How long does it take to verify my identity?
Typically, identity verification is completed within a few minutes.
However, if manual review is required, the process may take up to 3 business days, depending on the volume of verification requests. If you experience delays beyond this timeframe, please contact support@wellowallet.com for assistance.
Why do I need to verify my identity?
Wello partners with Sumsub, a leading global identity verification provider, to ensure a safe and secure experience for all users.
Wello verifies identities to:
Confirm that senders and recipients are real people.
Prevent fraud, money launder, and unauthorized transactions.
Comply with global financial regulations for secure money transfers.
What are the age requirements to use Wello?
There are no age restrictions for downloading the wallet.
To pass identity verification, you must be between the age of 18 to 110.
What should I do if my verification is pending or rejected?
My identity verification is stuck on pending
Some cases may take longer than others. Typically, identity verification is completed within a few minutes.However, if manual review is required, the process may take up to 2 business days, depending on the volume of verification requests. If you experience delays beyond this timeframe, please contact support@wellowallet.com for assistance.
My identity verification failed
If your identity verification is rejected, you will receive an email that includes the reason why it was rejected.
My ID is expired/ I don’t have the required documentation
You must have a valid ID to pass identity verification. We currently do not offer exceptions.
I need to reset my identity verification
Please contact us at support@wellowallet.com to reset your identity verification