I'm getting an error message that says "Seems like something’s wrong."

If you have a question that isn't covered in the FAQ or are running into a problem, please contact our support team.