Not working Revolut app

[Viktoras]

Hello. My extremely unpleasant experience began when I purchased the overpriced (relative to its actual quality) Asus Zenfone 11 Ultra 512GB, but the real frustration peaked around November 8, 2025. I was shocked to see how the support from a brand like Asus operated more like childish amateurs or outright scammers.

Over about 10 days, I communicated with Asus support as they kept sending me template replies with no concrete solutions—just stalling and wasting my time, clearly on purpose. When their scripted delays ran out, they suddenly requested system logs, even though the issue with the Revolut app had already resolved itself with an update, making it impossible to provide evidence of the original error.

When I confronted them in my final message, expressing that I saw through their antics and felt cheated, Asus disappeared, only to send me a satisfaction survey later asking how I rated their service. Below, you’ll find the full record of my correspondence so you can judge for yourself. As for me, moving forward I will avoid Asus products entirely—I wouldn’t even consider them again.

2025.11.10

[Problem Description]
Hello,I would like to express my deep disappointment with your Asus Zenfone 11 Ultra device. I am a professional user who purchased this device expecting top quality, but I am facing several critical issues that have seriously impacted my work and daily life.First of all – this is the only flagship on the market that still does not support the USB3 standard. This is completely unacceptable in 2025, when even mid-range devices already have high-speed data transfer support.Second, the fingerprint sensor is the cheapest and most unreliable option I have ever used. Its performance is poor, it frequently fails to recognize my finger, it is slow, and absolutely unsuitable for professional situations where speed and security are essential.Third, the camera. Despite having a Sony sensor and a 6-axis stabilizer, the photo quality is disgraceful: focusing takes a very long time, and the final result is only suitable for social media, not professional use.Fourth, I want to especially highlight the incident with the Revolut app. Because of your software/company decisions, Revolut became completely unusable for me, even though my phone is legal, running official firmware, and has never been rooted or modified. This situation has caused me serious financial and practical difficulties! Restoring the factory settings DOES NOT HELP and this is a device (as well as your Android 15 ROM) problem.I am dissatisfied with the product and request the following:Compensation for the losses and expenses I have incurred.Or accept the device return and refund me the full amount I paid.I expect a concrete answer, not generic phrases about future updates or “restoring factory settings,” since this problem is only solvable by changes in software and/or hardware!

2015.11.11

Thank you for your trust in our ASUS support.

My name is Cosmin and it is my pleasure to help you with the issue.

I am sorry to hear that you are facing an issue with your Asus product Zenfone 11 Ultra. I would like to inform you that Asus cannot replace your product during the warranty period. Asus will repair your product during the warranty period at one of our authorized centers, at no cost to you, if the product has a defect covered by the warranty. To find out more about the terms and conditions of the warranty for Asus products, please access the link below:

https://www.asus.com/support/images/upload/543139f2-0aec-4cd9-ab2b-36d2754d3e7d.pdf

To be able to send your Asus product for a more detailed examination at one of our authorized Asus repair centers, please contact one of them directly by accessing the link below:

https://www.asus.com/support/service-center/lithuania/

We also invite you to access the MyAsus application, meant to make the most efficient use of your Asus product:

https://www.asus.com/support/FAQ/1040339

https://www.asus.com/support/FAQ/1045650/

We hope that the given information will be useful and we wish you a great day.

Best Regards,

Cosmin

ASUS Technical Support.

