Document Verification Requirements
Before submitting your Proof of Identification and Residential Proof documents, please make sure that they comply with the following requirements:
Proof of Identification:
An acceptable document can be one of the following:
National ID card | Passport | Driver's license | Residency Card | Voters card (African region only) |
Conditions for a valid document:
It is clear and readable
All four corners are visible
It is not expired
It is in color
Copies of both sides of the document are provided
Proof of Residence:
Valid documents | Bank Statement | Tax Bill | National Address certificate (Governmental) | Utility bill (water / Electricity / Gaz / Phone / Internet) |
Invalid documents | Rental Agreement | Insurance documents | Insurance documents | Only PO Box containing documents |
Conditions of a valid document:
It is clear and readable
All four corners are visible
It was issued within the last 3 months
Your full name and residential address are shown
It is in color
The issuing authority's name is visible
How long does the verification process take?
We start the process as soon as we receive your application. It can take anywhere from 5 minutes to 2 hours. After that, you will receive any updates to your application through email.
Some common reasons for documents being rejected with solutions:
The document you have provided is not clearly readable.
Solution: Reupload a clearer copy of the document, and make sure the size is readableThe document you have provided has expired.
Solution: Reupload a document that was issued within the last 3 months.The name stated on the document does not match the name you provided during your account opening.
Solution: Registered name has to match the name on the ID card & the name on the proof of residence document.The proof of residence document only contains PO Box address.
Solution: Reupload a document that contains your full address (Street name, building)
In all cases, you will receive an email informing you of the reason for rejecting the documents