If your account verification didn’t go through on first attempt, don’t worry — it’s usually something simple to fix. Here’s why it might have been rejected and what you can do next.
🔍 Common reasons for rejection
Blurry or unclear photo
Your ID or selfie wasn’t clear enough for our system to confirm your details.
Try retaking the photo in a well-lit place with no glare or shadows.
Screenshot or scanned image uploaded
Screenshots and scanned copies are not accepted.
Always upload a live photo of your original ID.
Expired document
Your ID must be valid and within its expiry date.
Use a valid passport, ID card, or residence permit.
Details don’t match your NALA profile
The name or date of birth on your ID must match your NALA account details.
Double-check that your profile information is accurate before re-uploading.
Selfie doesn’t match your ID
If your selfie looks too different from your ID photo, we may not be able to verify your identity.
Retake your selfie with a neutral expression, no sunglasses, and ensure your face is fully visible.
Document cropped or incomplete
The full ID — including all corners — must be visible.
Make sure nothing is cut off in the photo.
🕓 How to fix the issue and try again
Our team will contact you in-app or via email regarding the required documents to re-upload.
💡 Tips for faster approval
Use your phone camera (not a screenshot or file upload).
Take photos in daylight or under good lighting.
Keep your document flat and avoid reflections.
Make sure the document is not damaged or folded.
📩 Still having trouble?
If your verification keeps failing after multiple tries, contact our support team in-app.
Include:
The type of document you tried to upload.
A brief description of the issue.
A screenshot of what you are seeing on the application.
We’ll review your case and guide you on what to do next.
🔒 Your privacy
Your documents are encrypted and stored securely. They are used only to verify your identity in compliance with financial regulations.