HooYu Reviews 

Hooyu just simply doesn't work. NatWest cannot be generating any new business with this in place. I wonder how long it takes them to realise.

Same as everyone else, this service doesn't work.

It rejects any picture, even a pitch black photo as 'Document upload failed. Please check file size does not exceed 30MB and try again'.
But my pictures max out at ~3MB, and the website doesn't have any settings to adjust the picture it takes.

When trying to validate my face; it keeps saying 'An error occurred when trying to upload your selfie. Try again.'
Regardless of light, facial hair, clothes or glasses; it fails every time.

More than 30 attempts on 3 different weeks, and it's still broken.

UPDATE -- You can make it work:
Ignore the instructions to use Hooyu on your phone; instead do it on a laptop.
You can upload images of your ID which has a much higher chance of being accepted. And the face picture via webcam oddly works; despite the quality being much lower than a smart phone selfie.

Still 1-star as this really should work on mobiles, and none of their communications suggests using a laptop as a workaround.

Will not accept my documents. Went to Yorkshire Building Society branch where staff were lovely, but could not help.I shall be trying another bank without this HooYu rubbish. Unable to open bank account. Will have to go elsewhere. Deserve negative stars.

My initial reluctance to hand over my sensitive personal details to a company that names itself using toddlerspeak proved prescient.

First obstacle: Tells you to take off your glasses for photo then gives text instructions you can't read without glasses.

After that it got worse and worse, as other reviewers here have amply described. After several days of trying to get it to work I ended up sending my documents directly to the conveyancer by email.

A worse than useless app. It's mind boggling that so many big companies are using it (and losing customers because of it).

Absolutely rubbish won’t verify my proof of address with the paperless system I have.

NatWest/Ulster bank you will lose customers over this system, you need to read these reviews

I am speechless after making 10 attempts to verify my ID with this shocker of a system. Apparently you need to be a professional photographer, but even then they reject your photos of your ID. Nat West need to bin this off, it's rubbish and very frustrating.

Trying to open an account with NatWest Ulster, who in their supposed wisdom have signed up with this hopeless bunch. I am 74 years old and do not have a smartphone (from choice). Therefore, I was using a computer NOT a phone. I have been a customer of RBS/NatWest for over 30 years. Why did they not ask these questions, rather than use this incompetant digital system; nothing works as it's supposed to. I was about to deposit house sale funds. They've lost the business to another company.

Had exactly the same experience as everyone else yesterday, unable to successfully upload data via the app !
However, it was easy to do it this morning on the web using Applemac.
Really not good enough, especially upsetting after using NWB for the last 50+ years !

Asked to provide even more proof of address (after already uploading multiple such documents) but the only two options it gives this time are not available. Seems that you can't use a document you've used before and if you don't have a mortgage in today's economic world you don't exist for them.

Cannot believe a reputable bank would still use these guys for ID checks. After numerous attempts and calls to Nwest support, I was eventually told not to use Chrome but old school internet explorer or firefox instead. Whilst this did eventually work Hooyoo's subcontracted helpdesk - 'Mitek systems' were still trying to tell me that I had not uploaded relevant ID and tried to explain to me what is meant by 'photo ID'. Unhelpful, patronising and incompetent.

At first i couldn't use this site. Mobile app is very bad and couldn't take a selfie or picture of documents. I transferred to desktop site and was able to upload a picture and documents from my files which was brilliant. Everything was verified and successful first time and quickly. I agree using the mobile version is pants so recommend using the desktop site and not even bothering with trying to use the mobile app. Once on that, your away.

Endless threatening emails and text messages from a bank that I've been with for over 10 years. I think it's to do with the Inland Revenue. Its very strange that no other banks have adopted this MI5 attitude only RBS and Natwest. Just found out that HooYu is owned by an American Co. that also owns 192.com. So how do we know that the information we give is SAFE ? The UK side of the business isn’t very profitable.

Professional photographer and (10 attempts later) even I can’t submit a photo of ID or passport it’ll accept.

Virgin Money you loose a new customer…

TERRIBLE!! WONT TAKE PHOTOS. AN ABSOLUTE HEADACHE! DONT EVER USE IT. THEY REQUEST PHOTOS OF YOUR CREDIT CARD AMD DONT ALLOW YOU TO BLANK OUT THE SECURITY CODE! DODGY ASF!!

Having the same problems as many others. Complete all the requirements and then told that the documents are not acceptable by the solicitors who have asked for the checks. I suspect HooYu only checks the documents are readable and the company wanting them rejects them with no explainaion. Can’t uplaoad photos of paper documents because all mine are on paperless systems and I can’t print them. Company won’t accept screenshots so completely stuck. Rubbish system and way of working. Better to use companies that have a local branch to show them ID on you phone !!

Shambles. Doesn't work, no flexibility for understanding things like a surname mismatch due to recent marriage - no option to provide said marriage certificate as support. Awful system and can't understand how it's being used by big players.

No stars would be better trying to get it to accept my son's passport an hour of trying and still not right, it's a mess this and needs fixed

I tried on several occasions to complete the ID process via HOO YU. It would appear to accept the document only for an email the following day telling me to try again. The documents meet the criteria, were clear and sharp images, I can do no more so have given up.
Nat West you have just lost a new customer.

My document was not accepted by Hoovu. It asked me to check the file size - it was tiny, a fraction of the amount allowed. I can do no more than take a photo of the document and submit it. There's no help if Hoovu won't accept your document. I had this trouble when trying to set up another account. In the end, the local branch emailed my documents to a central place - and even then, they didn't process it.

3 different natwest group accounts have been rejected because of the pathetic hooyu system. its a vile and infuriating system. Natwest group are losing out millions by using this ropey mess of system.