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.
Additionally, verification encompasses more than just identity verification. It includes processes such as Trust Level 3 Verification, which involves demonstrating income eligibility, and alternative verification methods for unsupported cardholders.
Is valid (not expired)
Is a physical passport (scans or photos are not accepted)
Is a physical ID with MRZ
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
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
Liveness Check and Video Selfie Issues If the liveness check or video selfie isn't working correctly, try these steps to resolve the issue:
Improve Image Quality: Ensure a bright, even lighting setup, avoid shadows, backlight, and glare. Position your face within the on-screen oval frame. Follow the prompts smoothly.
Use Another Device: Switch to another phone or tablet if available, as hardware issues might disrupt face detection.
Check Permissions: Enable camera permissions for the nsave app in your device's settings. Reinstall the app to reset permissions.
Internet Connection: Use a stable internet connection (preferably Wi-Fi). Switch networks (e.g., mobile data) if necessary.
If you are unable to upload your passport:
Grant Camera Permissions: Ensure that the nsave app has permission to access your camera. Adjust permissions in your device's settings if necessary.
App Reinstallation: If the issue persists, delete and reinstall the nsave app. Allow the app camera permissions during setup.
Device Compatibility: If the upload functionality remains unresponsive, try using another device with better compatibility and ensure your device has camera permissions enabled.
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/ ID 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.6. Use a stable internet connection for verification. Switch to Wi-Fi or another network if the connection is unstable.
Review app notifications regularly for updates or additional actions required for app verification processing.
Factors That May Cause Verification Failures
Passport verification may fail for the following reasons:- Poor Passport Image Quality: Images must show all edges and the MRZ clearly, without glare, shadow, or backlighting issues.
Incorrect Document Type: Ensure you're using a valid physical passport or supported ID documents as per nationality.
Pending Manual Review: Repeated submissions may delay approval as they could trigger a manual review process.
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.For accounts under manual review, limit upload attempts and wait for notifications from the nsave app. Frequent re-uploads can add further delays. Follow up with customer support if the process remains unresolved for an extended period.
📣 Update: Nigerian and Bangladesh National ID Now Accepted
We’re excited to announce that users in Nigeria and Bangladesh can now verify their identity using their National ID (NID).
If you’re based in Nigeria or Bangladesh, you no longer need a passport to complete your identity verification on nsave. Simply upload your National ID or your National Identity Number through the nsave app, following the same photo and clarity requirements outlined below.
To be accepted, your NID must:
Be a valid physical card (not a slip or screenshot)
Include clear photo and text, with all edges visible
Be issued by NIMC and show your full name and date of birth
Match the country selected during signup (Nigeria or Bangladesh)
⚠️ Please note: The NID must be the official plastic card issued by the government, not a temporary slip or PDF document.
This new feature expands access to more users across Nigeria and Bangladesh. If you’re using the NID, you can still access all the same benefits including local payouts and investment tools.