How to solve Central Bank and Gov.br failures

This Monday (7th), R$ 4 billion that were forgotten by Brazilians began to be made available by the Central Bank. To be able to transfer the money, it is necessary to have an account in the Gov.br system and a level of silver or gold security in this registration — as soon as the user opens the account, the user earns the bronze level.

It is possible to increase the level by computer or cell phone, using the website or the Gov.br application. The two main ways to do this are to use the facial recognition tool on your cell phone or to log in through one of the seven financial institutions registered in the system —Banco do Brasil, Banrisul, Bradesco, BRB, Caixa, Santander and Sicoob.

There are reports of people who had difficulties in updating this registration. Below, see questions and failures that may occur and how to resolve them.

What to do if the gov.br app doesn’t work

Facial recognition flaws

Facial recognition can be done if the user has their image registered in the base of the CNH (National Driver’s License), linked to Senatran (National Traffic Department) or the TSE (Superior Electoral Court), through the National Civil Identification.

If you choose the base of CNH, the user can reach the silver level, while the base of the TSE guarantees the gold level.

Anyone who has a digital certificate from the ICP (Infraestrutura de Chaves Públicas Brasileiras) can also log in with it and obtain the gold level.

According to the SGD (Digital Government Secretariat) of the Ministry of Economy, facial recognition can be affected by lighting conditions and the excess of visual information in the environment in which the user is. Another possible problem for recognition is if the user has a very different appearance from the image present in the database.

Try to improve the lighting and go to a place with a neutral background. If this does not resolve the issue, try another form of authentication, such as through registered financial institutions.

Bank access code not enough

Check that the bank application is not blocked from sending messages to your number. Blocking this function prevents the sending of the SMS with the numerical code, which releases the login.

The Gov.br system takes time to load or does not load

According to SGD, the system was slower than the standard on Monday, due to high demand, but showed no instability. Keep trying.

The “Access my receivables” button does not work

For some people, the “Access my receivables” button, still on the Central Bank’s website, a step that directs the user to the Gov.br system, failed. According to the Central Bank, the communication problem between the systems was temporary and is now fixed.