If you encounter an issue with your identity verification, you should typically see a screen that helps you understand the error and how to resolve it.
As a reminder, we only accept valid passports. Identity cards, driver's licenses, or voter cards are not accepted. Expired passports are also not accepted.
If you experience any of the following problems:
Inversion of your first and last name
Discrepancy between the data on your passport and your Moneco profile
Error in your title (Mr./Mrs.)
Error in your last name
Error in your first name(s)
Error in your date of birth
Then, modify the information in your Moneco application: Settings > Edit my profile > Save, and your identity verification will be automatically validated.
If the error message concerns the quality of the passport photo, submit your passport again following these guidelines:
Lay your passport flat on a table.
Capture the entire width of the document (all four corners) and ensure that the information is clearly visible (avoid hiding any information with your hands).
Avoid reflections that may obscure certain information.
Take the photo in a well-lit area; photos with shadows or insufficient lighting will be rejected.
Once your identity documents are accepted, you will only need to complete our KYC form, sign our General Conditions, and secure your Moneco account with a PIN to fully utilize your Moneco account!
If your problem persists, contact us via the chat in your Moneco application: Settings > Report a problem.