If you are experiencing difficulties accessing your account, please use the instructions below to identify the cause and find the appropriate solution.
Problems with facial biometrics access
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To correctly perform facial biometric verification, please follow these instructions, while keeping the device stable:
- Remove accessories such as glasses and hats.
- Position your face inside the yellow line.
- Ensure adequate lighting in the environment.
- If the problem persists, take a screenshot of the error screen and contact our support team in Help.
The app does not open or does not work
- Verify if you are using the latest version of the application.
- If you are outside of Brazil, confirm if the country where you are located is not on the list of countries where the Nomad app does not work.
- If the instructions do not resolve the issue, take a screenshot of the error screen and contact our support team.
I requested account cancellation and want to reactivate it
- In this case, you need to reopen your account to access the app again. You can request to reopen your account via the app. To do this, make sure your app is up to date.