The onboarding process requires to send a video of yourself through the app saying a specific phrase. Unfortunately the app was unable to record audio. And that was the end of it. Other similar verification processes (from other companies) usually worked with taking pictures. They worked with apps or websites. Most importantly they work. From the helpdesk you get generic advice, like reinstall the app, restart the phone. Okay, software can have bugs. Technical issues are normal. But when workarounds are not even considered ("no, it has to be through the app"), this just gets frustrating. It seems, App-only is not a feature. It is a bug. And while the helpdesk is relatively responsive, it seems to be locked into a script. (As such, satisfaction starts higher, and bottoms when you realise your time is just being wasted) Perhaps it works for the "majority". As long as you are not doing anything off-script.