The app isn’t working — what should I do?
Quick answer
Find the message the app shows you: almost every one has a specific fix. The most common: type your number as 11 English digits starting with 010, 011, 012 or 015 (no +20); wait a full minute between code requests and use only the latest code; after 10 wrong tries or 5 codes in an hour you are paused for a while. If the app says your account is suspended, or you see an empty account after signing up again, do not open another account: WhatsApp us on +20 120 179 2202 with your registered number and a screenshot.
Find the message you see
The app nearly always tells you what went wrong. Match the message on your screen to the row below. Messages appear in English or Arabic depending on your app language; a few are in English only.
| Message on screen | What to do |
|---|---|
| Please provide a valid Egyptian phone number | Type 11 English digits starting with 010, 011, 012 or 015. No +20, spaces or dashes. |
| A code was just sent. Please wait one minute before requesting another. | Wait a full minute, then tap resend. |
| Too many requests, please try again later | You requested 5 codes in an hour, or typed 10 wrong codes or PINs. Wait 15 minutes (up to an hour for codes), then try once, carefully. |
| Invalid verification code | Type the code from the latest SMS only: each new code cancels the one before. Still failing? Request a new code. |
| User not found | The number is different from the one you started with. Go back and enter your number again. |
| Incorrect phone or PIN | Check the number starts with 01 and type your 6-digit PIN again, or tap Forgot PIN?. |
| Something went wrong | When asking for a code: the SMS service had a short problem, try again in a few minutes. When entering a PIN: your sign-up may not be finished; contact us. |
| Your account has been suspended. Please contact support. | Usually your national ID is already verified on another Amtaar account. WhatsApp us; do not open another account. |
| Face verification failed | Retry using the ID and selfie tips below. If it fails twice, contact us. |
| Email already in use by another account | Each email works on one account only. Use another email, or contact us if it is yours. |
| You must complete all profile verification steps… | Finish all four checks: phone, email, PIN and face check. Fingerprint is optional. |
| A new version of Amtaar is required | Update the app from the App Store or Google Play. |
| Wallet top-up is temporarily unavailable… | A temporary pause on our side; your account is fine. Try again later. |
| Invalid token. Please log in again. | Your session ended, for example after a PIN reset. Log in again. |
| Account holder name does not appear to match your verified identity | The bank account must be in your own name, as written on your national ID. |
| IBAN format is invalid | An Egyptian IBAN is EG followed by 27 digits, 29 characters in all. No dashes. |
Signed up again and your account is empty?
Your mobile number is your account. If you sign up with a different number from the one you invested with, the app opens a new, empty account: your shares and wallet are still safe on the original one.
Do not complete the face check on the new account. Each national ID can be verified on one account only, so the second account is suspended automatically. Log in with your original number instead; if you changed your number, WhatsApp us with both numbers and the team moves your account to the new one.
ID scan and face check
Use your original Egyptian national ID card, not a photocopy or a photo of it on another screen. Scan the front side, flat on a dark surface, with all four corners in the frame and no glare from a lamp or the flash.
For the selfie, face a window or a light so your face is evenly lit, take off glasses and hats, hold the phone at eye level and keep still until the app finishes. A slow connection can interrupt the check, so use Wi-Fi if you can.
Blank screen, crashing or stuck loading
Update the app from the App Store or Google Play, then close it fully and open it again. Check that your phone has an internet connection and that the date and time are set automatically. If it still does not open, reinstall the app: your account and investments are not affected, you log in again with your number.
Before you contact us
Send us your registered mobile number, a screenshot of the message, the time it happened, and your phone model. With those, the team can usually fix the problem in one reply instead of several.
WhatsApp the Amtaar team →
