Troubleshooting Failed ID Verification During Onboarding

Last updated: June 9, 2026

If your ID verification has failed during onboarding, this article will help you understand accepted document types, how to capture your documents correctly, and what to expect if your case is escalated for manual review.

Accepted ID Documents

The following are valid government-issued photo IDs accepted for identity verification:

  • Driver's license

  • Passport

  • Physical NIN Card (Nigerian users)

Important: Electoral or Tax IDs (such as Voter Cards or PAN cards) are NOT accepted for verification. Digital versions of national ID documents (such as digital NIN documents) are not accepted as valid identity documents for verification purposes. Green cards are also not accepted.

Document Condition Requirements

Your ID must be a valid, unexpired original physical ID (PVC/plastic card or official document). Digital copies, digital slips, temporary documents, expired IDs, or damaged IDs are not accepted.

Nigerian users: Physical NIN cards are accepted, but Digital NIN cards are not approved for ID verification. If you only have a Digital NIN card and cannot provide an alternative government-issued ID, the onboarding process cannot proceed.

Common Reasons for Verification Failure

Understanding why ID verification fails can help you avoid these issues before submission. Common reasons include:

  • Low-quality or blurry ID photos

  • Glare, shadows, or parts of the ID cut off during capture

  • ID details not matching the name or information on your profile

  • Expired or unsupported ID document

  • Face not clearly visible in the selfie or mismatch with the ID photo

Using an ID from a Different Country

If you hold identification documents from more than one country — for example, due to dual residency or relocation — you may use an ID from a different country during verification. The key requirement is that the name and details on the ID must match the bank account information you intend to use for payouts.

Tips for Successful Document Capture

Many verification failures are caused by poor image quality or technical issues during capture. Follow these steps to improve your chances of a successful submission:

  1. Use a desktop browser in a private/incognito window; disable VPN/proxy and extensions; allow camera access.

  2. Place the ID flat on a dark, non-reflective surface with bright, even lighting; avoid glare and shadows.

  3. Fill the frame with the entire ID, ensuring all four edges are visible. Hold the camera parallel to the document and avoid using filters or zoom. If prompted, capture both sides.

  4. If auto-capture keeps cropping incorrectly, switch to manual capture (if available) and take a steady, straight-on photo.

  5. Upload original, unedited images only — no filters or scans.

  6. Ensure your profile details match your ID exactly.

  7. Take a straight-on selfie without hats, glasses, or masks.

Following these steps helps the auto-scan feature properly detect and verify your ID document. Failure to follow these guidelines may result in rejection and additional review steps, which can delay your onboarding.

Manual Review Process

After a second failed ID verification attempt, your case is automatically routed to the Compliance team for manual review.

Timeline: The manual review process typically takes 1-2 business days.

What happens during review: When the ID verification status shows “Under Review”, the system will not allow further attempts until the review is completed. You will be notified of the outcome via email.

If allowed a new attempt will be grant and you will be communicated once available. There is no need to oepn a ticket to request this.