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What this is

This is the cardholder identity verification page under the card issuing module in the merchant dashboard (page title “Personal Details”). Cardholders fill in identity information here to complete verification — a card cannot be used until its holder’s identity is verified. The system determines, based on requirements, whether you need to fill in personal details only, also upload ID documents and a selfie, or additionally complete face verification: the simplest flow is personal details plus residential address; a stricter flow also requires ID document and selfie upload; the strictest requires face verification. After submission, the team reviews it, and the review result determines whether the card can be used.
Which verification level is required is determined by the system based on the card product’s requirements; the cardholder cannot choose. The X in the top right closes the page and returns to the card list.

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Steps

Base flow (required in all cases):
  1. Open the “Personal Details” page; the top explains “We need this for security purposes. Once verified by our team, you will have instant access to your new card.”
  2. Under “Your personal details,” fill in the information exactly as printed on a government-issued ID: Legal first name, Legal last name, Phone number (with country code, default 65), Date of birth (format YYYY-MM-DD), Nationality.
  3. Fill in Residential address (where the cardholder lives): Country, City, Address line1, and Postal code are required; State and Address line2 are optional.
If the system requires ID document upload:
  1. In the “ID Documents” section, select Identification type (ID Card / Passport / Driver’s License), and fill in Identification number (up to 50 characters) and ID Expiry date (must be after today).
  2. Upload your ID documents: click or drag and drop to upload, up to 5 files, each ≤ 10MB, JPG/JPEG/PNG/PDF supported; requirements: “Both sides / Clear and visible / Not expired.”
  3. Selfie Photo: take or upload one clear selfie for identity verification; only one is allowed (JPG/JPEG/PNG, max 10MB).
  4. Click Submit details in the bottom right. On success it shows “Personal details submitted successfully!” and returns to the card list; on failure it shows “Submission failed. Please try again.”
If the system requires face verification (two steps):
  1. After filling in personal details and residential address, click Next in the bottom right.
  2. Enter the “Identity Verification” step and follow the prompt “Complete face verification to finalize your KYC process” to complete face / document verification in-page.
  3. Once face verification is complete, click Submit (the submit button is disabled until it’s done). Use “Back” to return to step one and make changes.
  4. If the system determines no further face verification is needed, it directly shows “Identity Verification Complete,” with either “No additional verification required” or “Your verification is under review.”

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Fields and statuses

Personal details fields: Residential address fields: ID Documents fields (shown when document upload is required): Other Documents (Other Documents section): only appears when the review requires supplementary material, for uploading additional verification files as requested (also up to 5 files, each ≤ 10MB). Page states / prompts:

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Edge cases and troubleshooting

  • Submit button is grayed out / unclickable: required personal-details/address fields are not all filled in; if document upload is required, you also need to select the identification type, fill in the ID number and expiry date, and upload the document and selfie; if face verification is required, it must be completed first.
  • Date of birth error: the format must be YYYY-MM-DD, and age must be between 18-100, otherwise it flags an invalid format or date.
  • ID expiry date error: the expiry date must be after today; expired documents are not accepted.
  • File upload fails / rejected: only JPG, JPEG, PNG, PDF are supported, each ≤ 10MB, up to 5 documents; format or size issues trigger “Unsupported file format,” “File too large,” or “Maximum 5 files allowed.”
  • Selfie won’t upload / says only one allowed: only one selfie is allowed — delete the existing one before uploading a new one; selfies accept images only (JPG/JPEG/PNG).
  • Yellow “More information required” banner appears: the review was sent back requesting more material — fill in the missing information/files per the note and resubmit.
  • Face verification fails to load or shows “network request failed”: click “Back” to return to the previous step and retry later.

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Common questions (Q&A)

  • Q: How does a cardholder complete identity/KYC verification? A: Open the “Personal Details” page and fill in legal name, date of birth, nationality, and residential address as printed on an ID; then, as required, upload documents + a selfie, or complete face verification, and submit for review.
  • Q: What information does verification require? A: Legal first name, legal last name, phone number (with country code), date of birth, nationality, plus residential address (country/city/address line1/postal code required).
  • Q: What documents do I need to upload? A: If required, select the identification type (ID Card/Passport/Driver’s License), fill in the number and expiry date, upload both sides of the document, and take a selfie.
  • Q: What formats and sizes are allowed for documents/selfies? A: JPG, JPEG, PNG, PDF, each no larger than 10MB; up to 5 documents, only 1 selfie (selfies accept JPG/JPEG/PNG only).
  • Q: How do I fill in date of birth? Why does it error? A: Use format YYYY-MM-DD, and age must be between 18-100.
  • Q: I entered an ID expiry date but it errors? A: The expiry date must be after today; expired documents are not accepted.
  • Q: What is face verification / why am I asked to do it? A: If the system requires it, you’ll be asked to complete face verification before you can submit; if the system determines it’s not needed, it directly shows “Identity Verification Complete.”
  • Q: It shows “your verification is under review” after submitting — how long does it take? A: It means submission is complete and under review; the exact timing is an account real-time status — go by the actual review notification.
  • Q: What does the yellow “More information required” banner at the top mean? A: The reviewer needs supplementary information; the text in the banner is the review remark — fill it in per the prompt and resubmit.
  • Q: The submit button won’t click? A: First confirm all required fields are filled in; if document upload is required, finish uploading the document and selfie; if face verification is required, complete it first — then the submit button becomes active.
  • Q: Once verified, can I use the card? A: The page states “Once verified by our team, you will have instant access to your new card,” meaning the card becomes usable once verification passes; check the card’s own status on the Cards list.