I'm getting an error message that says "You're already registered."

The Mistplay system only allows for each player's video-selfie to be associated with a single account. This means that a single person will not be able to verify multiple accounts.

If the system detects that your information has been used to redeem rewards in another account, you will receive the following error message:

If you believe this message to be inaccurate, you may attempt to provide a video-selfie up to five times in total. Please use the questions below as a guide to support you through the process:

• Have you made certain that nothing is covering your face (ex. glasses, masks)?
• Do you have a neutral expression? 
• Does the device you are using have a well-functioning front camera?
• Is your camera clean and free of dirt and/or 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)

If you are aware that you may have already verified another Mistplay account and would like to explore your options, or if you require further assistance, please reach out to our support team.