This guide walks you through creating a Platnova account and completing identity (KYC) verification—from documents you’ll need, to each screen you’ll tap, plus troubleshooting and FAQs.
New users creating a Platnova account for the first time.
Existing users who need to complete or update identity verification to unlock full features (banking, cards, limits, withdrawals, etc.).
KYC (Know Your Customer) helps keep your account secure, prevents fraud, and is required by financial regulations. Completing KYC ensures higher transaction limits and access to all features.
Personal details that match your ID exactly (full legal name, date of birth, residential address).
Valid government‑issued ID (any one):
National ID (NIN slip/card)
International Passport
Driver’s Licence
Voter’s Card (PVC)
Tenancy agreement / official residence letter
BVN (if available) will be used to verify identity before generating naira account
Proof of Address (one of): will be used to verify identity before generating USD account
Utility bill (electricity/water/internet) issued in the last 3 months
Bank statement (with your name and address) in the last 3 months
Good lighting & camera for a selfie/liveness check (clean lens; avoid backlight).
Strong internet connection. If possible, use the mobile app for the selfie step.
File tips: clear images, no glare, all 4 edges visible. Supported types typically include JPG/PNG/PDF (under ~10MB per file).
Important: Your name, DOB, and address must match across your documents. If they don’t, see Troubleshooting → Mismatched details.
Download Platnova from the iOS App Store or Google Play.
Open the app → Tap Create Account.
Enter your email address and create a strong password.
Use at least 8 characters, including letters and numbers.
Verify your email: Enter the OTP sent to your inbox.
Check spam/junk if you don’t see it.
Add your phone number and verify via SMS OTP.
Set up a 4–6 digit PIN for quick login and transactions.
Visit the official Platnova site and click Sign Up.
Enter your email and password, then verify email (OTP).
Add phone number → verify via SMS OTP.
Log in and proceed to Complete KYC.
If you start on web and get prompted to switch to mobile for the selfie step, that’s normal—continue on your phone where your camera works best.
You can start KYC from the Home tab (banner) or Profile → Verify Identity.
Select your country of residence.
Choose the ID document you will upload: Passport, Driver’s Licence, PVC, or NIN.
If you select NIN, you may be asked to enter your NIN or scan a barcode/QR from your slip.
Full legal name (as on your ID).
Date of birth.
Residential address (no P.O. Box).
Take a photo/scan of the front of the ID (and back if applicable).
Ensure the ID number is clear and readable.
Confirm the preview is sharp (no blur, no cut edges) and submit.
Allow camera permissions.
Follow the on‑screen prompts: keep your face centered; slowly turn your head if asked.
Remove hats/sunglasses; avoid heavy filters or poor lighting.
Submit when the check turns successful
You’ll see a status: Submitted / In Review / Verified / Action Needed.
If action is needed, tap the alert to see what to fix (e.g., re‑capture, better lighting, unmatched name).
Once Verified, your account limits and features should update automatically.
Tiers may vary slightly depending on jurisdiction and risk checks; the app will show your current tier and next steps.
Tier 0 (Unverified): View‑only/limited functionality. No cash‑out; low limits.
Tier 1 (Basic): Basic identity submitted; moderate limits.
Tier 2 (Full): ID + liveness + address verified; higher limits and full features.
Tier 3 (Enhanced): Source‑of‑funds checks for very high limits (only requested if needed).
Enter details exactly as they appear on your ID.
Capture photos in daylight or bright indoor light.
Place ID on a dark, non‑reflective surface.
Clean the camera lens; hold your phone steady.
Don’t crop off edges or cover any text with fingers.
Avoid VPNs or unstable network while uploading.
Cross‑check spelling, middle names/initials, and date formats (DD/MM/YYYY vs MM/DD/YYYY).
Update your Platnova profile to match your ID, or use an ID that matches your profile.
If your legal name changed, attach a supporting document (e.g., affidavit/marriage certificate) when prompted.
Retake the photo in brighter light; avoid flash glare.
Lay the ID flat; keep all four corners visible.
Try switching to mobile app if on web.
Remove glasses/caps; tie hair back; face the camera straight.
Ensure your whole face fits in the oval guide.
Move to a brighter area and keep still for a few seconds.
If needed, restart the app and try again.
Switch between Wi‑Fi and mobile data.
Disable VPN.
Update the app to the latest version and clear cache/storage.
Try again after 2–3 minutes.
Provide a document issued within last 3 months with your full name & address.
Ensure the issuer logo, date, and address are clearly visible.
If the address differs from your ID, that’s okay—address proof just needs to match your current residence.
Confirm the digits entered are correct and belong to you.
Ensure your phone number or email linked to BVN/NIN is active for any OTP step.
If your BVN records are outdated, consider updating them at your bank; otherwise use NIN.
Your documents are encrypted and handled via a secure verification portal.
Files are used only to verify your identity as required by financial regulations.
Never share your OTP, password, or full card details with anyone—including Platnova staff. Platnova will never ask for your PIN or full OTP in chat.
Go to Profile → Verify Identity
View your current tier and any pending Action Needed tasks.
If you see a request to re‑submit, follow the instructions; only re‑upload the items requested.
Use the in‑app chat from Help & Support with these details for faster help:
Email and phone number on your account
App version (Profile → About) and device model/OS version
A brief description of the step you’re stuck on
Exact error message or a screenshot of the error
Time the error occurred and your internet type (Wi‑Fi or mobile data)
You can also reach us via the official support channels listed in the app.
Q1. Can I complete KYC if I’m not in Nigeria?
Yes—use your passport and current residential address proof for your country of residence. The available document types depend on your selected country.
Q2. I don’t have BVN. Can I still verify?
Yes. You can use NIN (or your Passport/Driver’s Licence/PVC as prompted). BVN helps, but it’s not mandatory if you provide accepted alternatives.
Q3. How long does verification take?
Most reviews are completed quickly. You’ll see your live status in‑app under Verify Identity. If extra checks are needed, we’ll notify you.
Q4. Why was my application rejected?
Common reasons: unreadable ID, expired document, mismatched name/DOB, incorrect address proof, or failed liveness. Fix the item shown under Action Needed and resubmit.
Q5. Is there a fee for KYC?
No. KYC verification itself does not have a fee.
Q6. Do I need to re‑verify later?
You may be prompted to refresh documents if they expire or if you update key details (e.g., name change, new address).
Install app → Create account → Verify email/phone → Set PIN.
Open Profile → Verify Identity.
Select country → Choose ID type.
Enter personal info (name/DOB/address; BVN or NIN if in Nigeria).
Upload ID (front/back).
Complete selfie/liveness.
Upload proof of address (if requested).
Submit → Monitor status → Fix any Action Needed → Verified.