My answer

Thank you for your response. However, your template reply did not address the actual technical and quality issues I detailed in my original message.I want to emphasize the following:My Zenfone 11 Ultra is a fully official, stock, and unmodified device. All software is original, and no unauthorized changes or rooting have ever been performed.Restoring factory settings does NOT solve any of the issues described. The persistent problems include:Lack of USB3 support in a flagship category device, which is a clear hardware deficiency in 2025.The extremely unreliable and cheap fingerprint sensor—significantly below the standards expected of a high-end product.Camera performance is deeply unsatisfactory: focus is slow, image quality is poor, even with high-end hardware specs.Most critically, the Revolut app is unusable on this device. This is not an isolated issue, and it affects other official Asus software users as well. My phone is recognized as “modified” (integrity check fails), blocking access to vital financial services, even though the device is as-shipped from Asus.As a professional user, these are not minor inconveniences—they have a direct and severely negative impact on my work and everyday activities. Referring me to warranty repair is irrelevant here, as these are core product and software design issues, not accidental defects.I insist that my complaint be escalated to a senior specialist or product manager who can evaluate these systemic faults and offer a real solution.Stating that “replacement is not possible, only repair” is not acceptable if the device’s core functions do not meet industry or Asus’s own premium standards. Please provide me with:Options for a complete refund or return.Concrete plans for addressing the well-documented software and security compatibility issues—especially the Revolut incident.A clear acknowledgment that these troubles are not due to user action, but are systemic to the Zenfone 11 Ultra.I am prepared to escalate this complaint to the consumer protection agency (VVTAT Lithuania) if these issues remain unaddressed.I expect a substantive answer rather than a generic warranty script.

2025.11.12

ASUS

As I mentioned in the previous email, Asus cannot replace your product during the warranty period. Asus will repair your product during the warranty period at one of our authorized centers, at no cost to you, if the product has a defect covered by the warranty. Also, only the Asus authorized repair center can decide whether the product can still be repaired or not, in order to be able to offer a denial of service for it and you can receive a refund for it or a replacement product.

Therefore, I still recommend that you contact one of our authorized Asus repair centers directly by accessing the link below, in order to be able to send the product for a more detailed examination.

My

Are you seriously ignoring the fact that warranty service cannot solve the Revolut issue? This is not a physical defect or accidental failure. The problem is with your device’s software and integrity check, which makes official, untouched Zenfone 11 Ultra phones unable to use essential banking services like Revolut.No authorized repair center will fix software flaws or compatibility issues with finance apps that are caused by Asus firmware design or system updates. Factory reset and service center diagnostics will not do anything when Revolut continues to be blocked intentionally by your software’s security/integrity implementation.Please answer honestly:Are you aware that this is a widespread software issue, not an isolated hardware fault?Will Asus actually address the Revolut (and similar app) compatibility for official, unmodified phones – or just keep redirecting users to warranty service, which cannot help?Your current response completely ignores this reality, and you should escalate this ticket to a team that actually deals with software engineering and compatibility.I expect a clear answer regarding whether Asus plans to solve this on a system update level, instead of hiding behind warranty procedures that never work for such cases.

ASUS

Dear Mr.Viktoras Kviatkauskis,

I would like to inform you that I will escalate your case to our higher department that deals with such situations. When I receive a response from them, I will contact you at this email address.

Best Regards,

Cosmin

ASUS Technical Support.

2025.11.13

I would like to inform you that following the escalation made by our superior department, they returned with a response and informed me that the technical solution for this situation was released by Google end of September, new update, however users must manually check for thew update if they have dismissed the pop up with notification of the new version FOTA check System -> System updates -> Check Update

Best Regards,

Cosmin

ASUS Technical Support.

My

Dear Asus Support,As a professional user, I always keep my device up to date and manually check for system updates. When Revolut stopped working on my Zenfone 11 Ultra, I verified that there were no new updates available—my phone had the latest version installed. The issue is not related to outdated software or user error; it is a clear software compatibility problem that I believe needs to be addressed by Asus at the engineering level.Your responses so far have been generic and do not address the real problem. I am disappointed that Asus seems indifferent about losing a dedicated,  customer. If Asus does not make a genuine effort to resolve this situation, or at least provide an honest and technical explanation, I will have no choice but to make my experience public through relevant tech forums, social media channels, and consumer advocacy sources.Please treat this issue seriously and provide either a concrete engineering solution, or an official statement that acknowledges the persistent compatibility fault. Otherwise, it is clear that Asus is not interested in maintaining customer relationships or product quality.

