The app wants a face scan or a security review.
“It asks me to scan my face before I can pay.”
What to do now
Try these in order. Stop as soon as one works.
-
Complete the face scan in good light
Remove glasses and hats. Hold the phone at eye level and follow the on-screen circle.
About 3 min -
Match your passport name exactly
Use the same spelling, spacing, and order as the passport. Do not use a nickname.
About 2 min -
Wait for the review result
Most reviews finish within a day. Keep a cash backup and use a second app meanwhile.
About 5 min
Why this happens
Ranked by how often it is the cause.
A new account or a new phone triggers an identity check.
Complete the check on the same device you used to register.
Likelihood: high
The account name or passport details do not match.
Compare the app profile with your passport photo page.
Likelihood: medium
An unusual payment pattern paused the account for review.
Wait for the review window shown in the app, or contact support.
Likelihood: medium
If that does not work
Get out of the queue first. Solve the payment later.
- Pay cash while the review runs
Every counter accepts RMB notes.
- Use WeChat Pay if it is already set up
A second wallet keeps you moving.
- Charge purchases to your hotel room
Staffed hotels can settle the bill later.
Setup guide: Alipay vs WeChat Pay for Foreigners: Which to Set Up First At this place: Paying at a Pharmacy or Hospital in China as a Tourist
Related problems
Independent guide. Not affiliated with Alipay, WeChat Pay, or any card network. Rules checked 2026-10-26 (version 2026-10). Found a different error message? Send it to us.