Our account verification process usually completes instantly— 98% of the time
However, it can occasionally take up to 1 business day. We notify you by email or push notification or in-app chat once the process is complete.
But in case it takes longer than expected. It’s likely due to
Issues with your documents. Make sure you have used the accepted documents (Click here to check the full list) and that they meet the following requirements.
Only clear photos or PDFs are accepted, not screenshots or scans.
All four corners of the document must be visible and the required information must be clearly displayed.
All documents must be current. Expired IDs cannot be accepted and bills or statements must have been issued within the past 60 days.
For photo IDs, please send images of the front and back.
If the document has a signature requirement, it must be hand-signed. We cannot accept electronic signatures (with the exception of leases, where electronic signatures are acceptable).
Temporary IDs and P.O. Box addresses are not accepted.
You are attempting to create a duplicate account.
There's a manual security or compliance check that needs to be done. This helps us keep you and your money safe and helps us comply with the government bodies that regulate us.
If you haven’t heard from us within 1 business day:
Reach out to us directly via in-app chat (Mama NALA) or email (email@example.com)
We’ll let you know once we’ve verified your account. So be sure to check the email you use to log in to NALA first or look out for our Mama NALA chat notification.
If you have any additional questions, feel free to reach out to us directly via in-app chat (Mama NALA) or email (firstname.lastname@example.org) and we will respond to you.