2025.11.14

Dear Mr.Viktoras Kviatkauskis,

I would like to inform you that I will escalate your case again to our higher department that deals with such situations so that more checks can be made regarding the situation you are experiencing. When I have a response from them, I will contact you at this email address.

Best Regards,

Cosmin

ASUS Technical Support.

2025.11.17

I would like to inform you that following the escalation to our higher department, they came back with a response and told me that since this issue is fixed in version 35.1210.1420.150, you may need to provide more information.

1. What is the error message in the Revolut app?

2. Could you guide the user to capture the log so that R&D can check what is causing this issue?

These are the steps you need to take to capture the log.

1. Start Screenrecorder

2. Start the Log tool (calculator → .19595+= → general cases)

3. Open the Revolut app and check the error message

4. Stop the Log tool (calculator → .19595+= → general cases)

Best Regards,

Cosmin

ASUS Technical Support.

​My

Hello Asus Support,

I want to clarify that I diligently documented the Revolut issue with screenshots and repeatedly asked for a proper solution from your team. However, your support only asked me to provide system logs after ten days, when the application was finally fixed by an update and was already working – thus, gathering the necessary technical proof of the original problem became impossible.I consider this approach a case of delaying and avoiding responsibility. I am frustrated and disappointed, and as a  user, I expect accountability and a review of this support interaction. Attached are the screenshots I still have as primary evidence. I request this case to be escalated to management for review.If Asus does not acknowledge the technical support failure and the poor handling of my case, I will publicly share the situation in online tech communities and contact consumer rights agencies.  

Additionally, when I previously tried to submit the official support claim through your system, it was impossible to attach evidence—your platform repeatedly displayed a message stating that I should wait, but nothing happened for hours or even a whole day. I also checked my network monitor, which showed zero data transfer during the upload attempts, confirming that there was no data being sent or received.Only after several days, when I decided not to attach screenshots, was I finally able to submit my support request—this raises further justified doubts that the Asus system might intentionally prevent users from submitting evidence, making it easier for support to dismiss cases without proper documentation. This experience seems designed to delay and discourage users from properly reporting issues.

[Monkey726]

Buddy, I don’t think the moderators on this forum have ANYTHING to do with the phone’s production, its design, or the hardware decisions behind it. They are here pretty much just to help with the software-related questions users have

[Viktoras]

Buddy, this forum is still part of the official Asus ecosystem, and people who read it – including potential buyers – form their opinion about the brand based on what happens here. Moderators may not design the phones or choose the hardware, but they are the only “human face” of Asus I can still reach after official support spent 10 days stalling, ignoring my points and refusing to have a meaningful private discussion.That’s why I’m bringing up design, hardware quality and support behaviour here – not because I personally blame the moderators for engineering or management decisions, but because Asus left me with no other channel that actually listens and responds to all the issues raised. If Asus does not want to address this feedback behind closed doors, it naturally moves into a public forum where other users can see it and decide for themselves what kind of company they are dealing with.

[Monkey726]

Well yeah, it’s a good idea to make the problem public. Your post really does fit the idea of sharing your experience with others who might need it. But your reply to their sort of standard “install the latest update and it should work” answer focused only on hardware and design issues, which is why I pointed that out(it's just not what the moderators are here for). In your place, I’d ask about a possible refund in that reply, since that’s what you wanted in your original post

[Viktoras]

I agree that making the problem public is exactly the point of my post – not just to get Revolut working, but to show how Asus handled the whole situation from start to finish. This is no longer just a technical question about “install the latest update”.The reason my reply focused on hardware, design and support behaviour is that Asus had 10 days and several private tickets to deal with this properly. During that time they ignored most of my arguments, kept sending templates, delayed asking for logs until the issue had already auto‑fixed, and even made it difficult to upload evidence.At that stage, it’s not my job to keep politely “asking about a refund” as if this was a fresh case. The point is to document how a paying customer was treated and let other users – and Asus – see the full picture. A refund is only one part of it; the bigger issue is that this kind of support behaviour should not be acceptable for a flagship‑class product.