If we cannot verify your identity, go to “Settings”, then “Identity Verification”. In most cases, the reason is shown there. Read it before you try again, so you can fix the right thing.
To understand each level, see: What is KYC and how does it apply to Cardtonic?
In Ghana? See: Ghana KYC: how to verify your identity
Common reasons and how to fix them
Unclear ID photo: take a new photo of your original ID with your phone camera. Show all 4 corners, keep the text sharp, and avoid glare. Screenshots and edited photos are not accepted.
Selfie: take a new selfie in good light. Remove glasses, hats and masks, and keep your face inside the frame.
Wrong or expired ID: upload a valid government ID that has not expired, and include every side or page the app asks for.
Details do not match: check that your ID number and BVN are correct. Your name and date of birth must match your ID exactly.
Proof of address: upload a clear document that shows your full name and address and is dated within the last 6 months. A utility bill or a bank statement works.
The check could not finish: this can be a problem on our side. Try again later from “Settings”, then “Identity Verification”.
When trying again will not help
If the result says we could not verify your identity and asks you to contact support, we cannot accept another attempt in the app. Contact support via in-app chat. If this happens with Advanced verification, your Basic verification is not affected.
ID already linked to another account
Each ID can be linked to only one Cardtonic account. If your ID is already linked to another account, you cannot verify it on this one. Contact support via in-app chat, and our team can help you use your existing account.
If you see this message on Advanced verification and used the same ID for Basic verification on this account, contact support so our team can check it.
Please note: If you send the same photo or details again without fixing the problem, the check will likely be rejected again. Contact support via in-app chat if you have fixed the problem and your check is still rejected, or if a Ghana ID check is still pending after 72 hours.