Your identity document might be rejected due to an accidental error during the onboarding process. Please make sure that your passport is:
To ensure a seamless verification process, we have detailed key steps and requirements below to help guide you through successful passport upload and verification in the nsave app. The verification process is conducted by a third-party provider to ensure compliance with security standards.
Is valid (not expired)
Is a physical passport (scans or photos are not accepted)
Matches the nationality you selected in the app
Is issued by one of the countries we currently support For a full list of supported countries, refer to Supported Countries Guide.- Includes a Machine Readable Zone (MRZ), typically found at the bottom of the identification page
Has a clear photo with all edges visible. The photo should be taken in a well-lit environment without glare or shadows
In case you do not have a valid passport, you may use a valid European residence permit as an alternative. However, national ID cards or documents, such as the German Aufenthaltsgestattung, are not acceptable for verification.
If you do not have a valid, supported identity document, we regret that we cannot open an account for you at this time. Please try again once you have the necessary document — we will be happy to assist you.
Troubleshooting Upload Issues
If you are unable to upload your passport:
Grant Camera Permissions: Ensure that the nsave app has permission to access your camera. You can adjust this in your device settings.
Reinstall the App: If the issue persists, delete and reinstall the nsave app. When prompted, allow the app to access your camera.
As a general rule, any passport from a supported country with a machine-readable zone (MRZ) should be acceptable. If yours meets these criteria but is still being rejected, please reach out to our customer support via the app or email us at support@nsave.com.
How to Ensure Successful Verification
To complete your passport verification in the nsave app:
Use a valid, physical passport with an MRZ.
Take a clear photo of your passport in a well-lit area.
Confirm the nationality in your profile matches your passport.
Avoid using multiple failed attempts as this may block your application and cause delays.
Avoid using a VPN during the verification process.
Factors That May Cause Verification Failures
Passport verification may fail for the following reasons:
Using a VPN: Verification systems may flag VPN usage and prevent approval.
Multiple Failed Attempts: Repeated unsuccessful attempts can lead to blocked applications and delays.
If your document fulfils all requirements yet continues to be rejected, please contact support at support@nsave.com for further assistance. Note that passport verification must occur within the nsave app for security and compliance reasons. Photos of your passport cannot be submitted via email or chat. If you are using an expired passport with an embassy extension, note that it may still be rejected if the Machine Readable Zone (MRZ) is not legible or compliant.