My BVN verification failed. If you see a "maximum attempt reached" error, wait before retrying. If you're using a guardian's BVN, ensure they can provide the last five digits of the phone number linked to their BVN, as this may be required during verification.
Both my BVN details and facial verification aren’t working: At this point, the fastest fix is updating your phone number directly with your bank, once it’s updated on their end, come back and try KYC again.
I remember my BVN but don’t have access to the phone number linked to it. That’s fine, go ahead and use it. We won’t send an OTP to that number as part of this process, so losing access to it doesn’t block you here.
Can I refer someone? Referrals are paused right now. We'll let you know the moment it's back.
My facial verification isn’t working:
Make sure you’re in good lighting with your face clearly in frame, this is the most common reason it fails. If the camera doesn’t launch or the process stays stuck on “verification submitted,” retry or back out and restart to trigger a fresh capture. Follow all on-screen prompts carefully.
I don’t remember the last five digits of the phone number linked to my BVN: No problem, try facial verification instead. It exists exactly as a fallback for this situation, so you don’t need those digits to get verified.
My BVN verification failed: Double-check your details match your bank records exactly. If you see a “maximum attempt reached” error, wait before retrying. If you’re using a guardian’s BVN, make sure they can provide the last five digits of the phone number linked to it, as this may be required during verification.