Troubleshooting Failed ID Verification During Onboarding

Last updated: June 3, 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:

  • Passport

  • Driver's license card

  • Physical NIN card (Nigerian users)

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.

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 good lighting and avoid glare on the document surface.

  2. Capture the full card, including all edges, and both front and back if prompted.

  3. Keep the card flat and hold the camera steady; avoid using filters or zoom.

  4. Disable any active VPN before starting the verification process.

Following these steps helps the auto-scan feature properly detect and verify your ID document.

Manual Review Process

In some cases, your submitted documents may be escalated to a Compliance team for manual review. If your case has been sent for manual review, no further action is required on your end. Simply wait for the outcome of the review before taking any additional steps. You will be notified once the review is complete.

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.