Managing Proof of Address Verification in the nsave App
Overview of Address Verification
The nsave app requires valid proof of address documents as part of your account verification process. This helps ensure compliance with regulatory requirements and maintain account security. Users may be prompted to upload or re-upload documents at various stages, and understanding the process can help avoid delays.
Uploading and Re-uploading Proof of Address
Initial Submission or Re-upload
To upload or re-upload your proof of address, follow these steps:
Open the nsave app and navigate to the section for managing personal details. Look for an “Action Required” notification related to your proof of address.
Tap on the “Re-upload” or “Upload” button if prompted.
Prepare a document that meets the requirements (e.g., utility bill or government letter showing your full name and address) and ensure it is clear and complete.
Verify that the address entered in the app matches exactly with what appears on the document.
Select the "Continue Anyway" button to submit the document for manual review.
If you cannot find the upload option, ensure the app is updated to the latest version. Close and reopen the app, and modify font/density settings if necessary, as very large font sizes may hide buttons.
When No “Re-upload” Option is Available
If a document is already under manual review, you cannot re-upload until the review is complete. If needed, the app will notify you and provide options to submit a new document.
Document Requirements and Common Issues
For documents to be accepted, they must:
Show your full name and residential address.
Be dated within the last 3 months (or 6 months for specific cases).
Be clear and legible, avoiding cropped or blurry images.
Be in English, matching the address you enter in the app.
Examples of acceptable documents include:
Utility bills
Bank statements
Lease/rental agreements
Official government letters
Ensure all information is visible when taking photos or creating PDFs. Place clear, combined images of IDs or documents into one readable file for upload.
Understanding the Review Process
After submission, your document may:
Appear as “Under Review.” In this case, just wait for the review to complete. Manual intervention to expedite this process is not possible for security reasons.
Require a “Re-upload.” This is standard if additional validation is necessary, as the system aims to ensure the information is current and accurate.
Trigger due to mismatched geographical locations, which may need further manual verification.
Show "On process" or "Under review." This indicates your documents are being assessed, and updates will be sent via the app when ready.
Display "Under manual review." This status means a human reviewer is verifying your document, and no immediate action is required unless prompted.
You will receive notifications in the app about the status of your submission and any further actions required.
Understanding Verification Status Timings
While the app strives to handle verification quickly, processing times vary. "Verification is processed" indicates no pending user action, and users are informed if steps are needed. Ensure patience during peak periods as processes complete at designated paces. During periods of high activity, verification timelines may extend due to additional checks, such as regulatory compliance measures.
Frequently Asked Questions
Can I ignore re-upload requests if my account shows as active?
No, transactions may remain restricted until a compliant proof of address is uploaded and confirmed. Ensure all verification steps are completed, even if other details like NIN are already verified.
Why might my document require manual review?
Manual reviews may be triggered due to discrepancies like mismatched geolocations or when your document does not meet requirements. This is a security measure and not indicative of a problem. Typically, manual review takes a few days depending on factors like security checks and compliance needs. Notifications will inform you once complete.
Should I re-upload my document during manual review?
No, avoid re-uploading if a document status shows as “Under manual review.” Only re-upload if specifically prompted in the app. By following these guidelines and ensuring compliance with document requirements, you can complete the address verification process smoothly in the nsave app. Always refer to in-app notifications for status updates or further instructions. If a "Re-upload" option is visible during review, it is normal. Select "Continue Anyway" and wait for the review completion notification.