Why is KYC necessary?
The Hana Card is currently only available within Australia 🇦🇺
KYC (Know Your Customer) is a mandatory process to verify your identity, comply with regulations, and prevent fraud. Completing KYC is required before you can access certain account features, such as creating a card.
What to do if you encounter issues completing KYC
If you’re experiencing problems with KYC, follow these steps to troubleshoot:
Ensure document clarity and validity:
If your documents are blurry, expired, or do not meet the required standards, your KYC verification may be rejected. Make sure you submit clear, valid documents.
Check for submission errors:
Double-check all required fields and ensure you’ve uploaded the correct documents if your submission fails.
Address technical issues:
If the page isn’t loading or the submission fails, try refreshing the page, logging out and back in, or using a different device or browser.
Contact support:
If the issue persists, reach out to us via https://support.hanawallet.io/
Common errors that might occur during KYC
Here are some common problems you might encounter during the KYC process:
Rejected documents: Submitting expired, invalid, or unclear documents can result in rejection.
Incomplete information: Ensure you’ve provided all required details, such as address proof and a selfie.
Technical issues: Network errors or system problems might interrupt the process. Check your connection and try again later.
Account restrictions: Regulatory requirements or previous KYC rejections might prevent you from moving forward.
Why your KYC might be declined
Your KYC application may be declined for the following reasons:
Blurry or unclear documents: Make sure all identification and proof of address documents are clear and legible.
Expired or invalid documents: Only submit valid, unexpired documents such as passports or driver’s licenses.
Mismatched information: Ensure the details on your documents match the information you provided.
Unacceptable document types: Use only approved documents for verification (e.g., passports, driver’s licenses).
Corrupted or incomplete file uploads: Make sure your documents are fully uploaded and not corrupted.
Selfie verification failure: Your selfie must match the photo on your ID, and the image must be clear.
Regulatory restrictions: Your KYC may be declined if there are compliance concerns based on your country or account type.
Suspicious activity: Any signs of fraudulent behavior may result in your application being flagged and declined.
How long does KYC verification take?
KYC verification typically takes anywhere from a few minutes to a few business days, depending on the verification method and whether additional manual checks are needed.